Are you looking for an opportunity to leverage your technical support experience in a role that works with multiple business partners to systemically resolve challenging technical issues and prevent future problems? Do you enjoy data analytics? We have an opportunity in Minneapolis for someone with strong analytical and customer service skills to administer the Learning Management System (LMS) and supporting applications for the Nation's 12 Federal Reserve Banks and Board of Governors. As a Business System Analyst in the Learning Management Support Office (LMSO), you will solve technical issues for our partners and end-users, be responsible for processes within our daily operations, extract and analyze data from our systems, and provide outstanding customer support.
Provides second tier technical customer support for LMSO applications on desktop and mobile devices.
Analyzes recurrent issues, and partners across multiple organizations to determine root cause and drive resolution.
Acts as a liaison to our first tier support partners, maintains knowledge bases, and analyzes all tiers of support for recurrent issues.
Develops and maintains knowhow of eLearning content integration with Saba Cloud LMS.
Maintains process documentation, identifies and pursues opportunities for efficiency gains and process improvement.
Uses data analysis skills to find patterns and identify issues.
Develops and maintains expertise in Saba Cloud Analytics, MS Access and/or other reporting tools.
Creates reports for customers to meet their business needs.
Develops and maintains expertise in the Saba Cloud LMS and related applications.
Serves as a subject matter expert on LMSO applications in order to assist our partners in solving unique business needs.
Writes, edits, and delivers communication and presentations to a variety of partners.
Conducts daily (morning) validations of system availability and successful data transfers.
Processes recurrent requests from our partners while meeting and exceeding department service level agreements.
Conducts User Acceptance Testing and Proof of Concept testing.
Participates in and leads LMSO projects of varying complexities as well as quarterly weekend upgrade testing.
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