LMS Administrator at Tanaq Support Services

Tanaq Support Services (TSS) delivers professional, scientific, and technical services and information technology (IT) solutions to federal agencies in health, agriculture, technology, and other government services. TSS is a subsidiary of the St. George Tanaq Corporation, an Alaskan Native Corporation (ANC) committed to serving Federal customers while also giving back to the Tanaq native community and shareholders.
About the Role
We are seeking a Learning Management Systems (LMS) Administrator to provide support to the Training and Workforce Development Branch (TWDB) at the Division of Laboratory Systems (DLS) at the Centers for Disease Control and Prevention (CDC). This role is responsible for the day-to-day operations of multiple Learning Management Systems (LMS) including the publishing of all learning content on the system, contributing to ongoing system improvements, coordinating xAPI integrations, coordinating resolution of system issues, generating reports, and assisting learners with troubleshooting. The LMS Administrator performs all duties with a proactive approach, positive attitude, enthusiasm, and polite and professional communication in all circumstances.
Responsibilities
LMS Implementation

• Understand the platform and its features and constantly work with the vendor to incrementally upgrade the tool for a better e-learning experience.
• Conduct walkthroughs and demos for colleagues and customers that showcase how to leverage the tool to its full potential.
• Lead the implementation stage for any new content partner/client by understanding client needs, including (but not limited to) API integrations, using consultative approach.
• Perform quality assurance checks on content and test content behavior and communication in testing environment/sandbox prior to deployment in production.
• Coordinate with partner/customer institution’s & the IT team to ensure internal tools are properly integrated, whenever needed.
• Coordinate API implementation with LMS vendor and partners/customers
• Oversee management of LMS/website integrations.

Course Management

• Create and manage the overall course structure and set up course programs for learners based on predetermined specifications.
• Publish the online or blended learning solutions, create curricula and learning journeys/paths, add, or delete resources when appropriate.
• Manage the content and programs library.
• File management and course versioning oversight
• Complete day-to-day LMS administration including the creation of/updates to LMS account structure, courses, users, and enrollments.
• Create and manage user accounts, user permissions, user groups and learning cohorts.
• Managing and tracking of course catalogue and learning programs.

Reporting and Dashboarding

• Maintain accurate LMS records.
• Study all the LMS metrics and analyze to gauge effectiveness.
• Analyze and prepare reports on training utilization, enrolment, and program participation.
• Periodically publish dashboards with creative infographics to internal and external stakeholders on: Progress, completion rates, course status, scores etc. for all initiatives.
• Create and maintain creative & artistic custom dashboards in the LMS for ISYS, CSL, and institutional customers.

Technical Support

• Answer and resolve technical issues related to the LMS systems/features and manage LMS support help desk tickets in a ticketing system tool
• Serve as point of escalation for support issues, which may include interaction with LMS vendor and other vendor support services.
• Be the go-to troubleshooter for User Interface issues, navigability challenges, buffering issues, and any other obstacles related to the system.

Manage Vendor Relationships

• Work with the team and client to manage the contract and vendor relationships with LMS provider(s) & other training partner organizations.
• Be the SPOC (Single Point of Contact) between the team, client, IT team, and the Vendor for all queries and issues.
• Work with vendor and partner personnel to set up or make changes to LMS-related software integration, maintenance and implement quarterly updates/upgrades to the tool.
• Periodically assess the suitability of current LMS for company needs and identify possible alternative vendors/options.

Requirements: Required Experience and Skills

• 3-5 years of experience working with learning management systems (LMS), including management of courses, syndication, users, and learning groups.
• Proficiency with Learning Management Systems and related integrations.
• Experience working with and QA testing eLearning content.
• Experience with process documentation and contributing to system knowledge base repositories.
• Proficiency working in ticket-based workflow systems.
• Experience working with remote teams and use of virtual conference tools.
• Helpdesk experience is highly desired.
• Proficient in computer applications such as Windows and MS Office Suite, specifically Excel.
• Knowledge of adult learning principles and instructional design process.
• Solid customer service skills and the ability to communicate confidently and effectively on IT-related technical issues, in time sensitive situations.
• Ability to analyze, interpret, and synthesize complex information and present to others.
• Proficiency in software utilized for web-based instructional design (Articulate, Storyline or Captivate), and graphic design (Power Point and Adobe Creative Suite).
• Technical knowledge and initiative in learning new technology and eLearning trends.
• Ability to work independently and collaboratively. Experience collaborating with stakeholders and external partners.
• Experience working with subject matter experts.
• Skill in managing, planning, organizing, and directing complex processes.
• Excellent interpersonal, communication and organizational skills.
• Ability to efficiently manage and respond to multiple requests and priorities.
• Ability to think critically, analyze situations and data, and solve problems.
• Ability to obtain government clearance.

Preferred

• 2-3 years working as a Learning Management System Administrator.
• 2+ years of Public Health related work experience and/or public health related degree.
• HTML experience is a plus.
• Knowledge of SCORM 1.2, 2004 and AICC tracking standards, and ability to troubleshoot course issues.
• Understanding of Agile methodology.
• Data visualization software experience is a plus (e.g., Power BI, Tableau).
• Advanced proficiency with MS Office tools: Word, Excel, PowerPoint.
• Demonstrated critical thinking skills and outstanding attention to detail.
• High degree of comfort working in unstructured situations and ability to maintain poise, maturity and work well under pressure.
• Solid verbal communication and narrative development skills, with the ability to summarize and convey key insights from analyses to senior audiences.
• Previous experience working at CDC or supporting other government agencies preferred.

Education and Training

• Bachelor’s degree in Computer Science, Information Technology or related field. Master’s degree preferred.

While Executive Order 14042 is not being enforced at this time, we reserve the right to request proof of COVID-19 vaccination, proof of eligibility for an exemption, or periodic testing should the federal agency that this position supports require it.
Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer. May need to lift 25 pounds regularly.