Job Summary

The Learning Management Systems Administrator supports the customer facing learning management system (LMS). This position is responsible for the support delivery, and maintenance of the assets within the learning platform. The Learning Management System Administrator is the primary system administrator for the customer facing LMS and coordinates with the LMS administration community on new feature releases from the vendor. This also includes direct involvement with integration and use of tools and software integrated with the LMS. Current processes and data analytics from the LMS will be gathered and used to make recommendations for improvements which includes working with multiple departments and business units on the implementation of new services, modules, and integrations that involve the LMS.

Responsibilities

General

• Manages day-to-day LMS needs such as setting up courses, running usage reports, updating banners and messaging, etc.
• Defines and documents process and protocol for content maintenance schedule.
• Supports and monitors incoming tickets for issues that include answering questions and troubleshooting problems for users.
• Develops and maintains LMS administration guidelines and procedures.
• Writes and revises documentation for system configuration & standard operating procedures.
• Coordinates and continuously improves LMS admin processes and activities cross-functionally to create best possible learning experience for the users.
• Collaborates with the internal facing LMS Administrator to generate best practices.
• Has awareness and of all new feature releases and determines how those changes impact the LMS and our processes.
• Assists the review, testing, and implementation of LMS updates and enhancements.
• Provides support to the IT Software Administrator for LMS system migrations, integrations, and change management.
• Keeps current with external LMS trends and developments and applies learning to improve LMS processes.
• Identifies future strategic development opportunities for the LMS as well as organizational needs and requirements for new LMS solutions or integrations.

User Management

• Creates user memberships as needed and assigns appropriate access.
• Manages roles, securities, and permissions associated with LMS access.
• Creates and manages user structures including the creation of user groups.
• Manages course enrollment progress tracking.
• Provides support to users (i.e., trainers, managers, and learners) and assists them in using the LMS.

Course Management

• Publishes courses and ensures those courses are appropriately cataloged and learners have the proper access.
• Creates and manages the overall course structure and sets up course programs based on specifications from the instructional designer.
• Develops and executes quality assurance and performance testing.
• Monitors successful completion of courses and looks for negative trends that could indicate any potential issues with the course.
• Archives courses when requested or when data supports this decision.
• Collaborates with IT and the LMS administration community to manage the course asset library.
• Analyzes course reporting data and recommends strategic direction to management.
• Monitors course reviews and surveys and appropriately responds to and communicates this feedback to internal stakeholders.

Troubleshooting

• Provides first-tier troubleshooting assistance for users regarding logging in to the LMS and accessing courses. Collaborates with the LMS administration community on internal escalations. Collaborates with IT on escalations and tickets requiring resolution from the LMS vendor.
• Collaborates with IT on troubleshooting and resolving system functionality issues.
• Reviews and monitors system performance.

Data Analytics

• Manages LMS reporting requests, maintains and updates learning dashboard and metrics, and builds ad hoc reports as needed.
• Builds and analyzes custom reports in Wdata.
• Generates and interprets system reports, generalizes findings and makes recommendations for process and utilization improvements.
• Proactively analyzes data to identify trends and uses this information to improve the way we deliver our learning and development programs.

What You'll Need

Skills

• Exceptional organizational skills
• Exceptional customer-facing communication and interpersonal skills: able to understand and articulate the needs of the customer and deliver on those needs
• Demonstrated success in customer service with the ability to identify customer needs and expectations and respond in a timely and effective manner
• Strong technical aptitude and orientation
• Ability to manage multiple projects in a fast-paced environment
• Ability to work independently
• High attention to detail
• Strong judgment, problem solving and critical thinking skills

Experience

• 3 - 5 years experience in LMS administration, preferably mid-tier
• Familiarity with course design and development
• Proven track record of delivering projects, on time, on budget and to a high quality standard
• Prior exposure to training delivery and instructional design preferred

Travel Requirement

• Less than 10% travel

Working Conditions & Physical Requirements

• Reliable internet access for any period of time working remotely, not in a Workiva office.

How You'll Be Rewarded

• Base Pay Range in Colorado: $78,000 - $98,000
• A discretionary bonus typically paid annually
• Restricted Stock Units granted at time of hire

The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.