Business Process Analyst (LMS Administrator)

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Job Description

The world of finance moves fast. At FIS, we're faster. Our teams are empowered to learn, grow, and make an impact-in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we'd like to know: Are you FIS?

NOTE: If candidates are located in/around Jacksonville, FL then expectations are to be hybrid (3 days in office)

About the team:

The Learning Solutions Operations Team has governance of all systems and tools that support Banking Solutions client training and the gaining of product knowledge for the purposes of client onboarding and implementing their FIS products. The team supports day-to-day operations for the broader 80+ member Learning Solutions team within Banking to ensure the successful implementation of their new FIS product(s) based on the product training that is developed and facilitated for our clients. Although multiple tools are utilized by Learning Solutions, by far the most prominent is out client-facing learning management system, FIS Academy.

What you will be doing:

The Sr. Business Process Analyst / Lead LMS (Learning Management System) Administrator is the primary contact for issues relating to the client Learning Management System. This includes the following;

• Primary liaison with vendor
  • Meet as needed
  • Review updates and advise team of any changes affecting current processes
  • Open support tickets and follow-up to make sure issues are resolved in timely manner

• Manage and Maintain LMS for External Audiences
  • Continually review the LMS product roadmap and enhancements and make available to meet our needs
    • Maintain QA environment and test new features and provide recommendations
    • Implement new features, such as AI capability
  • Work with Learning Solutions Instructional Design team
    • Create standard process
    • Ensure eLearning courses are created/updated using standards
  • Work with Power BI team
    • Ensure field names correspond to current dashboards
    • Research reporting issues
• Support employee administrators (Learning Solutions and other departments)
  • Provide employee administrator access
    • Complete required FIS ACL reporting on employee access. Remove employee access as notified (terminations)
  • Provide training as needed
    • Maintain documentation of regular processes
  • Provide guidance/assistance with tasks
  • Provide timely coverage for admins out of office or in India
• Support New FIS Products
  • Meet with potential training providers to discuss LMS capabilities and provide potential solutions
  • Train on process to add content and how we create/update courses/classes
  • Provide Content Admin access
  • Create new course codes and add to support spreadsheet
  • Create analytics as needed
• Support Clients
  • Work on ServiceNow support tickets from client end-users
  • Respond to escalated client issues, including taking over tickets from other admins
  • Work with Training Strategists
    • complete implementations requests
      • Organization and group set-up
      • User imports
      • Course/Curriculum registrations
      • reporting
    • resolve client issues identified
• Work with Learning Solutions Operations Manager
  • Reporting needs
    • Ensure reporting to Data Lake is accurate and current
    • Provide any special request reporting to management
  • Coordinate with employee training team (Global Learning)
    • Make training available to employees
    • Provide reporting
  • Provide any other support/assistance

• Sets up user profiles for new and existing clients to take their product learning on FIS Academy, including client administrators with special privileges to allow for self-serve on the system

• Publishes new and revised courses developed by Learning Solutions, as well as other teams that develop content for the system

• Ensures client access to the courses, catalog and curricula that are pertinent to each client based on their FIS product portfolio

• Develops and executes reporting and analytics which ultimately gets populated to PowerBI for Leadership to develop key metrics and update our KPIs on client learning

What you will need:

• 5+ years of Learning and Development experience

• 3-7 years of Learning Management System Administration (LMS) Experience, Docebo preferred but not required. LMS experience for external audiences such as clients and partners also preferred

• Ability to multi-task and be flexible on prioritization

• Excellent communication and customer service skills

• Ability to lead a dotted-line support team and be a point of escalation for 1st level support issues for Learning Management System (LMS) end-users and administrators

Added Bonus if you have:

• Excellent problem-solving and analytical skills

• Report writing skills

• Knowledge of FIS products and services a plus but not required

• Knowledge of Financial Industry preferred.

What we offer you:
At FIS, we hire the best. In return, you receive exceptional benefits including:

• Opportunities to innovate in fintech

• Tools for personal and professional growth

• Inclusive and diverse work environment

• Resources to invest in your community

• Competitive salary and benefits

NOTE: If candidates are located in/around Jacksonville, FL then expectations are to be hybrid (3 days in office)

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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