Learning Services Senior Associate
About the role
Working within the Digital Learning Services team of the Global Development group, this role will:
Provide Functional Support for all systems and applications that make up the Digital Learning Services platform ecosystem.
Be the primary liaison with all 3rd party Learning Services providers.
Maintain the global digital learning catalogue.
Maintain and enhance guidance and support documentation to better enable self-diagnosis and trouble-shooting by learners, content developers, administrators and / or local IT Support.
Monitor and generate usage statistics and other related metrics.
Manage all “Classroom of the Future” technology.
Contribute knowledge and expertise to strategic projects within the Digital Learning Services team and/or the wider learning Global Development network
Cornerstone Learning Management System (LMS)
Running monthly reports using Cornerstone, Microsoft Excel, Access and Power Pivot to reflect the uptake of various eLearns
Running ad-hoc reports for course/learner information
Deploying, updating, running and archiving various learning objects within Cornerstone
Performing periodic catalogue maintenance, including archiving and cleansing of data
Management of users and user information within Cornerstone
Technology in the Classroom
Handling reservations, delivery and tracking of equipment in the ‘Technology in the Classroom’ group
Providing support for ‘Technology in the Classroom’s’ equipment (Double Robotics and Catchboxes)
Digital Learning Services & Support
Managing and responding to incoming emails in the shared ‘Learning Services’ inbox, including triaging initial issues raised, resolving where possible and escalating when needed
Manage the daily resolution and closure of all functional support tickets escalated to the team by Global Service Desk, providing full visibility of status to requestor
Updating information for the ‘Learning Service’s’ group on PwC’s online collaboration site (Spark)
Identifying, defining and improving processes related to the digital learning content management lifecycle; designing and developing request forms for global digital learning content management when needed
Creating, documenting and handing-over of processes within Learning Services to relevant outsourcing agencies, followed by ongoing monitoring of process effectiveness and acting as first escalation point for 3rd party administration providers
Metrics that Matter
Designing and developing course evaluations using Metrics that Matter
Providing support for content owners making use of MTM evaluations
Contribute to strategic IT projects as and when required. Responsibilities may include functional / system requirements analysis, data gathering, data cleansing, data migration, system configuration, system testing, and / or user training.
Contribute to other strategic Digital Learning projects as and when required. Responsibilities may include research, analysis of industry trends, conducting Requests for Information or Requests for Proposals.
Essential skills and experience
Customer focused at all times – understanding the needs and keeping them in mind when taking actions or making decisions.
Analytical skills – effective identification of issues and the application of systematic methodology to reach appropriate solutions.
Follow-up and monitoring – checking progress against targets, reporting as necessary and escalating issues to management when appropriate.
Strong understanding of technology operations management, and the software development life cycle.
A high level understanding of the IT systems required to host, deliver and track digital learning is desirable (e.g. LMS, Content Management Systems, Reporting systems, etc).
Goal orientated – maintaining focus on agreed objectives and deliverables.
Able to communicate with impact, both in writing and orally.
Be able to work independently and as part of a small, highly focused team.
Working knowledge of writing and editing Excel macros is preferred.
Demonstrate professional curiosity e.g. willing to explore and discover how software systems and IT processes work.
Process improvement – able to independently identify opportunities to improve / reengineer processes in order to provide a better customer service and experience.
Change agility – able to quickly adapt and flex style, approach and work methods