Infor

Infor is seeking an Education Operations Specialist to join the Global Enablement & Education organization. In this role, you will be responsible for providing 2nd level support for all LMS related issues.  As a support specialist you are the go-to person that can provide assistance and support related to any customer inquiry, user uploads and general administration of both internal and 3rd party LMS platform. You will be responsible to ensure all inquiries are triaged and addressed within the proper SLA and ensure that your customer/stakeholders are satisfied with the outcome. 

As an Education Operations Specialist, you will work with cross-functional teams to deliver appropriate solutions that have been tested and documented to meet customer/stakeholder satisfaction.

A Day in The Life Typically Includes:

• Troubleshoot & Communicate with customer/stakeholders to diagnose reported issues
• Manage ticket inquiries and ensure that appropriate SLA’s are being met
• Respond to tickets, emails, and calls on support issues
• Perform User uploads to the appropriate LMS platform
• Provide step-by-step instructions to resolve the issues
• Provide workaround solutions whenever necessary
• Provide training sessions for customer engagement teams on new features and functionality
• Document details of customer/stakeholder’s inquires that identify the issue, solutions, and customer satisfaction
• Provide instructions when necessary in simple terms
• Work together with other Support Engineers to find solutions/work around to more complex issues
• Communicate gaps in the LMS platform to the Senior Product Owner
• Perform testing of new functionality and features being rolled out
• Build and maintain relationships within different organizations of the company 
• Use feedback from customers/stakeholders to update and maintain an accurate Knowledge database
• Attending training sessions and or conferences to stay current with implemented LMS platforms

• Excellent written and verbal communication skills
• Excellent troubleshooting abilities
• Ability to quickly diagnose and resolve inquires
• Exceptional teamwork skills to provide help to other team members when required
• Ability to understand new features and functionality as they are implemented
• Ability to work in a fast-paced environment
• Ability to work with minimal supervision
• Must have a can-do attitude
• Strong attention to details
• Ability to prioritize and manage time
• Ability to document and suggest process improvements and or efficiencies
• Ability to meet tight deadlines

What Will Put You Ahead?

• Sharepoint administration knowledge
• Jira administration knowledge
• LMS administration experience
• REST API experience
• CSS/HTML/Javascript experience