learning developer

Job Description

Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day. This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one your interactions are being enabled by Ciena technologies. Ciena makes your social / entertainment / business existence REAL..Ciena Learning Tier One Support Coordinator, Training - Job Duties Job DescriptionResponsibilities include:

• Learning Programs / Customer Success
  • Upon request, executes functional review of WBTs being released or if feedback given from learners via MTM or inquiry to ensure proper function of the course in the LMS.
  • Provide instruction on how to easily access courses in the LMS.
• Customer Support
  • (Learning, Freshdesk, SNOW) monitors and does Tier 1 triage on incoming troubleshooting requests from learners (external and employee) and internal to Ciena Learning.
  • Resolves or ensures resolution of all tier one issues for customer support within the SLA policy.
  • Monitors all open tickets and follows up with assigned agents to ensure tickets are addressed per the agreed upon SLAs.
  • Assigns issues requiring additional expertise to others as appropriate (Learning Coordinators, Portfolio team, IT, Learning Technology, etc.)
• Scheduling and Enrollment Management
  • Upon request, create employee ILT / VILT classes in Workday for open or dedicated registration.
  • Add rosters to employee classes. Provide deep links for employee registration to LBPs.
  • Manage adds / drops to employee ILT / VILT classes.
  • Reconcile or uploads rosters for all audiences - employee, partner and customer.
  • Upon request, assign web based curriculum / classes to learners. Send notification or reminder emails as determined for each situation.
  • Assign Certification Exam and eSub access to customers or partners and access. Send notification email. Create accounts for learners as needed.
  • Troubleshoot and reassign access to online training in response to learner inquiries.
• Logistics and Operations
  • Reconcile New Hire and Terminated employee lists weekly.
  • Create, monitor and reconcile Purchase Orders as requested.
  • Order catering for all upcoming training sessions as assigned.
• Learning Systems
  • MTM MTM
    • author / edit evaluations, create MTM links for WBTs
  • Workday
    • Create or reactivate learner accounts in LMS
    • Check for duplicate accounts and reconcile as needed.
    • Troubleshoot account access issues and escalate if needed to Tier 2 support.
  • Totara
    • Create or reactivate learner accounts in LMS
    • Check for duplicate accounts and reconcile as needed.
    • Troubleshoot account access issues and escalate if needed to Tier 2 support.
  • Wallchart
• Reporting (MTM , Workday, Totara, Wallchart, Freshdesk, SNOW)
  • Run standard learning system (Workday, Totara, MTM) reports as requested. Work with Tier 2 reporting support as needed for specialized reporting.
  • Review monthly MTM reports for functional issues, test to validate them and report identified issues to Content Development.
  • Review same reports for content improvement comments to report to Content Development for consideration. Complete analysis and testing by the last day of each month.
  • Create monthly customer service report on trouble tickets and learner help.

Professional Skills

• Excellent customer service skills demonstrating responsiveness, positive attitude and professionalism as evidenced by listening and responding to learner (customer, employee and/or partner) and internal support tickets.
• Proficiency with written communication skills, demonstrating the ability to write with professionalism, clarity, and accuracy
• Organized with the ability to own and drive tasks to completion in a timely manner while recognizing when to seek advice or escalate
• Excellent skills in critical thinking, problem solving and decision-making that balance analysis with responsiveness for independent, solution-focused action
• Self-directed work habits, exhibiting initiative, creativity, maturity and professionalism

Experience / Desired Traits

• Responsible for successfully completing tasks assigned. Assists in implementing and applying concepts in specialized and functional areas
• Applies professional knowledge, skills and training in achieving team objectives
• Demonstrates understanding of fundamental tools and concepts of a professional discipline
• Works on pieces of projects / problems and meets assigned deadlines
• Works independently and seeks support from manager or more senior team members when needed.
• Three to Six years related experience
• Continuously demonstrates increasing independence and decreasing need for work direction to succeed in an ever-widening range of assignments.
• Proactively works across the team to assist other teammates and learn new areas for support.
• Open to work in EMEA/US shifts

About CienaCiena is a network strategy and technology company with a passion to provide an experience, to you and our customers that is as rewarding as the outcome. We attract the best and brightest those with outstanding talent, motivation, and the right attitude to contribute to our success. Our culture balances our openness and informality with professionalism and trust and is built on the foundation of our core values: Customer First, Integrity, Velocity, Innovation, and Outstanding People. Ciena enables everyone to have a voice and a network that supports them while on the journey to discovering their passion and purpose. We trust each individual to do what they can to reach their full potential and make an impact on the business, whenever, wherever they are in the world. With Ciena s highly innovative, forward-thinking business practices, we reward people for pushing the boundaries. Unlock your potential at Ciena!Being You CienaAs part of our commitment to diversity and inclusion, we want to foster an environment that values and respects all individual s strengths, perspectives, ideas, and ability to meet the needs of our customers globally. Ciena values the diversity of its workforce and respects its employees as individuals, regardless of race, ethnicity, religion, gender, age, national origin, disability, sexual orientation, veteran or marital status or any other category protected by applicable law. We do not tolerate any form of discrimination.Ciena is also committed to compliance with all fair employment practices regarding citizenship and immigration status. If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific accommodation measures required for you to be assessed in a fair and equitable manner. We do not charge any fee for employment and the same applies to the Recruitment Partners we work with. Additionally, we do not ask for any refundable security deposit to be paid in bank accounts for employment purposes. We request candidates to be cautious of misleading communications and not pay any fee/ deposit to individuals/ agencies/ employment portals on the pretext of attending Ciena s interview process or seeking employment with us.,

Keyskills :
customer servicecontent developmenttier 2customer supportilttrustwbtscritical thinkingproblem solvingviltwritten communicationcommunication skillsagileslapurchase ordersvideopayenrollment managementciena