Description

Job Title: LMS Specialist

Summary

The LMS Specialist works in the CNIC Division as part of the Professional Development and Training Team. This team supports government contracts delivering quality of life programming to service members and their families. The ideal candidate will provide help-desk support and troubleshooting learner issues, scheduling and management of events in the Moodle-based LMS, reporting on LMS activities, creation and maintenance of Adobe Connect classrooms, and supporting the delivery of webinars as a session producer. This position requires meticulous attention to detail, ability to conduct quality control (QC) on projects, ability to prioritize and work with little supervision, and strong customer service skills. This is a telework position with non-traditional hours specifically supporting Pacific Rim timezones to include ChST (Guam), JST (Japan), KST (Korea), and SST (Singapore).

Essential Duties and Responsibilities

• Staff and support the LMS Helpdesk to assist learners worldwide with LMS access and functionality issues with the ability to adjust hours as needed for customer support.

• Assist with live, online learning events providing superior customer service through technical assistance and facilitation during events with audiences of up to 100 learners on the Adobe Connect Platform.

• Establish and manage monthly events and activities in the Moodle-based LMS.

• Create, manage and control quality of Adobe Connect classrooms, learning activities and assessments.

• Create and distribute contract-required reports using Excel and ensure compliance with all quality control procedures to ensure high quality products and deliverables.

• Other duties as assigned

Supervisory Responsibilities – This job has no supervisory responsibilities.

Required Qualifications

• AA/AS degree and two years’ relevant work experience providing customer service and support in a technical environment.

• Required high speed internet access in home office setting.

• Exceptional computer skills including proficiency in Word, PowerPoint, and Excel. Expertise with data management/data manipulation utilizing advanced features in Excel.

• Technical support/database management experience with learning management systems such as Moodle, Blackboard or similar platforms, AND online learning platforms such as Adobe Connect, Go-to Meeting or similar platforms.

• Skill in handling multiple projects simultaneously in a fast-paced environment while meeting project deadlines.

• Experience and capability in conducting Quality Control activities in a technical setting;

• Excellent written and oral communications.

Preferred Qualifications

• Familiarity with Google Analytics or other analysis tools.

• Strong analytical and technical skills with exceptional attention to detail and organization.

• Positive attitude and excellent customer service skills.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies :

• Ability to work both independently and as part of a team.

• Technical Skills - Assesses own strengths and weaknesses. Pursues training and development opportunities. Strives to continuously build knowledge and skills. Shares expertise with others.

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Physical Demands: Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses personal computer, telephones, copiers, printers and other office equipment. The employee must occasionally lift and/or move up to 10 pounds.

This position requires customer support in OCONUS timezones. Hours will be adjusted to meet this requirement.

This position requires travel one to two times a year.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Zeiders Enterprises, Inc. is an Equal Opportunity Employer

Pay Range: $57,000 - $58,710

PLEASE NOTE: The Zeiders pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)