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Conduent delivers mission-critical services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It's why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.
Conduent's differentiated services and solutions improve experiences for millions of people every day, including two-thirds of allinsured patientsin the U.S., 10 million employees who use its HR Services, and nearly nine million people who travel through toll systems daily. Conduent's solutions deliver exceptional outcomes for its clients including $16 billion in medical bill savings, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more atwww.conduent.com.
Req ID: 2019-18289
Locations: Webster, New York, United States
Job Type: Full-time regular
The LMS Administration and Transaction Processing professional will support client Learning Management System (LMS) requests through client or Conduent proprietary technologies and process the transactions in accordance with specified documented procedures and policies to meet service levels. On occasion the role will directly collaborate with the client in both written and verbal communications to verify and review transaction requests and to make recommendations to the client on the best solution for the transaction within the LMS for client learner support requirements. The role is responsible for handling learning transactions utilizing multiple systems to access and update information. Many transactions will have short completion timeframe, so ability to process effectively and accurately is critical.
The role is responsible for the accurate review, data entry and auditing of requests into the learning system and related systems as necessary. The role will be able to demonstrate their ability to multi-task by processing transactions, using excellent organizational skills and effective attention to detail. The position has responsibility for working with management to standardize current processes and seek out process improvements to ensure consistency and accuracy of transaction processing. This position may also participate in special center projects and programs like benchmarking studies, data gathering and knowledgebase building.
Develop and maintain excellent client relationships through the delivery of customer service, communications and service delivery. Main tasks involve performing detailed request analysis, processing requests, and supporting the deployment of training programs and initiatives as part of the LMS administration, employing extended administration responsible for end-to-end management of multiple learning events including:
Review and analysis to LMS requests for completeness and accuracy.
Communicating with the client requestor as needed to verify and review requests.
Make recommendation on request solutions to meet client learner requirements.
Process requests in a timely and accurate manner.
Leverage the client's HR/Learning management tools and technologies and/or Conduent technologies to provide timely and accurate processing of LMS requests.
Gather client satisfaction feedback and identify ways to improve and/or maintain excellent service.
Anticipate and address issues that will affect the service quality or client satisfaction.
Communicates directly with clients and training participants, including those that are higher profile, regarding questions, issues, revisions, and classroom support including emailing calendar invitations, reminders and follow ups.
Support client and training participant escalations on issues and concerns and should resolve them.
Schedules and plans complex classroom facilities in support of classroom delivery and other events.
Reserves and books classrooms, manages material printing and shipping, schedules catering, and requests classroom Audio Visual (AV) and Information System (IS) setup based on class delivery requirements.
Coordinates successful completion of Learning Management System (LMS) intake requests and updates with LMS processing team.
Coordinates and supports off site (hotel, conference facilities) training coordination and logistics activities for high profile or more complex classroom delivery and conference events.
Reviews, revises and maintains ownership of all training coordination (TC) and logistics checklists to ensure classroom delivery quality.
Completes assignments and facilitates the work activities of others; may coordinate work beyond own area.
Proposes improvements to processes and methods.
Works autonomously within established procedures and practices.
Key Skills and Qualifications:
Proficient with personal computer including typing/keyboard skills, email, & Windows environment. General familiarity of office equipment (i.e. Telephone, fax, printer, and copier) required.
Proficient in Internet Explorer navigation, basic math skills (addition, subtraction, multiplication, percentage).
Intermediate knowledge of Microsoft Office Suite.
Ability to multi-task, prioritize work and manage time based on business needs.
Functions independently without direct supervision due to exceptional knowledge of systems, processes and procedures. Good organization skills with attention to detail and ability to follow through.
Ability to work on assignments that are semi-routine in nature where ability to recognize non-standard procedures and transactions.
Ability to communicate to keep team members informed of progress/status of issues.
Able to cross train to learn various team functions and to assume the duties of other team members as required. Co-operate with team members to complete projects.
Associate's or bachelor's degree.
Three or more years of experience in a client service environment.
Prior experience working in a Learning Administration role is a plus.
Knowledge of commercial LMS applications a plus.
Active listening skills to hear the underlying need in the client's request.
Strong communication/interpersonal skills to build rapport with the client.
Effective verbal and writing skills required for client communications.
Proven analytical background/skills to analyze the best solution for the client.
Expert time management skills to ensure successful on-time processing.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the “Submit“ button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first:click here to access or download the form.