LMS/CRM Technical Support Analyst

InnoSoul • Richmond, VA

5d • Hybrid

About The Position

Communications and Learning Management System (LMS) Support Analyst. This role is part Communications analyst and part Learning Management System (LMS) support, ensuring the right data gets into the system for end users to take training. This is a production support role, intended to be long-term. The candidate will provide ongoing administrative support for the LMS and the communications team, collaborating with Change and Training teams to maintain Instructor-Led training in the LMS. They will also provide customer service support via email and/or phone to learners and internal personnel, offering technical support and issue resolution, and escalating issues as necessary. The candidate will qualify training requests and make learning assignments based on submitted information, as well as provide ad-hoc administrative and technical support to the change/communications team. The position requires the candidate to reside in the Richmond, VA area and work a hybrid schedule with a 3x week in-office requirement (Tuesday – Thursday). This position will report to the LMS Administrator/Communications Lead and is needed through December 30, 2023, with a possibility of extension.

Requirements

• Excellent verbal and written communication skills
• 2 Years Intermediate Microsoft Excel and Word Skills
• 3 Years Experience with Office 365 tools
• 1 Years Experience working with a Learning Management System (LMS) or Customer Relationship Management (CRM) System
• 1 Years Proficient with Webex, Teams, or other virtual meeting platforms
• Excellent critical thinker and problem solver, able to pay attention to detail and manage ambiguity.
• Resourceful and quick learner, ability to research and formulate conclusions based upon findings.
• Ability to understand data and derive insights to formulate decisions
• Ability to work independently and as part of a team.
• Exceptional interpersonal skills and strong oral and written communication skills.
• Bachelor's degree or 3+ years of related work experience.

Nice To Haves

• Highly desired 1 Years Proficient with Webex, Teams, or other virtual meeting platforms

Responsibilities

• Become the learning management system subject matter expert for the Cardinal program under guidance of the Lead.
• Analyze and qualify training requests for instructor-led training (ILT) ensuring that training needs are met and that seats are properly utilized.
• Provide technical support to learners and other system administrators, troubleshooting while providing excellent customer service via email and/or phone.
• Support learner accessibility in the LMS and promote efforts to improve user experience.
• Maintain catalog accuracy related to course descriptions and course/class changes.
• Collaborate with the LMS Administrator to continuously improve the functionality and usability of the LMS for learners and internal personnel.
• Provide ad-hoc administrative support to the change/communications team including hosting large virtual webinars using Webex, data analysis using Excel, and proofing documents as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level