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LMS Support Specialist 3

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Hyderabad, India GP Strategies Full time
The LMS Technology Specialist is the Business Process Owner for the LMS service area.In that capacity, this person will ensure all training processes are documented; will actively seek continuous improvement of enterprise training processes; and support enterprise projects to update and mature learning technologies across the client.This role will partner with others to create a technology roadmap, to define learning infrastructure needs, and expand future learning technology portfolio.

The LMS Technology Specialist will be responsible for the following duties:

•Participate and provide functional/technical expertise on all projects involving the LMS and any upstream/downstream or related systems

•Liaise between client and LMS System/Business Owners to customize LMS notifications, resolve technical issues, assess business impact for upgrades/bug fixes, request system enhancements, advanced reports/queries

•Participate on LMS, and Intake tool research; upgrade, or replacement projects

•Identify options for potential LMS solutions and assess them for both technical and business suitability, sustainability, and best practices

•Present options/solutions to clients of varying levels

•Maintain Operational SOPs to reflect current process requirements

•Participate in training material revisions related to LMS/Reporting and related processes

•Interface with the client business owners and HR regarding strategy alignment and organizational change impacts on LMS assignments, LMS Curriculum, Complex activity structures, Equivalencies, Assignment, and Reporting Needs

•Collaborate with client LMS Business Owner and Service Owner to ensure strategies align with client culture, goals, and direction

•Assist with request form/workflow tool updates, archiving, testing, redesign, and maintenance

•LMS/Workflow tool Business Owner back-up support as needed

•Educate clients on support processes, roles/responsibilities, and best practices

•Create reference material in collaboration with content services team for clients where appropriate

•Identify and implement process improvement initiatives

•Ensure that 3rd party vendor is providing learning management support that meets all agreed upon SLAs

•Review and analyze 3rd party vendor metrics and report to Manager

•Maintain Enterprise Training Dashboards

•Gather and document business requirements from key stakeholders surrounding LMS services

•Act as Business Owner Delegate for role request approvals

•Act as the primary escalation point for Third Party Vendor supporting the LMS service

•Escalate all service issues that cannot, or are not, being resolved by 3rd party vendor

•Maintain LMS Training and Change Management documentation as system features evolve

•Ensure that 3rd party vendor staff complete all required training

•Manage and maintain annual Access Review process for LMS reporting roles

•Own and continually improve all processes, best practices, tools, and policies that support the training administration process

Note: These duties and responsibilities do not imply that the above functions are the only tasks that may be performed by the LMS Technology Specialist.It will be expected, if possible, to follow any other job-related instructions and perform any other job-related tasks as requested by Management.

SKILL REQUIREMENTS:

•Strong Sum Total Learning Management System (LMS) expertise both technical and functional

•Proficiency in MS Products:Excel, Outlook, Word, Teams

•Aptitude for learning and understanding technology, systems and applications

•Ability to assemble LMS related communications and presentations

•Superior organizational skills and attention to detail

•Strong interpersonal skills including flexibility and ability to work in a team environment

•Excellent time management

•Strong consulting skills

•Work effectively in a team-based organization, collaborate cross functionally, build alignment around key objectives, and exercise influence

•Ability to work independently and in a team setting, while managing competing priorities

•Strong service orientation and high standards of excellence and business enablement

•Ability to simultaneously manage multiple projects (multi-task) in a fast-paced, highly regulated environment in order to meet aggressive deadlines, with limited guidance.

•Superior communication skills (written, virtual and in person) with the ability to interact with customers at all levels

•Ability to think critically and communicate effectively with a global audience

•Possess the ability to remain flexible and adaptable to constant change

•Must be highly customer service driven, team oriented and have a focus on business partnering skills

•Must be able to take direction well but must be able to work with limited supervision

•Must be able maintain confidentiality of personnel and business situations

•Ability to self-manage and take initiative

•Ability to work from 8:00 am to 5:00 pm. (Pacific Time)

EDUCATION/EXPERIENCE REQUIRED:

•5+ years working in training operations for a large (10K+) multinational employer

•3+ years of pharma/life sciences experience in learning development, commercial, and/or HR functions

•Strong knowledge of learning technology software and solutions used in the pharma/life sciences sector

•Experience with data analysis, metrics, and SLAs

•Experience with SumTotal LMS

•High school diploma required; college degree preferred

With more than 4000 employees in over 30 countries, diversity at GP Strategies is second nature Beyond our locations, our culture focuses on performance and revolves around respect, fairness, and working collaboratively to achieve our goals. We support our People, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.

GP Strategies is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex (including pregnancy, childbirth and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.

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