IBM eLearning Specialist - L2 Support - Moodle Admin and Course Developers in BUDAPEST, Hungary
Develop eContent for eCourses and assist in the implementation of all e-learning modules, systems, procedures, and technology.
Test and do quality assurance on the developed eCourses.
Handle all requests reported by clients and respond to their received inquiries via chat or email.
Provide second level support including remote troubleshooting, investigating, diagnosing and solving computer configuration, software, system and network issues.
Create service requests to maintain detailed documentation of handling steps and update tickets for all incoming support requests in real-time.
Create incidents for failures and escalate the issue to the proper next level support team including all necessary details to troubleshoot and fix the problem.
Follow the proper process workflow and procedures when handling each service request.
Follow up regarding any open service requests and provide the client with updates on request status and progress till resolution.
Ensure that SLAs (Acknowledgement, Response and Resolution) are met for all handled service requests, incidents and problems.
Update self-help solutions for frequent problems including symptoms, causes and recommended resolutions.
Create up-to-date training support materials and job aids to team members and give training to them on new tools/technologies.
Attend all team meetings and training sessions to share knowledge, update the process and learn/train others on new tools.
Actively participate in the implementation of best QA practices and coordinate with team members for performance improvement.
Execute all tasks and assignments with focus on compliance and controls. This includes: adhere to and execute operational procedures and work instructions for the role, take appropriate education, alert management of risks, threats, etc.
2+ years technical support experience to handle CLMSH2 issues
eLearning knowledge (eLearning methodologies, technologies and tools: LMS/CMS, authoring tools, Instructional design, Graphic design) to participate in administrating the Moodle LMS and in developing eCourses.
Basic project management skills to participate in creating projects plans and migrating courses from other LMS to the currently used LMS
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.