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Learning Management Solution Specialist
Macmillan Publishers
New York, NY, United States
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Description
Macmillan is a global publishing company with prominent imprints around the world, publishing a broad range of books and digital products for the consumer and education markets.
U.S. publishers and brands include Bedford/St. Martins, Celadon Books, Farrar, Straus and Giroux, Flatiron Books, Hayden-McNeil, Henry Holt & Company, Intellus Learning, Late Nite Labs, Macmillan Audio, Macmillan Children’s Publishing Group, Picador, Sapling Learning, SkyFactor, St. Martin's Press, Tor Books, W.H. Freeman, and Worth Publishers.
In the UK, Australia, India, and South Africa, Macmillan publishes under the Pan Macmillan name. The German company, Holtzbrinck Deutsche Buchverlage, includes among its imprints S. Fischer, Kiepenheuer and Witsch, Rowohlt, and Droemer Knaur.
Macmillan is part of the Holtzbrinck Publishing Group, a large family-owned media company headquartered in Stuttgart, Germany.
We are an Equal Opportunity Employer committed to reflecting a broad representation of differences --race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, age, family status, economic background and status, geographical background and status, and perspective — in our workplace. The successful candidate for this position will be an employee of Holtzbrinck Publishing Holdings LP
Requirements
Position Description:
The Learning Management Solution Specialist will support users of the Learning and Performance Management System (LMS), proactively look for process improvements, and provide accurate reporting to support the on-going investment. This position is responsible for building and maintaining internal and external stakeholder relationships, providing updates on LMS activity, daily monitoring of the support mailbox, user account administration, organizing and booking training sessions, extracting reports and providing general support to the Talent Development team. The role will also be involved with creating and administering online and classroom learning experiences, based on the needs of the business.
Major Responsibilities:
• Maintain and administer the LMS according to established procedures.
• Administer online and in-person training programs to meet identified business needs
• Provide Tier 1 (end-user issues) and Tier 2 (in-depth configuration) support for the LMS (Logging of technical faults, administering user accounts, etc.)
• Provide outstanding customer service to internal and external customers; assume ownership and responsibility for solving problems
• Import supplier-prepared digital content into the LMS
• Fully test all course content and system functions
• Understand full functionality of system and raise enhancements/issues to vendor and internal IT resources
• Design and maintain system documentation, training materials and internal communications
• Train and coach employees on all LMS functions
• Configure and update performance review process information in the system, working with HR to understand any issues and ensure these are addressed properly
• Work with Subject Matter Experts (SMEs) to identify learning objectives, gather design requirements, and facilitate an effective development process for new training modules
• Responsible for generating operational reports, performance review data and analyzing feedback
Required Skills / Knowledge:
• Able to work independently with minimal supervision
• Highly organized and self-motivated with a ‘can-do’ attitude
• In-depth knowledge of software applications, particularly Microsoft Office and Google
• Able to learn new systems and processes quickly
• Detail-oriented with strong troubleshooting skills
• Excellent written and oral communication skills
• Basic project management skills
• Able to efficiently see a task through to completion, escalating when required
• Listens effectively to understand the needs of the business
• Establishes relationships with internal colleagues and gains their trust and respect
• Maintains composure in high-pressure situations
Experience Needed:
• System administration, set-up and configuration. (Cornerstone or similar LMS preferred)
• System testing and documentation
• Customer, client or end-user support
• Report writing and analysis
• Training design and delivery experience helpful
• Understanding of publishing/media business helpful
Educational Background Required:
• Bachelor’s Degree in related field or equivalent work experience