Junior Service Support Analyst Learning Management Systems (LMS)

Junior Service Support Analyst – Learning Management Systems (LMS)Required Skills:Define, track, and assure responsiveness to clients' information technology problems (3 Years)Prepare status reports (3 Years)Effectively coordinate, perform and complete multiple duties and assignments concurrently and in a timely manner (3 Years)Categorize time spent, requests for service and assets according to provided definitions (3 Years)About the role:Manage the day-to-day operation of the department-specific software application or system. Identifies system requirements and solve moderately complex business problems. Assists users and trains staff on the use of applications or systems. Performs work with general supervision. Possesses an understanding of user needs, capacity and limitations of equipment, operating time, and desired results in order to provide solutions. Maintains strong interpersonal and communication skillsJob Responsibilities:Provide first and second line application support, resolving technical queries, and communicating solutions directly to customers for the departmental-specific application or systemResponsible for monitoring and responding to open tickets submitted through an incident management systemTroubleshoot and escalate alerts that cannot be resolved to appropriate sectionPrioritize and handle service requests and incidentsProgress issues and provide relevant information for troubleshooting or for clarificationIdentify opportunities for process improvement and contribute to departmental initiatives for the departmental software application or systemResponsible for improving and documenting the technical processes around software or application supportWork collaboratively with Account Managers on change requests, managing issues and establishing prioritiesEnsure the performance of daily health checks of the applications, scripts, and infrastructure by support teamWork with the software or application developer to ensure the system is operating efficiently, install updates and troubleshootEstablish accounts and passwords and assist with issues regarding user accountsOnboard and setup new Meck Administrators on the Learning Management System (LMS)Responsible for administrator functions for the enterprise Learning Management System (LMS) which includes assigning/launching e-learning courses, set-up and maintaining ILT classes, creating reports, troubleshooting, and responding to Learning Management System (LMS) issuesCreate ILT Events/Sessions for identified training classesAct as a support and resource for departmental Learning Management System (LMS) AdministratorsContact/support for departments with Extended Enterprise Learning Management System (LMS) users**Only those lawfully authorized to work in the designated country associated with the position will be considered.****Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**