Lead, Learning Systems (Philippines)

Job Description

Cruise Administration Services, Inc. (CASI), a Carnival Cruise Line entity in the Philippines, is currently looking for Lead, Learning Systems. Only candidates located in Metro Manila, Philippines to apply. Job Summary The Lead, Learning Systems (CASI) is responsible for providing advanced support, guidance, and expertise in the management, optimization, and utilization of the organization's shipboard learning management systems and learning support. This role acts as the primary resource for complex technical issues, advanced system administration and support, and ensuring the LMS aligns with the organization's training and development objectives. Essential functions: Specialist Training and Support Effectiveness: Lead the training, guidance, and coaching of new system specialists and serve as senior escalation support to assist specialists in resolving more complex issues. Oversee and monitor support workload / volume and specialist resolution efficiency/effectiveness; ensure workload is properly distributed based on support volume and SLAs vs other system and project priorities. Audit the execution quality of specialist investigation, documentation, and resolution of learner issues per Service Level Agreements (SLAs) and provide feedback. General System Administration & Enhancement: Serve as the subject matter expert on the LMS and support systems for Carnival, staying updated with the latest features and best practices. Lead the administration of the LMS and support, including system maintenance, updates, and enhancements in partnership with stakeholders, vendors, HR and IT Departments. Optimize system performance and ensure its reliability. Effectively plan and communicate system updates, upgrades, and integrations in partnership with stakeholders, vendors, HR, and IT departments. Lead learning systems projects in collaboration with IT, and other stakeholders to ensure the project deliverables are met within timelines and/ or budgets. Serve as the lead with vendor support teams to ensure that product issues and support needs are advocated for and addressed timely. Verify, track, and monitor product issues and enhancement needs to ensure prompt attention and resolution by our vendor and internal support teams. Resolve system discrepancies and ensure seamless integration of learner data (outbound and inbound) between HRIS and the LMS, ensuring that actions, approvals, and documentation adhere to established governance processes. Course Maintenance and Deployments: Plan, schedule, and communicate course deployments, aligning course set-up requirements with system capabilities to ensure that the system set-up and rulels meets design and learning objectives to efficiently facilitate training results. Lead routine maintenance on courses and assets, including updates, enhancements in accordance with established governance processes. System Quality Assurance: Develop and lead quality assurance processes for the LMS environments and its integrated products/processes to provide a quality user experience. Lead the development and refinement of training, system, and support process documentation. Lead routine LMS system and support process audits and checks and monitor performance metrics. Test, configure, maintain, perform, and document accurate QA for the LMS environment and its integrated products/processes, including user experience. Provide advanced troubleshooting, requirements gathering and technical support. System and User Documentation: Develop and maintain training, guides, and resources for employees on the effective use of the LMS. Deliver training to employees as needed. Maintain accurate and user-friendly system resources. User Provisioning and Password Management: Oversee user account/access provisioning within the LMS environments, including but not limited to managing user profiles/roles and user accounts; and changing passwords. Ensure users have correct access based on their role needs. Handles special projects within the team as needed. Qualifications Preferably with Bachelor’s degree in related field of study; master's degree preferred At least 5 years of experience in learning systems administration or related roles Relevant project or systems management certifications preferred Proficient in learning management systems, support and/or project management applications. Proficient in MS Office 365 suite of applications Excellent written and verbal communication skills; strong project management, leadership, and teamwork Must have demonstrated excellence in communication and diplomacy with all levels of staff and leadership Highly organized and detail oriented Must have a proactive approach and demonstrate analytical and creative problem-solving skills Experience in system implementation and system requirements gathering/business analysis required Understanding of L&D function and Learner Support experience required Experience with a variety of learning management systems and in system implementation, optimization, integration, and application management is preferred \ LI-PV1 \ LI-Remote