full-time position with the Armstrong Institute; 40 hours per week; Monday - Friday
Directly support Armstrong Institute of Patient Safety & Quality's Learning and Development team by providing technical support for LMS and other client-facing systems with external customers and internal team members. Manage prioritization and tracking of customer issues and resolves Level 1 and Level 2 issues directly. Develop processes and documentation for establishment of standard operation procedures regarding the LMS and other client-facing systems. Manage process of establishing and renewing CME/CNE for all applicable Armstrong Institute course offerings, both online and classroom-based. Responsible for reporting of learner completion data across all Armstrong Institute course offerings on a quarterly basis.
Assist customers who are experiencing procedural or operating difficulty with LMS applications, products or services. Investigate and resolve software and LMS problems of users. Document problems clearly and concisely. Develop and document processes and procedures for LMS and other system tasks. Create basic documentation for end-user access to the LMS. Run and compile quarterly reports on learner completion data for internal and external learners. Take charge of applications for CME and CNE for appropriate course offerings, develop a document to indicate renewal status, and manage renewal process. Assist others in Learning and Development in dealing with financial issues in SAP such as payment of invoices, registrations in CVENT, group purchases for online training, ordering supplies, organizing speakers for workshops, catering ordering, processing late fees, and other duties as needed. Verify accurate enrollment of modules, ensure courses are uploaded, and provide necessary support and coordination of the CVENT system.
Perform other duties as required.
High School Diploma or GED. Two years of college coursework. Two years of related experience. Additional education may substitute for experience. Additional experience may substitute for education. Basic knowledge of commonly used software and hardware and operating systems, ability to install software, basic knowledge of networking concepts.
**JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.**
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