Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative IT solutions to the Federal Government. We are committed to excellence, innovation, and supporting mission-critical programs that serve our nation.
We are seeking highly skilled and experienced IT professionals to provide advanced Tier II help desk support for Health and Human Services (HHS) National Institutes of Health (NIH) Learning Management System (LMS) .
Requirement PurposeThe LMS federal project team will maintain primary responsibility for implementing the HHS LMS across NIH. The purpose of the requirement is for assistance with LMS administration. This assistance will be used to provide technical and functional support to the project team to support the NIH community with implementation, adoption and utilization of the LMS. The Training Specialist to support the development of LMS Administrator role-based training as well as end-user training for the NIH community. In addition to LMS support, NIH needs additional support for the system migration project depending on the implementation schedule and system functionality of the Core HCM platform.
Specific Requirements 1. Customer Support and Consultationa. Provide consultation to end-users and system administrators to include system demonstrations
b. Provide support to the NIH community to increase their use of the LMS
c. Provide advice, guidance, and technical evaluation for online training content in the LMS to include reviewing items for SCORM compliance
d. Provide training and information to Tier 1 Help Desk agents
e. Provide Tier 1/Tier 2 Help Desk Support in troubleshooting LMS issues to support end-users and system administrators
f. Monitor and report on ticket trends and patterns to identify potential LMS issues or training needs
2. System Maintenance, Enhancement & Migrationa. Facilitate system audits to maintain data integrity and uphold system governance
b. Triage system issues and escalate to Tier 3 support as needed
c. Identify opportunities for system enhancement
d. Gather and define requirements for system enhancement
e. Participate with federal leads in user acceptance testing for LMS development and enhancement projects
f. Migrate historical/external data to the LMS including assistance with data configuration, transformation, and user acceptance testing
3. System Interface Supporta. Support and maintain system interfaces
b. Test and validate modifications to system interfaces
c. Gather and define requirements for interface development
4. User Documentationa. Maintain knowledge base and system documentation
b. Maintain role-based access for auditing purposes
c. Create and revise materials for various end-user target audiences; items may include job aides, user manuals, and training materials
5. Outreach, Advocacy & Collaborationa. Identifying the effect of system changes and ways to mitigate the impact across NIH
b. Planning for outreach, communications, and training efforts
c. Providing outreach to the LMS user community to promote use of the LMS
d. Assist the project team with implementing various LMS initiatives at NIH
e. Keep the federal leads apprised of any risks or issues associated with the LMS
f. Attend and participate in LMS team meetings and other LMS-related meetings as requested by the federal leads
Minimum skills and experience requirement for LMS Administrators - Experience with learning management systems used as an enterprise tool
- Experience with major IT system implementations and supporting end-users
- Experience with Help Desk support
- Experience maintaining user documentation and SOPs
- Experience supporting system interfaces
- Experience migrating data between systems and ensuring the quality of the migration, to include acceptance testing
- Experience with SCORM standards and Section 508 requirements
- Experience delivering system training (e.g. instructor-led, webinar-based, small group demos, or 1:1 consultation)
- Experience using virtual collaboration tools for training, communications, and customer service
- Excellent verbal and written communication skills
- Excellent customer service skills
- Knowledge and experience working with sensitive data
Other skills and experiences considered helpful but not required- Experience with Totara / Moodle
- Experience with courseware authoring tools
- Experience with ServiceNow
- Experience with SharePoint
- Experience with Microsoft 365
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