Technical subject matter expert (SME) for Learning and Performance Management Systems that house learning and performance management modules. Consults on assignments and completion tracking of mandatory and elective learning initiatives for all employees and contractors. Pro-actively leads and shapes requirements gathering discussions and education decisions for newly hired and transitioning employees, based on technical knowledge, LMS experience and analytical skills. Leverages project management skills and technical experience to evaluate system options and LMS vendor capabilities to meet functional requirements. Leads troubleshooting and independent problem solving of complex technical issues within the Learning and Performance Management System.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Customer Relations/Support

• Responsible for responses from ticket mailbox to troubleshoot employee and contractor access, evaluation, and course completion issues
• Documents customer/emerging client requirements and serves as lead liaison between customers and technical support personnel
• Maintains LMS support process documentation for various course assignments and creation of job function processes
• Collaborates with senior Training, HR and Compliance leaders to ensure client needs are met in the most efficient and cost-effective manner
• Creates learning events, assignments, and reports at the enterprise level

Application Maintenance

• Participates in system requirements discussions to solve business needs
• Translates user-requests into technical system or process documentation
• Documents and identifies process improvements
• Supports projects related to the implementation and maintenance of LMS system changes, upgrades, or conversions
• Supports the maintenance of student groups and assists system administrators at a company-wide level

Training

• Train Local LMS Admins in basic administrative tasks

Other

• A wide degree of technical expertise, balanced with creativity and latitude is expected
• Special projects as needed.

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience as a system support administrator Performance and Learning Management Systems, or equivalent Business Analyst/IS experience
• Independent, logical thinker with advanced troubleshooting and analytical skills
• Excellent professional communication skills through clearly written, concise and comprehensive documentation
• Initiative and discretion in accomplishing duties with minimum supervision
• Proven ability to collaborate with other departments/disciplines
• Effective decision-making skills; detail oriented with superior follow-up skills
• Ability to track and respond to business owner/end-user concerns and questions in a timely and customer-service oriented manner
• Ability to cheerfully adapt to a constantly changing environment

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience required to perform the job.

• College degree desirable, or 2-5 years equivalent work experience as a technical expert using an LMS
• Mid-level or above proficiency in the MS Office Suite and SharePoint

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work in a sitting position, using a computer and telephone
• May require occasional travel by car or air

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employment practices will not be influenced or affected by an applicant�s or employee�s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.