**Main Functions**:
- Carries out problem management in relation to the learning management solution by effectively identifying, escalating and addressing their root causes and preventing their recurrence. Manages the resolution of identified problems either in person, via an IS resource or the external vendor, reporting back to the customer when appropriate.
- Ensures the full realization of learning technology benefits as appropriate to the requirements of the business, through business consulting activities and support of ways of working and best practice.
- Analyses, validates and documents changes (bug fixes, legal requirements) that identify how these agreed needs can be best addressed in a cost-effective manner.
- Drives full end to end resolution of problems and fixes within the validated learning technology systems.
- Chairs key meetings with customers in order to build and maintain strong working relationships.
- Keeps adequate documentation updated to maintain the systems validation status.
- Ensures that GxP and SOX regulations are adhered, and deviations are handled as appropriate.
- Gathers business requirements, analyses, provide conceptual and detail design to meet business needs, performing necessary learning technology configurations, write detail specifications for development, test and rollout the solution
- Analyses, designs, document, and tests software modifications to existing processes/configurations, reports, forms, extensions, and interfaces in all the environments.
- Controls small projects under general guidance ensuring delivery of project outputs according to plan, reviewing and refining plans as required.
- Responsible for configuration of Learning Technology products ensuring proper documentation is delivered.
- Use eLearning development tools, such as, but not limited to PowerPoint, articulate 360 and Captivate, to develop eLearning solutions
- Identify the expertise that is required to design, develop, deliver, and evaluate learning solutions, and involve SMEs or other external resources as appropriate and creating documentation as needed.
- Work independently or lead a team to design, develop, deliver, and evaluate learning solutions.
- Evaluates and manages vendors for outsourced learning development and implementation.
- Develop and implement learning communications to the appropriate stakeholders.
- Analyze evaluation data for learning solutions and recommend corrective and preventative actions if deficiencies are identified.
**Education**:
**Other Skills and Qualifications**:
Saba Cloud Mastery Certificate of Learning Administration - Suggested
Saba Cloud System Admin Essentials Accreditation - Recommended
ITIL® 4 Foundation Certification - Recommended
**Preferred Experience**:
- Minimum of 2 years implementing, configuring and maintaining Learning Management Systems within biotech, pharmaceutical, or similarly regulated industries.
- Experience working within validated system environments.
- Experience working with API and Endpoints (e.g. Mulesoft).
- Understanding of GxP and SOX regulations and processes.
- Understanding of eLearning communication protocols (e.g. SCORM, xAPI, AICC), and their interaction with Learning Management Systems.
- Familiar with continuous improvement processes (e.g. Lean).
**Required Knowledge/Skills**:
- Experience of incident management and ability to perform effective Problem management/troubleshooting.
- Highly skilled in Learning Management Systems configuration and management.
- Excellent English written, verbal, and interpersonal communication skills
- Highly skilled in Project Management.
- Highly skilled in time management and organizational skills.
- Skilled in Vendor Management.
- Proven customer-oriented focus and customer service skills.
**Required Behavioral Competencies**:
- Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes
- Ability to lead and manage highly complex training projects that require more than one deliverable along with handling multiple projects to successful completion
- Ability to prioritize effectively and to adapt to changing priorities
- Comfortable working with Senior Leaders (both internal and external)
- Ability to build relationships within a matrixed organization
- Ability to adapt to change and work through conflicts while persuasively influencing outcomes