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System Support Analyst & Sr. System Support Analyst

Company: TTi Global
Location: Troy
Posted on: May 3, 2021

Job Description:

System Support Analyst & Sr. System Support Analyst JOB OVERVIEW : System Support Analyst within clients Enterprise Technology Solutions group works with external clients and internal teams to provide quality solutions by performing the following duties. System Support Analyst Act as primary point of contact for LMS administrative support tasks such as: Set-up user and administrator accounts and maintain appropriate access. Troubleshoot all system admin issues and tasks. Add or edit entities in the system (users, courses, seminars, content, activities, audiences, etc.) Test and troubleshoot online content. Set-up and work with enrolments, large scale course deployments, certifications, and bulk actions Troubleshoot and resolve access issues. Generate system reports and run custom reports. Train other administrators on key system functionality, administrative tasks and processes. Work with the client to standardize, streamline and coordinate business and system processes. Understand, document, and clearly communicate these business processes to both client stakeholders and internal teams. Work independently with users to define tasks and drive those to completion. Interpret client business needs and translate those into practical system application and operational requirements, utilizing strong analytical and product management skills. Participate in client meetings related to support, modifications, configurations and customizations. Evaluate requests and determine the level of support and documentation required. Engage and work with other team members to resolve issues. Work with the Project Manager to plan and estimate requests. Serve as liaison between client and technical resources as required; escalate issues through the proper channels and work with escalation point person to achieve issue resolution. Troubleshoot content integration issues to conduct root cause analysis and recommend or provide a resolution when possible. Maintain ongoing system documentation. Maintain or make recommended changes to system configurations post go-live for continuous application improvement. Perform impact assessments of requested changes to determine and document benefits and risks of proposed alterations. Provide best practice recommendations on using the system. Job Requirements: Requirements: 2 or more years of experience supporting Totara Learning Management System Knowledge of technical data processing procedures, policies, and best practices Excellent verbal and written communication skills Strong analytical skills Ability to support and engage in multiple initiatives simultaneously. Ability to work both independently and within a team environment. Ability to problem-solve creatively and analytically in a fast-paced environment. Takes initiative to stay current on latest products, system releases, processes, and industry trends. Preferred: Content testing experience Familiarity with AICC and SCORM protocols Familiarity with SharePoint and/or issue ticket tracking tools

Keywords: TTi Global, Troy , System Support Analyst & Sr. System Support Analyst, Professions , Troy, Michigan

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