SENIOR ANALYST, LEARNING OPERATIONS (LMS)

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The Learning Operations Senior Analyst is responsible for leading various enterprise Learning & Development platforms including but not limited to.
(a) Cornerstone OnDemand (CSOD) Learning Management System (LMS), (b) EdCast (LxP), (c) Fuel50, (d) NovoEd, (e) Xyleme, (f) SharePoint site/s and (g) different content providers (as LinkedIn Learning (LiL)).
They are the domain authority for the functionalities and business processes governing these platforms.
They are responsible for working with Business Product Owners, Business Administrators, End Users, Quality, IT, vendors, and support teams with focus on the customer, and on accurately, completely and within SLA & Key Performance Indicators- handling user problems, issue investigations on Learning & Development platforms and integrations with Document Management and HR systems, reports, documentations, end-to-end testing or UAT and other operations support tasks.
The Senior Analyst will also support compliance with Learning & Development processes, helping ensure quality records accuracy and on-time closure.
They must build strong relations with various teams as Global Talent Management, IT, Quality, Global Learning Admin, Contact Center and several HR Digital Solutions teams.
Responsibilities.
Effectively handle (triage, investigate, follow-up, track to resolution, report) system (open system issues and mishandled cases) with the appropriate sense of urgency and in compliance with set critical metrics and SLAs.
Regularly maintain updated status of all systems issues, resolving risk level, category, prioritization, and criteria for new issues to be included in the log.
This task includes participating in follow-up meetings with the vendor or support teams, helping ensure the status of the issues in the log is accurate and issues are resolved timely.
Support the Business Product team in drafting and timely sending of communications to business administrators about relevant announcements and issues of the supported platforms.
This includes regular participation to Community of Practice sessions, updates to the CoP content, and conduct of training for the support teams and administrators.
Author or update all necessary documentations (Work Instructions, SOPs, Job Aids, Knowledge Articles, Training Guides, etc.) in case of changes, governance requests, system updates, issue fixes, new or newly activated features, and releases.
Conduct User Acceptance Testing (UAT) activities across various learning platforms.
This includes UAT Objectives & Script Writing, Scrum Call & User Story Refinement Session Participation, Dry Runs, and Execution.
Regularly attend and participate DMS Integration Issue Management meetings, helping ensure open issues, requests and actions are discussed, and resolved with the DMS teams.
Support the investigations for the opened quality records and nonconformities of the supported platforms.
This includes regular follow-ups with the vendor and support teams to ensure timely provision of root cause, preventive and correction actions, evidence, until full issue resolution and closure of quality records with verified actions and effectiveness checks.
Support and propose projects & initiatives for Continuous Improvement and advancement from current state of systems, processes, and functions.
Qualifications Must have a Bachelor’s Degree or equivalent experience Extensive Learning Administrator knowledge of Cornerstone OnDemand Learning Management System (CSOD LMS) Minimum of 3 years of demonstrated ability handling CSOD LMS issues, queries, requests and customer concerns - combining HR business processes and system analysis expertise Strong leadership skills with shown success in working harmoniously and effectively with the team Strong internal and external partner consultative and relationship management skills and experience of virtually handling collaborators with an appreciation for regional differences Strong reporting, analytical and problem-solving skills Demonstrates a high degree of confidentiality and sensitivity to compliance-related matters Demonstrates ability to handle ambiguity and fluid situations, demonstrating a pragmatic approach