Learning Systems Administrator and Coordinator
Learning Systems Administrator and Coordinator
LogRhythm is a world leader in NextGen Security Information and Event Management (SIEM), empowering organizations to successfully reduce risk by rapidly detecting, responding to and neutralizing damaging cyber threats. Our platform combines user and entity behavior analytics (UEBA), network traffic and behavior analytics (NTBA) and security automation & orchestration (SAO) in a single end-to-end solution. Among other accolades, LogRhythm is positioned as a Leader in Gartner’s SIEM Magic Quadrant. We are based in Boulder, CO with offices in Maidenhead UK, Australia, Singapore, Germany and The Netherlands.
Opportunity
We are looking for a Learning Systems Administrator and Coordinator to join the Training and Enablement team to provide administration and support for our learning solutions and coordination of our learning resources. In this role you will triage and respond to incoming internal and external questions and requests, create and maintain the training schedule, develop internal and external department communications, and complete projects to improve operational efficiency and learner experiences. As the training team pivots to more on-demand learning, your focus will also pivot to projects to improve the on-demand learning experience. These projects will include developing communication strategies to encourage ongoing learning, gathering learner feedback throughout the learner journey, and optimizing our learning platforms to meet the dynamic needs of the team and our learners. To be successful in this role you will need to be comfortable communicating with customers, balancing multiple activities and projects, navigating enterprise software, and above all have a mindset of continuous improvement, especially with respect to processes, tools, and stakeholder experience. You seek continual improvement and efficiency in all the operational processes you manage and apply strong project management discipline to project work as assigned.
This position is US-based but may be 100% remote.
Responsibilities
While this mix of responsibilities are subject to change over time due to business needs and the ever-changing nature of security software, here is a rough breakdown of daily activities and responsibilities:
30% - Learning Systems & Service Requests Support
· Answer customer and internal employee questions regarding schedules, registration, and other training related needs and provide support as necessary.
· Monitor the training inbox and provide responsive support to triage, troubleshoot, and resolve basic tier I issues/questions. Escalating more complex issues to tier II as situations require.
· Monitor training enrollments and provide LMS access support as necessary.
· Maintain registration confirmations and other various requests submitted by customers via the LMS.
· Serve in rotational after hours on call support 1 week/month. This means being available to respond to service requests from customers or employees after general work hours and days. This is typically a non-eventful time, but occasionally a service request that requires a quick response does come in.
20% - Training Schedule Development, Maintenance & Reporting
· Oversee the development and maintenance of a rolling 90-day schedule of global in-person and online instructor-led courses, including instructor assignments, to meet learner demand and optimize training resources
· Maintain awareness of emerging customer and partner sales of onsite course deliveries and help prioritize requests.
· Manage and communicate changes to the master schedule based on unanticipated events.
· Meet regularly with team and internal stakeholders to identify issues and implement improvement strategies.
· Maintain training operations on call schedule and assignments.
· Report on training completions, historical class fill rates, existing class capacity, and other relevant schedule and operations metrics.
20% - Systems maintenance activities
· Create and maintain training attendee and agreement records, user data, and other relevant system records requiring manual processes.
· Maintain automated features of Salesforce and LMS, to include auto-generated emails and other automation logic.
· Execute systems improvement projects to support operational and learning experience goals.
· Perform manual end of month and quarter revenue recognition process.
10% - Department and Stakeholder Communications
· Responsible for team communications to internal/external stakeholders via various channels.
· Develop and maintain internal and external resources regarding the Training and Enablement team including the instructor-led schedule, policies, catalogs, SharePoint site, LogRhythm.com training site, and Partner Portal training page.
· Send customer-facing and internal communications regarding Training and Enablement team updates.
10% - Learner Journey Improvement Projects
· Continually improve the efficiency of processes and experience for all involved, from the customer to involved partners and internal employees.
· Continually seek feedback from stakeholders and learners to identify areas for improvement.
· Participate in executing various improvement initiative projects as needed.
10% - Process and Policy Documentation
· Create, communicate, and adhere to training policies and scheduling processes.
· Develop and maintain policy and process documentation for internal and external stakeholders.
· Develop and maintain systems admin documentation.
Qualifications
· 2-5 years system administration experience and/or customer service experience in a corporate setting.
· Excellent customer service and communication skills, verbal and written. Articulate, good telephone demeanor and positive attitude.
· Able to work multiple projects simultaneously with excellent time management, organization, and planning skills.
· Ability to generate status reports and sponsor’s meetings to provide information to stakeholders.
· Strong attention to detail.
· Proactive vs. passive.
· Ability to adapt to changing needs of the business and comfort with ambiguity.
· Ability to re-prioritize work to meet the demand of fast-paced environment.
· Highly skilled in Microsoft Office tools, especially Excel, PowerPoint, and Power BI.
· Salesforce, and experience with one or more learning management systems.
· Experience with Saba LMS and Khoros Community a huge plus.
· Skilled in SharePoint site maintenance also a huge plus.
· CAMP or PMP certification also a huge plus.
Salary and Other Compensation
- The annual starting salary for this position is between $50,000-60,000 Annually depending on experience and other qualifications of the successful candidate.
Benefits:
- LogRhythm offers the following benefits for this position, subject to applicable eligibility requirements.
- Medical
- Vision
- Dental
- HSA
- FSA
- 401k plan
- Flexible time off
- Employee assistance program
Additional Information
- Created:/ Revised Date: June 25th 2021
- Reporting to: - Manager, Training and Enablement
- Location: - Boulder, Colorado (will consider US remote working)
- Employment Status: - Full Time
- FLSA/ Applicable State Law Status- Exempt
Workplace equality & inclusion are not just words or topics for LogRhythm, they are part of our core values, beliefs, and integral to our company culture. We hire the best of the best and do not discriminate based on race, gender, age, religion, sexual orientation, identity, or other personal factors. LogRhythm was built on the principals of innovation, dedication, creativity, and commitment. It is through these key areas we were able to grow as an equal and inclusive workplace, one where our employees feel respected and safe in.
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The company reserves the right to modify this information at any time, subject to applicable law.