Learning Exchange Tier 2 User Support
The Talent Management (TM) User Support team is currently seeking candidates for a tier-two user support liaison for the Saba Learning Management System (LMS) and Learning Content Management System (LCMS) internally branded as Learning Exchange (LX). The selected individual will play a pivotal role in troubleshooting and resolving content/training administrator and end user issues.
Specific responsibilities include troubleshooting all administrator/user questions, issues and concerns that have been escalated by the tier one user support liaison; creating and/or modifying LX custom reports using Crystal Reports, Business Objects and/or the system's ad hoc reporting tools; importing and troubleshooting web-based courses destined for LX; working with systems analysts/programmers to ensure system design meets functional requirements; and taking a lead role in coordinating user-acceptance testing.
The tier-two user support role requires an in-depth knowledge of the functionality of an LMS and LCMS, with strong preference given to those with an understanding of the Saba application and the LX environment. Familiarity with company training process options and formats (e.g., web-based training (WBT), virtual class, learning materials, on-the-job training and waivers) and the loading of LX transcripts is essential. In addition, the selected candidate must have functional experience in supporting database design and integration and have the ability to understand all interfaces into and out of LX.
BASIC QUALIFICATIONS:
The ideal candidate must have a BS in a related field (Masters is a plus) and a minimum of 3 years experience in any any two or more of the following areas: user support, report writing, web based training development or troubleshooting. The candidate must have general-logic knowledge of system capabilities without necessarily the ability to program.
Skills needed for this position include good people skills, time management skills, good problem solving skills, and expertise in the use of Crystal Reports and Business Objects.
The selected candidate must have good written and verbal communication skills. Any experience in the following would be helpful and considered a plus: Saba LMS, Saba database, Oracle, SCORM, Articulate software, Adobe Captivate software.
This position reports to the TM User Support manager and will be located in either El Segundo, CA or Falls Church, VA.
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