Solutions Analyst (Information Technology)

Ascend Learning is a national leader in data driven, online educational solutions for learners, educators and employers in high-growth, licensure-driven professions spanning healthcare, fitness and wellness, skilled trades, insurance and financial services. We are passionate about accelerating learning while impacting job readiness, employment success and employee retention with the belief that our work changes lives.

Our culture is intentionally results-driven and selfless with a relentless focus on our customers. We believe in trust, transparency, freedom and responsibility with a commitment to meritocracy, inclusion and diversity of thought. Continual investment in our over 1400 employees is also a core principal realized through ongoing professional development and providing opportunities to grow, develop and lead. Ascend Learning is headquartered in Burlington, MA with additional office locations and remote workers in cities across the U.S. and in the U.K.

 

Jones & Bartlett Learning, a division of Ascend Learning, is a world-leading provider of instructional, assessment and learning-performance management solutions for the secondary, post-secondary, and professional markets.

The  Solutions Analyst will serve in a consultative customer-facing support role, having responsibility to act as escalated technical application/customer support. The Analyst will define requirements to facilitate new and recurring technical revenue opportunities (sales engineering) driving customer success and retention through delivering technical training, while also providing application problem management & support. The consultant will assist with availability of critical company systems by participating with Change/Incident Management activities, analyzing reported incidents, coordinating SME-level support for issue resolution, and recommending system controls and protocols.

 

Roles & Responsibilities:

LMS Platform Management:

• Provide escalated Tier 3 application (LMS) support for reported outages, latency, or performance issues
• Act as front-end administrator for customers ensuring operational readiness of all LMS environments to include development, staging, and production environments.
• Provide consultative SME-level application assistance to product/project teams relative to LMS best practices, capabilities, and current constraints.
• Facilitate release (promotion/demotion) of completed courseware from various Moodle environments
• Assist with management of 3rd party LMS cartridge deployment, administration, and issuance.

 

Post-Sale Technical Support/Implementation:

• Act as escalated technical customer support (Tier 3) resource to assist with complex customer issues or in situations when the retention of a strategic account is in jeopardy.
• Create materials, courseware, and supportive documentation for training external users, as well as sales enablement collateral for internal staff, on digital products/systems.

 

Application Problem Management:

• Perform issue validation, document steps to replicate, and coordinate the correct resources to effect a timely resolution providing post-mortem follow-up and resolution documentation as needed.
• Perform QA to ensure operability/availability within affected application(s).
• Provide technical assistance and represent business unit during incident management for Tier 1 system outages or issues with major impact to the business (SOR, SEV1, and maintenance) May require “on-call” status.
• Participate in Change Management and Incident Management activities as warranted.

 

Education and Experience:

• Bachelor's degree in business management, computer related field, or equivalent work experience.
• Previous experience with hands on business analysis, software documentation and software development/ requirements process in the technical industry.
• Previous experience with process management and process change implementation.
• Previous experience supporting Learning Management Systems.
• Previous experience supporting Moodle a plus.
• Previous experience writing SQL queries, Linux, PHP, Apache, and MySQL a plus.

 

Skills and Abilities:

• Strong analytical skills and attention to detail.
• Excellent verbal and written communication skills with all levels of users and with management.
• Expertise in the Microsoft Office Suite, Microsoft Project, Microsoft Visio and Jira are preferred.

 

Ascend Learning; LLC is proud to be an equal opportunity employer. No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

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