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Enterprise Learning Services Analyst at International Paper in Memphis, TN

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The Enterprise Learning Services Analyst is responsible for the day-to-day support of the Learning Management System (LMS) processes, Learning Content Management System (LCMS) processes, Virtual Classroom System (VCS), and related learning technology platforms including all operational aspects and publishing of content (i.e. learning objects from the LCMS for the LMS).


The person in this role will manage and/or research resolution of customer issues, ensure the proper performance of web-based course content, design, create, document and deliver training, and manage the availability and usefulness of all required reports.  Consult with customers on content development and use of technologies; create new group content; load and process custom and/or vendor off-the-shelf content; update and maintain existing group content.


The person serving in this role will work closely with Enterprise Learning Services Manager to ensure and monitor adherence to Enterprise Learning Services guidelines and group administrative processes.  The successful candidate will also work closely with department management to ensure that methods and objectives are consistent with the defined learning strategy while achieving measureable improvements.


Key Customers includes International Paper employees, businesses and staff groups; training and development leads and teams, external contractors, vendors, and customers.




Provide consultation on the administrative, processes, and training support to users of IP’s learning methodology.  The successful candidate will:

  • Develop, maintain, and update Enterprise Learning training, help, and support materials.
    • Update central group Learning website with latest documentation (information, process changes, etc.)
    • Review processes and support documentation for updates and improvements
  • Plan and deliver training to IP users of IP learning technologies and demonstrate solid understanding and proven application of adult learning principles.
  • Facilitate training (classroom and virtual classroom) when applicable.
  • Support implementation and change management of new learning technology systems on IP network
  • Perform testing of Service Pack (SP) installations, updates, bug fixes, and system changes to Learning Technology platforms.
  • Troubleshoot, research, and monitor issues with the Learning Services processes.
  • Publish newsletters, IP Today articles, and broadcast emails for change management and continuing education to community of users
  • Consult with and assist new user groups (facilities, staff groups, etc.) in the on-boarding process for learning systems.
  • Act as primary contact for all users with training questions, consultation on the development and delivery of training content
  • Research and resolve problems escalated to group from learning technology users.
    • Contribute in the recommendation of instructional standards, strategies, learner engagement strategies, and evaluation plans
    • Work with IP HR IT organization in troubleshooting technical application, server, and systems interface issues.
    • Monitor and track open tickets on process issues/problems to resolution
    • Participate in regularly scheduled meetings with HR IT
    • Track ongoing system maintenance and updates


      Provide consultation and support to IP businesses and staff groups in the engagement of external vendors.

  • Ensure vendor understands IP criteria to integrate with the learning management environment
  • Provide integration support with vendors and HR IT
  • Provide consultation to content developers on IP Instructional Design guidelines and Learning Technology system specifications




  • Operational Excellence
  • Technical Learning
  • Interpersonal Savvy
  • Presentation/Instructor Skills
  • Written Communications
  • Listening
  • Informing
  • Time Management
  • Learning on the fly
  • Customer Focus
  • Process Management




  • Bachelor's degree and equivalent related work experience in learning systems, corporate education or training
  • 3-5 years experience working with corporate wide learning processes and technologies (i.e., SumTotal 8.2+, Plateau, SuccessFactors, Greenlight, Xyleme, Kinexa, Outstart, etc.).
  • 1-2 years experience in a technical support or customer service field.
  • Stand-up technical instruction and presentation experience.
  • Multi-task and prioritize work with competing deadlines.
  • Experience with Virtual Classroom Solutions (WebEx, Live Meeting, AT&T Connect, etc).
  • Excellent verbal and written communications skills.
  • Customer service and results oriented.
  • Familiarity with Learning Technology industry standards including SCORM 1.2, 2004, and TinCan (xAPI); and AICC.
  • Ability to learn reporting tools such as Crystal Reports and BIDS, Business objects, or SQL Reporting
  • Experience with eCourse and web design (HTML, XML, Flash, Photoshop)
  • Experience with authoring systems (e.g., HTML5, Flash, Camtasia, Captivate, Articulate, etc.), programs that facilitate e-learning creation
  • Must be able to travel (US domestic and international) when required.

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