Learning Management System Upgrade Specialist

Job Summary

The Learning Management System Upgrade Specialist will be responsible for upgrading accounts from our legacy learning management systems to our main learning management system. This role demands strong technical knowledge, excellent problem-solving skills, and the ability to work effectively with customers to meet their individual needs. As an expert in the systems capabilities and limitations, you will support customers in utilizing their implementation, and in updating and maintenance of their site. You will engage with software developers and other support functions to resolve customer issues and make suggestions for product improvements.

Primary Functions

• Continuously grow your technical knowledge of company products.
• Act as a technical resource with an in-depth understanding of HSI product solutions and consult internally to find solutions to meet customers' individual needs.
• Determine how to best configure upgrades based on customer needs and navigate any potential pitfalls.
• Pull all necessary reports, used to migrate data, and clean/prepare that data for .exe. importing.
• Lockout the legacy site.
• Set up a new site based on the architected plan.
• Upgrade 6-8 accounts per week.

Secondary Functions

• Serve as an intermediate-level system administrator in support of customer requests, including data importing/exporting.
• Investigate and resolve advanced technical support and system bug issues.
• Communicate any product quality assurance issues and track resolution.
• Maintain an accurate record of all activities in Salesforce.
• Multitask and prioritize workload by the severity of customer requests, pivoting as needed.
• Review data discrepancy reports for outliers for further investigation, including determining whether:
  • Derived data is displayed correctly.
  • Data inputs display as expected (mapping correctly, deriving accurately, etc.)
  • Displayed attributes are indicative and consistent with the originating data input.
• Learn and use tools to assist with the pulling and massaging of data.
• Perform other tasks and projects as needed, including items outside the scope of normal job functions.

Competencies

• Adaptable The ability to readily modify, respond to, and integrate change with minimal personal resistance

• Detail Oriented The ability to look at the smallest details and figure out how it impacts the bigger picture of the customers site

• Learner The ability to absorb information quickly and learn customer pain points

• Influencer The ability to influence customer decisions by identifying and solving business issues

• Efficient - Strong organizational skills and attention to detail

• Innovation - Creative thinker / analytical problem solver

• Product Knowledge - Demonstrates expert knowledge on company products and services and can easily recommend the right ones to the right situations

Qualifications

• Learning Management System administrator experience highly preferred

• Familiarity with databases is a plus

• Intermediate to advanced skillset in Microsoft Office, previous experience working with advanced Excel functions. Examples include: vlookup or xlookup, pivot tables, and standard formulas like find and replace, trim, left, concatenate, etc.

• High interest in technology, a strong technical aptitude, and an affinity for software and data systems with a curious mind

• Ability to interact with cross-functional and quality improvement teams at every level of the organization as well as customers

• Strong analytical skills and attention to detail, with hands-on experience with data-related issue analysis and development of solutions to resolve issues, is a plus

• Proactive work style and a desire to take on additional responsibilities

• Strong written and verbal communication skills, including client-facing experience

ADA Requirements

Constant interpersonal skills, teamwork, customer service, problem analysis, and reading, speaking, writing, and understanding English. Frequent creativity, mentoring, presentations, and teaching. Occasional decision making and independent judgment or action. Frequent keyboarding, sitting, standing, hearing, and talking.