Learning Mangement System Administrator/Customer Support Job in Newton 02466, Massachusetts US
Healing the healthcare system starts with you. It starts with the chain of events you initiate when you work with McKesson Health Solutions - a chain that extends across the country and results in millions of people getting more from their healthcare.
Healthcare payors and providers consistently turn to McKesson Health Solutions for innovative products and services. Every day, hundreds of organizations from government agencies to hospitals count on us. We partner with the top 25 payor organizations, more than 90 percent of Blue Cross Blue Shield organizations, over 3,000 hospitals and many others - in fact, our solutions touch more than 160 million lives. Our unrivaled clinical integrity, broad product and service offerings and largest client base in the industry mean we're able to collaborate on the most pressing, complex business issues in healthcare. At McKesson Health Solutions, we're working to improve the healthcare system one partner at a time.
Current Need
We are looking for an experienced Learning Management System (LMS) Administrator to implement, manage and improve the next generation of our customer facing, knowledge management system.
Position Description
The LMS Administrator will have the technical responsibility for the system. S/he will serve as the technical point of contact for daily system operation, permissions and processes, as well as provide technical support to all user types, both internally and for our external customers. S/he will provide support to Program Coordinators and Educational Instructors.
Key Responsibilities:
- Manage tasks surrounding day-to-day system administration, enforcement of LMS processes and data quality oversight. Supervising usage of entire LMS system
- Continuously evaluate the system and advocate for upgrades as appropriate, as well as design and oversee new system implementation strategies
- Establish exceptionally lean and reliable content import and maintenance processes, as well as partner with our Documentation Training Development group to optimize content organization and delivery across platforms and domains
- Assist and train instructional designers, content developers and Program Coordinators on how use the system and to load, manage, schedule and track various content types
- Provide first-tier troubleshooting of the system and coordinate with our Product Support group to address customer issues and provide Level 2 support to customers
- Partner with Program Manager to interface with 3rd party vendor to resolve technical issues
- Assess reporting needs, and provide meaningful reporting to key stakeholders on a timely basis
- Develop and analyze complex system thresholds and capacity needs to recommend actions to scale the system to support our rapidly expanding customer facing training programs
- Update LMS notification templates within defined specifications.
- Provide appropriate communication to LMS users of changes/issues with the system.
- Work with Program Manager in providing business requirements for enhancements to the system by soliciting, receiving/documenting, and responding to customer feedback
- Develop, implement and maintain LMS standards and related documentation including process flows, desk procedures, and training materials for internal staff (operations education)
- Ability to demonstrate and teach how to use the system in such a way that basic users can easily understand
- Create and update workflow and create test scripts to validate functionality
Additional Knowledge Skills
Skills: HTML, SQL, familiarity around Online Content integration with LMS (AICC, SCORM)
- Experience with implementing new LMS
- Ability to manage projects around LMS enhancements
- Experience conducting meetings and managing action items
- Experience with customer support
Minimum Requirements
- Must have excellent communication and writing skills and the ability to work effectively with others.
- Must be a consummate team player who will not only understand the technical details of the LMS but will also understand the business needs of our customer base
- At least 3 years experience with administration of a LMS system (LearnFlex experience a plus)
- Able to grasp complex system workflow to understand cause and effect for actions taken in that system.
- Detail-oriented and ensures all critical aspects of a task are attended to.
- Organized and methodical - follows up to ensure tasks are completed correctly and on a timely basis.
- Quality conscious with a low rate of errors; ensures data is not duplicated
Education
Bachelor¿s degree in computer technology, training development, or instructional systems design preferred.
Physical Requirements
General Office Demands
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