CAREERS

Technical Advisor/Content Project Manager – Remote US Only

This role will have oversight and responsibility for the technical integrity and quality of all Learn on Demand Systems’ (LoDS) original content, which includes the management of the production schedule. In addition, this role will serve as a technical liaison to Original Content Authors, the LoDS Original Content Product Owner, and LoDS Content Team.

Responsibilities to include, but not limited to:

Management of Original Content Production Cycle (Pipeline management)

• Scope, Development, Test, Release

Owner of Original Content Quality Assurance

• Ensure content is well written, technically feasible, and may be executed as intended – includes content review and sign-off
• Ensure content utilizes the most recent and applicable tools available within LoDS’ platforms
• Manage satisfaction issues

Serve as technical advisor to Original Content Authors/Product Owner

• Review content proposals from authors – ensure alignment to product definition and technical soundness
• Brainstorm with authors and product owner regarding new areas of content or areas of improvement

Create and Maintain Original Content Best Practices documentation

• Product specifications
• Author Best Practices
• Author Tools and Templates

Required Skills:

• Manage multiple workflows and work within a matrixed and very agile environment
• Technical experience with Microsoft, Linux, and AWS preferred
• Experience with scripting languages such as BASH and PowerShell as well as ability to write scripts
• Knowledge and understanding of automation concepts and tools such as GitHub
• Knowledge of Learn on Demand Systems’ platforms preferred, and experience with Markdown Language is an advantage
• Knowledge of or experience creating assessment questions that can measure technical results
• Familiarity with IT Training industry an advantage

Help Desk Technician – Remote US only

Assist our customers and provide timely answers to their questions using multiple communication types (email/ticket system, phone, IM). This position requires focus on excellent customer service skills and moderate technical knowledge. Candidates should have the ability to clearly communicate and quickly assess escalation scenarios. Learn on Demand Systems has users from around the world and provides support 24/7 every day of the year.

General Responsibilities 

1. Assist customers with questions and issues around their lab user interface
   • End users require support on usernames, passwords, lab launches, connectivity and lab content 
   • Operations managers require support with class creation, rosters, lab launch testing usernames, passwords and other issues
   • Instructors
   • Lab developers 
   • High priority client-specific programs 
2. Escalate tickets per call tree when necessary to internal departments and team members
3. Support other internal departments as needed
   • Perform testing of One Learn Lab on Demand and One Learn Training Management Systems platform services and features
   • Report and document issues for Platform Team 
   • Work with Operations/Content on projects 
4. Develop and maintain best practices for use of Learn on Demand Systems
   • Provide feedback on the self-help articles available to users/clients
   • Provide/maintain internal documentation used by the help desk team on common tips and tricks to alleviate tickets 
5. Perform routine maintenance on One Learn Lab on Demand to ensure compliance with best practices and procedures

Expectations 

1. At all times have a thorough understanding of all aspects of Learn on Demand Systems services and products, including all features, functions, and capabilities
   • Training Management System 
   • IDLx
   • Lab on Demand 
   • ABA/PBT 
   • Automation Tools 
   • Cloud-Based Solutions (Azure, AWS) 
   • Shared Labs
   • Original Content
2. Be familiar with high priority clients/programs and general users of Learn on Demand Systems 
3. Have a solid technical background on the following
   • Basic PC equipment 
   • Audio configuration 
   • MS Office365 Applications 
   • Skype for Business 
   • Ticket tracking and timekeeping software 
   • Virtualization 
   • Classrooms, labs, courseware and other parts of Technical Education