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SHRM Specialist, eLearning Systems Administrator in Alexandria, Virginia

Specialist, eLearning Systems Administrator

1800 Duke St, Alexandria, VA 22314, USA

Req #420

Tuesday, July 5, 2022

At SHRM, we are committed to making work, workers and workplaces better through insights-driven policy solutions, learning and development, thought leadership and research. We are shaping the ways employers and employees thrive together. SHRM is empowering our more than 300,000+ members, including HR professionals, business executives, and people managers, to lead as strategic business partners and effective stewards of workplace culture, business productivity, and employee engagement.

The Specialist, eLearning Systems Administrator contributes to the delivery of SHRM’s eLearning products, SHRM Specialty Credentials, SHRM Certification Pathway Tutorial, PMQ, custom enterprise bundles, and other online education programs primarily by providing tier 1 and tier 2 help desk support. This position ensures the highest level of customer support and satisfaction with SHRM eLearning that would contribute to the revenue growth of the SHRM Education Programs and Products.

Position Description

  • Help Desk

  • Serves as the primary LMS point of contact for all external and internal customers and manages the eLearning Help Desk by troubleshooting LMS-related issues and responding to both email and phone inquiries from eLearning customers.

  • Collaborates with SHRM Technology and Accounting to resolve technical issues with purchasing, provisioning and access.

  • Product Management Support

  • Facilitate the user experience and interface with SHRM’s LMS for more than 200 individual eLearning products, SHRM Specialty Credentials, SHRM Certification Pathway Tutorial, PMQ, custom learning plans for corporate clients, and other SHRM products delivered through the Learning Management System (LMS) (SHRM eLearning Portal).

  • Collaborates with Customer Care and Certification Departments and serves as a liaison with internal Technology team.

  • Facilitate the implementation of LMS upgrades and communication with the LMS vendor to resolve technical issues related to LMS functionality.

  • Collaborates with the Specialist, eLearning Systems Administrator on all technical aspects of new course set-up in the LMS.

  • User Engagement

  • The Specialist will be responsible for facilitating the user experience within the LMS by posting relevant updates about new LMS features, the mobile app, brand-new products and other important announcements to drive user engagement and ensure their satisfaction with SHRM eLearning products.

Position Qualifications

  • Required

  • Bachelor's degree or equivalent relevant work experience/training

  • Three years of LMS management experience with one of the mainstream LMS platforms, or equivalent relevant education/training.

  • A minimum of one year of experience in Help Desk Operations and SSO.

  • Software knowledge: Learning Management Systems, customer relationship management systems/platforms, and financial management systems/platforms.

  • Demonstrated strong oral and written communication skills.

  • Ability to follow multifaceted project plans, including collaboration with the SHRM Technology and Accounting Departments

  • Demonstrated strong organizational and problem-solving skills.

  • Demonstrated solid customer service commitment: resourceful, team-oriented and responsive to the needs of SHRM members, customers and staff.

  • Strong computer application skills, including demonstrated proficiency in Microsoft Office Suite required.

  • Preferred

  • BA in IT or related field or Project Management

  • Adobe Photoshop (or other graphics editing software), Adobe Dreamweaver (or other HTML editing software), and use of audio & video editing software.

Physical Requirements

  • Must be able to perform essential duties satisfactorily with reasonable accommodations.

  • Work is generally done sitting, talking, hearing, and typing. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading.

Work Environment

  • Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment.

  • Travel Required: Occasional 0-10%

Our employment practices are in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran’s status, marital status, gender identity and expression, sexual orientation, or any other status protected by applicable law.

SHRM is an equal opportunity employer (Minority/Female/Disabled/Veteran).

We do not sponsor applicants for work visas.

Other details

  • Job Family Technology - Service Desk

  • Job Function SHRM Products & Services

  • Pay Type Salary

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  • 1800 Duke St, Alexandria, VA 22314, USA