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Enterprise Learning Services Consultant at International Paper in Memphis, TN

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Description

PURPOSE:

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

 

This position is responsible for the day-to-day administration and support of IP’s learning processes and technologies in support of the IP learning strategy.  Direct responsibility for consultation and support to users, regions, businesses and functions to achieve efficient and effective use and cost reductions through the expanded utilization of IP’s learning services platform.   

 

The successful candidate will be an enterprise subject matter expert on learning techniques, methods, content development and is very knowledgeable of learning technologies. 

 

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

KEY ACCOUNTABILITIES:

Administration and support responsibility for the Enterprise Learning Services processes and system to ensure efficient and effective deployment and operations of learning strategy, standards, business rules and technologies.

  • Work with Learning Services Manager in the identification, configuration, testing, and implementation of new systems or system updates.
  • Indirect responsibility for management of learning services analyst by providing functional training and support to new and less experienced team members, businesses, and staff groups for the development and delivery of courses.
  • Work closely with HR IT and HRIM to ensure that learning technologies are effectively integrated with other enterprise systems such as SAP, HRIS, Exchange, SecureIP, etc.
  • Provide general IP learning technology vendor management for ongoing support of systems and users.
    • Work with system vendors to troubleshoot issues.
    • Develop and maintain working relationships with HR IT organization, system vendors/partners/eLearning development vendors
    • Monitor vendor performance on issues and work requests.
    • Monitor and track open tickets on problems to resolution
    • Participate in regularly scheduled meetings with system vendors
    • Monitor service level turn-around times and accuracy for user tickets submitted to vendors
  • Perform analysis and provide input on enhancements to existing learning processes and training.  Provide business justifications for process improvements.
  • Provide consultation to the enterprise on use of learning technologies such as LMS, LCMS, knowledge management systems, authoring tools, analytics.
  • Help businesses plan and implement learning technology applications.
  • Provide consultation on the mechanics of various learning technologies.
  • Serve as primary troubleshooting point of contact with outsourced vendor support providers and IP HR IT services around MyLearning and other enterprise learning technologies.
  • Work with IT to inventory and analyze existing learning technologies within IP, and establish corporate standards for use.
  • Monitor the performance of learning technologies and outsourced vendor support provider services.
    • Report on usage / trends of IP and industry learning systems and associated learning technology.
  • Develop, maintain, and update training, help, and support materials for all users of IP learning technology platforms.
    • Document and update training and support documentation (information, process changes, etc.), including changes associated with Service Pack installations/updates, break/fix resolutions and system changes
    • Update the Enterprise Learning website with latest documentation
  • Plan and deliver training to IP users on the use of IP learning process and technology.
  • Assist in planning User Acceptance Testing associated with service pack installations/updates, break/fix resolutions and system changes
  • Troubleshoot, research, and monitor user issues/technical issues/problems with the Learning Technology
  • Publish newsletters, IP Today articles, and broadcast emails for change management and continuing education to community of users
  • Act as primary contact for users with training questions, consultation on the development and delivery of training content through IP Learning Technology.
  • Research and work with team members resolve problems escalated to group from Learning Technology users.
  • Conduct functional quality assurance of internal/vendor web-based course content (SCORM/AICC). Coordinate with HRIS, Technology Support (IT), and application provider & support to identify, troubleshoot, and resolve system issues.

     

     

 

KEY CHALLENGES:

  • Existing IP HR IT standards that affect learning technology systems, applications, systems interfaces, system integrations, and user access.
  • Increase in user and coordinator access with global utilization
  • Deployment of domain outside firewall will include access and support of customers, vendors, and external contractors.
  • Train and support outsourced vendors performing content development
  • Provide testing and support for off-the-shelf content and interfaces deployed via IP learning technology.
    • Providing systems support and training for both domestic and international populations.
    • Providing support to individuals with varying PC/technical skills ranging from none to very savvy; provide training to users with very limited technical skills requires patience, encouraging attitude, and problem solving skills.
    • Managing the growing demand for information on the use of the learning processes and systems with resource restrictions; provide solutions to users with limited resources and skills.

 

 

KEY COMPETENCIES:

Leadership/Management

  • Operational Excellence
  • Customer Focus
  • Conflict Resolution
  • Organizational Agility
  • Problem Solving
  • Interpersonal Savvy
  • Planning
  • Organizing

 

Functional

  • Learning on the fly
  • Technical Learning
  • Critical Thinking
  • Analytical Skills
  • Working knowledge of learning technologies
  • Familiarity with IT systems.
  • Instructional Design Skills

 

 

MINIMUM QUALIFICATIONS:

  • Bachelor’s degree required.
  • Minimum of 5-10 years’ experience with learning concepts, technology and eLearning implementations, administration, and support
  • Instructional design experience, preferably in an eLearning environment is necessary
  • Excellent verbal and written communications skills.
  • Training delivery experience (instructor-led and virtual instruction)
    • Possess high level of technical and functional expertise in all components, features and functions of Learning Management Systems (LMS), Learning Content Management Systems (LCMS), and related learning technologies platforms.
  • Knowledge of Learning Management Systems administration, support and troubleshooting experience (SumTotal, Plateau, SuccessFactors, Greenlight, Xyleme, Kinexa, Outstart, etc.)
  • Experience with authoring systems and web design software and programs (HTML, HTML5 XML, Flash, Camtasia, Captivate, Articulate, Photoshop) that facilitate elearning creation.
    • Support the planning, design, and implementation of reports for management and internal customers using various system and other reporting tools, to include: ST Report Manager, Crystal Reports, and in house BI system.
    • Able to build and sustain relationships with external consultants and internal employees at all levels of the organization.
  • Must be able to travel (US domestic and international) when required.

 

PREFERRED QUALIFICATIONS:

  • Experience with virtual classroom and other eLearning delivery systems (i.e., WebEx, AT&T Connect, Live Meeting, etc.)
  • Customer Service experience in support of Learning Management and/or Learning Content Management processes and systems (Greenlight, Xyleme, Kinexa, Outstart, etc.) and other supporting technology and systems (i.e., SharePoint, SAP, etc.) is a plus
  • Project management and/or vendor management experience is a plus
  • Change Management experience.  IPCP certification is a plus
  • Report development experience (Crystal Reports, BIDS, SQL, etc.)
  • Familiarity with Learning Technology industry standards including SCORM 1.2, 2004, and next-gen or TinCan (xAPI); and AICC.

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