Systems Support Analyst
Posted Updated 8
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Description
Systems Support Analyst
HighPoint Global’s professionals focus exclusively on helping government agencies and companies implement their most critically strategic initiatives. The role of System Support Analyst contributes to HighPoint Global by providing quality and timely solutions including, but not limited to, deploying training to a content management system (HTKR) and Learning Management System (LMS), creating detailed documentation of processes and procedures, generating system and custom reports, managing accounts and assignments, and troubleshooting application issues while always ensuring a high level of service.
JOB RESPONSIBILITIES:
- Provide LMS training and support to various users.
- Add or edit entities in the system (e.g., items, content objects, objectives, assessments, reports).
- Research and resolve LMS functionality issues.
- Set up and work with curricula, large-scale course deployments, and assessments.
- Possess superior organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.
- Support system implementations and/or upgrades by completing test cases and documenting results.
- Participate in client meetings related to support modifications, configurations, and customizations of training delivery.
- Evaluate requests and determine the level of support and documentation required. Engage and work with other team members to resolve issues.
- Maintain ongoing documentation (test cases, job aids, SOPs, checklists, and timelines).
- Execute system reports within the LMS.
- Train other administrators on key system functionality, administrative tasks, and processes.
- Work with stakeholders to standardize, streamline, and coordinate business and system processes. Understand, document, and clearly communicate these business processes to stakeholders.
- Work independently with users to define tasks and drive those to completion.
- Work with client and technical resources as required; escalate issues through the proper channels and work with escalation point person to achieve issue resolution.
KNOWLEDGE AND SKILLS REQUIREMENTS:
- Knowledge using SuccessFactors preferred.
- Ability to manage technical data, processing procedures, policies, and best practices.
- Skilled use of Microsoft Office Suite, specifically Microsoft Excel.
- Skilled creative problem-solving in a fast-paced environment.
- Takes initiative to stay current on latest products, system releases, processes, and industry trends.
EDUCATION AND YEARS OF EXPERIENCE REQUIREMENTS:
- Associate's degree or equivalent from a two-year college or technical school; or one year of related experience and/or training; or equivalent combination of education and experience.
- One or more years of experience supporting an LMS.
- Familiarity with SCORM protocols preferred.
- Experience with SharePoint and/or issue ticket tracking tools preferred.
A reasonable estimate of the current range is $65,000-$70,000
ABOUT HIGHPOINT:
HighPoint is a growth-oriented firm that provides a unique, differentiated employee culture relative to our Federal market peers. We leverage this growth-oriented and employee-focused culture to attract and retain a higher grade of talent than our peers to be an employer of choice.
HighPoint helps government agencies elevate the citizen experience (CX) by improving the touchpoints through which citizens interact with government. We were founded in 2006 by Ben Lanius with the spirit of transforming how agencies connect with and empower citizens to deliver on mission-critical objectives.
At HighPoint, our focus is on delivering results that matter. We support and modernize our federal customer’s mission critical systems and functions. Agility is at our core: it is the mantra that drives us to succeed. We work quickly, analytically and deliver on agency priorities.
HighPoint is a privately held company with a team of over 130 passionate professionals spread across 12 states in the U.S.
HighPoint Digital, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local law.
HighPoint Digital, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with HighPoint’s legal duty to furnish information.