Specialist, eLearning Systems Administrator

At SHRM, we are committed to making work, workers and workplaces better through insights-driven policy solutions, learning and development, thought leadership and research. We are shaping the ways employers and employees thrive together. SHRM is empowering our more than 300,000+ members, including HR professionals, business executives, and people managers, to lead as strategic business partners and effective stewards of workplace culture, business productivity, and employee engagement.

Alexandria, VA


<em><strong>BETTER WORKPLACES. BETTER WORLD.</strong></em><br /><br />SHRM, the Society for Human Resource Management, creates better workplaces where employers and employees thrive together. As the voice of all things work, workers and the workplace, SHRM is the foremost expert, convener and thought leader on issues impacting today&rsquo;s evolving workplaces. With 300,000+ HR and business executive members in 165 countries, SHRM impacts the lives of more than 115 million workers and families globally.<br /><br />Are you interested in growing your career with us? If so, we encourage you to explore our available career opportunities and join our team at SHRM today!<br /><br />To view our Statement of Accessibility, click <a href="https://us60.dayforcehcm.com/CandidatePortal/en-US/shrm/SITE/EXTERNAL/Home/StatementOfAccessibility" target="_blank" title="SHRM Statement of Accessibility" rel="noopener noreferrer">here</a>.&nbsp; https://www.shrm.org/pages/default.aspx

keywords: job description,work environment,help desk,product management,support,user engagement,education & experience,knowledge,skills,values,physical requirements

SHRM Products & Services

Overview: <br />The Specialist, eLearning Systems Administrator contributes to the delivery of SHRM&rsquo;s eLearning products, SHRM Specialty Credentials, SHRM Certification Pathway Tutorial, PMQ, custom enterprise bundles, and other online education programs primarily by providing tier 1 and tier 2 help desk support. This position ensures the highest level of customer support and satisfaction with SHRM eLearning that would contribute to the revenue growth of the SHRM Education Programs and Products.<br /><br /> <p><strong><span style="font-family: Arial; font-size: medium;">Work Environment:<br /><br /></span></strong>Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment. Travel Required: Occasional 0-10%.</p>
Responsibilities: <br /><span style="font-size: medium;"><strong><span style="font-family: Arial;">Help Desk:<br /></span></strong></span><br /> <ul> <li><span style="font-family: Arial; font-size: medium;">Serves as the primary LMS point of contact for all external and internal customers and manages the eLearning Help Desk by troubleshooting LMS-related issues and responding to both email and phone inquiries from eLearning customers.</span></li> <li><span style="font-family: Arial; font-size: medium;">Collaborates with SHRM Technology and Accounting to resolve technical issues with purchasing, provisioning, and access.</span></li> </ul> <br /><span style="font-size: medium;"><strong><span style="font-family: Arial;">Product Management Support:<br /></span></strong></span><br /> <ul> <li><span style="font-family: Arial; font-size: medium;">Facilitate the user experience and interface with SHRM&rsquo;s LMS for more than 200 individual eLearning products, SHRM Specialty Credentials, SHRM Certification Pathway Tutorial, PMQ, custom learning plans for corporate clients, and other SHRM products delivered through the Learning Management System (LMS) (SHRM eLearning Portal).</span></li> <li><span style="font-family: Arial; font-size: medium;">Collaborates with Customer Care and Certification Departments and serves as a liaison with internal Technology team.</span></li> <li><span style="font-family: Arial; font-size: medium;">Facilitate the implementation of LMS upgrades and communication with the LMS vendor to resolve technical issues related to LMS functionality.</span></li> <li><span style="font-family: Arial; font-size: medium;">Collaborates with the Specialist, eLearning Systems Administrator on all technical aspects of new course set-up in the LMS.</span></li> </ul> <br /><span style="font-size: medium;"><strong><span style="font-family: Arial;">User Engagement:<br /></span></strong></span><br /> <ul> <li><span style="font-family: Arial; font-size: medium;">The Specialist will be responsible for facilitating the user experience within the LMS by posting relevant updates about new LMS features, the mobile app, brand-new products, and other important announcements to drive user engagement and ensure their satisfaction with SHRM eLearning products.</span></li> </ul>
Requirements: <br /> <ul> <li><span style="font-family: Arial; font-size: medium;">Bachelor's degree or equivalent relevant work experience/training</span></li> <li><span style="font-family: Arial; font-size: medium;">Three years of LMS management experience with one of the mainstream LMS platforms, or equivalent relevant education/training.</span></li> <li><span style="font-family: Arial; font-size: medium;">A minimum of one year of experience in Help Desk Operations and SSO.</span></li> <li><span style="font-family: Arial; font-size: medium;">Software knowledge: Learning Management Systems, customer relationship management systems/platforms, and financial management systems/platforms.</span></li> <li><span style="font-family: Arial; font-size: medium;">Demonstrated strong oral and written communication skills.</span></li> <li><span style="font-family: Arial; font-size: medium;">Ability to follow multifaceted project plans, including collaboration with the SHRM Technology and Accounting Departments</span></li> <li><span style="font-family: Arial; font-size: medium;">Demonstrated strong organizational and problem-solving skills.</span></li> <li><span style="font-family: Arial; font-size: medium;">Demonstrated solid customer service commitment: resourceful, team-oriented, and responsive to the needs of SHRM members, customers and staff.</span></li> <li><span style="font-family: Arial; font-size: medium;">Strong computer application skills, including demonstrated proficiency in Microsoft Office Suite required.</span></li> <li><span style="font-family: Arial; font-size: medium;">Candidates must have a proven commitment to SHRM's six Guiding Principles:</span></li> <ul> <li><span style="font-family: Arial; font-size: medium;">Bold Purpose</span></li> <li><span style="font-family: Arial; font-size: medium;">Excellence &amp; Accountability</span></li> <li><span style="font-family: Arial; font-size: medium;">Flexibility &amp; Agility</span></li> <li><span style="font-family: Arial; font-size: medium;">Smart &amp; Curious</span></li> <li><span style="font-family: Arial; font-size: medium;">Collaborative Openness</span></li> <li><span style="font-family: Arial; font-size: medium;">Push Back to Move Forward</span></li> </ul> </ul> <strong><span style="font-family: Arial; font-size: medium;"><br />Let Us Know if You Have:<br /><br /></span></strong> <ul> <li><span style="font-family: Arial; font-size: medium;">BA in IT or related field or Project Management</span></li> <li><span style="font-family: Arial; font-size: medium;">Adobe Photoshop (or other graphics editing software), Adobe Dreamweaver (or other HTML editing software), and use of audio &amp; video editing software.</span></li> </ul> <p><strong><span style="font-family: Arial; font-size: medium;"><br />Physical Requirements:<br /><br /></span></strong></p> <ul> <li><span style="font-family: Arial; font-size: medium;">Must be able to perform essential duties satisfactorily with reasonable accommodations.</span></li> <li><span style="font-family: Arial; font-size: medium;">Work is generally done sitting, talking, hearing, and typing. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading.</span></li> </ul>