Description

Are you passionate about identifying and fixing issues for customers Do you have a knack for identifying defects during testing If so, this Customer Service Program Specialist role is for you!

Key job responsibilities

Learning Management System (LMS) Administrator
Publish and test all learning assets uploaded to our LMS (Amazon Learn).
Troubleshoot defects such as course will not launch, course is stalled, and course will not mark complete.
Maintain ground truth learning asset list, learning path, and permissions configuration.
Analysis, including:
Inspection of LMS configuration standards through use of Learning Organization audit mechanisms.
Inspection of alignment between SDS Learning Launch calendar, SDS Learning Catalog, and our LMS.
Identify trends and escalate defects.
Invent and Simplify, including
Recommend process improvements to accelerate our delivery to customers (internal and external).
Recommend process improvements to positively impact training performance.
Create and maintain LMS-related wiki pages.
Create LMS-related launch/update communication.
Maintain matrix of Learning Org tech, including support of license renewals.

Note - This role requires on-site location and working overlap with US hours.

A day in the life

Each day will present a new opportunity to support our internal customers. On a daily basis, your goal will be to process all incoming requests within our 2-3 day SLA. You'll balance this daily transactional work with recurring cadence of inspection mechanisms to maintain our high bar, as well as other activities.

About The Team

It's an exciting time to join as this role is in our newly formed Learning Programs team! And, you'll have the opportunity to work in our new Amazon-built LMS - Amazon Learn.

Basic Qualifications

2+ years of solving customer technical problems
Proficient in MS Excel
Experience in complex problem solving, root cause analysis in a business environment
Experience using data and metrics to determine and drive improvements
Experience with customer ticketing systems and best practices
Experience working cross functionally with global tech and non-tech teams
Experience keeping multiple projects on track and delivered by deadline
Bachelor's degree, industry certifications, or equivalent experience in instructional technology, instructional design, training, project management, program management, business analysis, information systems, or related field

Preferred Qualifications

Certification or degree in instructional technology or related discipline
Experience with LMS support in a large-scale corporate environment
Experience creating support documentation and articles
Experience with tool integrations using APIs and scripting
Experience customizing or automating content using HTML, CSS, and JavaScript
Experience with AWS, server management, and on-prem installations
Experience working with GenAI, including prompt engineering
Familiarity with xAPI, SCORM, LMS, LRS
Project management skills including planning work, managing details, keeping multiple tasks/projects on track, working under tight timelines, and delivering results
Excellent verbal, written, interpersonal communication abilities including skills in explaining technical topics to novices and collaborating with subject matter experts, global stakeholders, and managers
Proven ability to demonstrate agile mindset to adapt to evolving requirements and make progress despite ambiguity.
Experience with customer service or delivery organizations

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Company - ADCI HYD 20 SEZ - H94

Job ID: A2928744

Learning Management System Administrator, Learning Management Systems