Shared Services Center - Fort Smith

Job Summary

The Remote Education Analyst plays a key role in the Online Education department, serving as the primary technical resource for problem-solving and supporting the Advanced Learning Center (ALC) platform and its components. This position is responsible for creating and maintaining complex assignments, managing reporting tools, ensuring regulatory compliance, and providing technical support for users. The Education Analyst collaborates with various teams to improve system functionality and user experience while maintaining a focus on accuracy, efficiency, and exceptional customer service.

Essential Functions

• Serves as the primary technical resource for the Advanced Learning Center platform, providing troubleshooting, support, and escalation of issues as needed to ensure a positive user experience.
• Creates and manages student groups and assignments for company-wide training, often involving complex data sets, hierarchical structures, and multi-level imports.
• Develops and validates reports for audits and other organizational needs using reporting tools such as MS Access, Excel, and PDFs.
• Collaborates with Learning Management System (LMS) vendor customer service to report and resolve technical issues, escalating critical matters and keeping management informed of progress.
• Ensures compliance with regulatory bodies by developing and communicating policies, procedures, and training materials to associates, facility administrators, and leadership.
• Coordinates the Annual Assignment Review for enterprise-level courses and curricula, ensuring alignment with organizational policies.
• Tests and implements LMS updates and new products, recognizing trends and providing actionable feedback to management.
• Assists in the development of communications, guides, reference materials, and training content to support the Online Education Team and end-users.
• Maintains competency in specialized medical software programs (e.g., NRP, BLS, ALS, PALS) to provide timely issue resolution and user support.
• Demonstrates independent judgment in reviewing and challenging content that may violate the organization's Code of Conduct or Intellectual Property Policy.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Associate Degree in Information Technology, Management Information Systems or IT and Networking or related field required
• Bachelor's Degree in Information Technology, Management Information Systems or IT and Networking or related field preferred
• 1-3 years related experience in learning management, computer networking, information technology required

Knowledge, Skills and Abilities

• Excellent interpersonal skills with the ability to establish solid working relationships with teams and individuals across varying levels of expertise.
• Strong analytical skills to assess problems in terms of user requirements, data inputs and outputs, available system configurations, and overall project schedules.
• Ability to communicate technical information effectively to non-technical end-users in an understandable manner.
• Proficiency in managing user security and permission settings, resolving issues promptly to ensure system functionality and user accessibility.
• Competence in developing, maintaining, and updating a variety of reports, including ad hoc reports, to meet organizational needs and varying delivery schedules.