Senior Associate- Corporate Functions​/End User Support Specialist

Senior Associate
- Corporate Functions/End User Support Specialist

Capital One's Enterprise Learning Platform and Operations team is seeking a highly motivated and customer-focused individual to join our team as an End User Support Specialist. In this role, you will be responsible for providing exceptional support to users of our Learning Management System (LMS), One Learn, and related learning technologies. This individual contributor will operate in a highly cross-functional environment and play a critical role in identifying trends, uncovering root causes, and driving proactive, scalable improvements and efficiencies across our learning ecosystem via automation and other solutions.

Responsibilities:

The End User Support Specialist will be responsible for assisting learners across the organization with a variety of questions related to their learning platforms and experiences. They will provide creative problem-solving, technical support, and trouble-shooting to help resolve technical issues within learning technologies.

This position will be responsible for researching issues and going above and beyond to provide solutions. They will interface with a variety of learners through multiple support channels (e.g., Slack, Service Now).

Additionally, they will maintain a question and answer dataset for our automated bot to keep the most commonly asked questions readily available without the need for human intervention. Lastly, they will also provide various reports to system administrators and leadership on trends and satisfaction.

The Ideal Candidate Will Be:

• An agile operator who excels at balancing complex, concurrent initiatives, ensuring each receives the strategic attention needed to reach completion and deliver measurable results.
• A cross-functional collaborator who leverages rigorous process documentation and management to drive operational excellence, adept at translating complex organizational needs into collaborative, high-impact solutions.
• A solutions-oriented problem solver who likes to go deep to understand the root causes of how processes are structured and work and identify analytically-backed, creative ways to reduce friction and enhance our team's operations.
• A proactive team player with a proven ability to collaborate with various levels in an organization.
• A customer-focused professional with a genuine passion for delivering an exceptional learner experience.

Basic Qualifications:

• Bachelors Degree
• At least 1 year of experience in LMS administration OR Client Consulting OR End User Support

Preferred Qualifications:

• At least 1 year of LMS Administration experience for a corporate organization with over 15,000 learners
• Experience with Docebo LMS or other LMS platform
• Experience with Google Suite, Slack, Service Now, and Zoom
• Familiarity with learning content operations and lifecycle management (e.g., content publishing, retirement, metadata, or quality standards)
• Strong written and verbal communications