Senior Analyst, Client Education Services

Job Purpose

The Customer Learning Solutions team for Servicing is responsible for creating and maintaining all the educational assets for the 50+ servicing products on the market. These assets include training guides, participant guides, implementation guides, quick start guides, on-demand courses, videos, knowledge bytes, micro-learnings, PowerPoints, learning aids, and job aids.

Responsibilities

• Manage and complete custom training development projects.
• Provide project status reports to training department management and stakeholders.
• May be responsible for regular reporting process administration as "owner."
• Is an active team member; understands corporate direction and works to support it.
• Work as a member of a team, support all aspects of client learning management systems/client training portals, and training related websites (i.e., intranet, extranet); support all aspects of client learning management system implementation projects for other business units.
• Responsible for following established guidelines and identifying and resolving problems.
• Demonstrate a high-level of skill using development tools and technologies; may function as a mentor to less experienced peers. Requires experience and proficiency with MadCap Flare, Azure Dev Ops, Articulate, Captivate, and Camtasia.
• Partner with product managers and development teams to stay informed of product development strategies across multiple products to identify activities that impact product functionality.
• Share ideas, suggests process improvements, contribute to development of department standards and workflows, research, and report on new trends and technologies.
• Expected to use some independence of thought but refer more complex problems to supervisor or other experts.

Knowledge and Experience

• Bachelor's degree or equivalent experience.
• Five (5) or more years of experience in instructional design, course development, technical communications, or a related field.
• Highly skilled in instructional design with extensive proficiency.
• Manage multiple concurrent projects for 5 or more products or functions, and/or operate as a designated lead for a suite of products.
• Able to diagnose, assess, manage, and guide the internal business partner to the type of asset deliverable needed to meet client's needs.
• Ability to work under minimal supervision on complex projects and may assist less experienced peers.