EASTWOOD | LMS Administrator

Department:    Human Resources                               

Reporting to:   OD Manager

Compensation Band/Level:     3A

Company Summary:

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 63,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:

Administers a learning management system (LMS). Collaborates with training and development professionals to deliver responsive programs and content to meet the needs of the organization. Performs regular administrative tasks including user support, troubleshooting, and system updates. Loads, configures, tests and maintains learning content. Interfaces with the system vendor to resolve issues, enhance functionality, and deploy new features. Creates learning documentation, aids, and training materials for users. Creates and deploys reporting, onboarding and compliance surveys to track and measure participation in programs. May conduct system training sessions for end-users, instructors, and other administrators. Requires a bachelor's degree. Typically reports to a supervisor or manager.

Overall Responsibilities:

• Managing the Mandatory Learning mailbox: triaging, responding to queries; and escalating as appropriate
• Reporting -  running completion reports, allocation reports; setting up report subscriptions; weekly ML Non Compliance overdue reporting – dashboards; weekly ML Flag reporting – dashboards
• Marking Recognition of Prior Learning (RPL); and Mandatory Learning completions/exemptions/extensions in the Learning Management System
• Quality checking and managing the accuracy of information in the Learning Management System as it relates to Mandatory Learning, eg: naming conventions, course owners, course updates etc.
• Managing the set-up (and amendments) of simple Mandatory Learning certifications; including allocation testing and deployment (functionality assessment and roll out)
• Content management – ensuring complete information is captured including course details on audits trails, versions, course owners, and allocations - both current/historical
• Managing cyclical activities; and testing of notifications for adhoc mailouts
• Compiling agenda and taking/circulating minutes for Mandatory Learning governance forums
• Maintaining accurate and up-to-date procedural documentation
• Ensuring risks and issues are identified, managed and escalated appropriately
• Running standard and bespoke reports to support analysis

Job Requirements:

• Attention to detail
• Self-starter with demonstrated ability to follow through
• Good organizational, planning and presentation skills
• Well-developed written and oral communication skills
• Project management experience
• Good relationship management skills
• Ability to collaborate effectively as part of a team
• Understanding of Agile work practices (desirable)
• Excellent reporting skills
• Strong problem-solving skills, including root cause analysis
• Intermediate MS Office skills with a focus on Excel
• Experienced with Learning Management Systems (LMS)  i.e. Docebo -  specifically in relation to the functionality supporting Mandatory Learning set-up and deployment
• Learning/HR experience (desirable)

Physical Demands & Work Environment: 

While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.

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.

All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

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Standard General Security Roles and Responsibilities          

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
• Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedure

• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.

• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.

This description has been prepared to assist in evaluating various classes of responsibilities, skills, and working conditions.  It indicates the kinds of tasks and levels of work difficulty required of positions given this classification.  It is not intended as a complete list of specific duties and responsibilities.  Nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under supervision.  Nothing contained herein is intended or shall be construed to create or constitute a contract of employment between any employee or group of employees and the Company.  The Company retains and reserves any and all rights to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper.  I have read and understand the requirements of this job description and I am able to meet the requirements as listed above with or without reasonable accommodations