Senior Human Resources Operations Representative: LMS Support Specialist

Wells Fargo - Charlotte, NC

Full-time - Mid Level

Charlotte, NC

Credit Intermediation and Related Activities

About the position

Wells Fargo is seeking an experienced Learner and Learning Management System (LMS) support representative to join the Learning Operations team as part of the Tier 2 Learning Support Team. This team is a crucial part of Human Resources Operations & Service Delivery (HROSD), responsible for creating and maintaining a comprehensive catalog of learning objects and training assignments, while also delivering end-user support across this spectrum. The ideal candidate will possess a strong technical background in Learning Management Systems, coupled with a robust customer service orientation, aiming to provide exceptional support and satisfaction to every customer interaction. In this role, you will assist employees in resolving escalated Learning and LMS-related issues, leveraging your technical knowledge and expertise. You will also provide subject matter expertise and interpretation of procedures to less experienced staff, supporting their performance and the overall effectiveness of the team. This includes proactively offering feedback and presenting ideas for improving or implementing processes and customer support tools within human resources operations. You will be tasked with performing complex business, operational, and customer support tasks in alignment with various initiatives within human resources. Your interactions will extend to immediate team members, functional areas, and internal peers, where you will provide guidance on human resources operations processes and deliverables. Additionally, you will assist employees with human resources-related issues, providing complex policy interpretations to ensure clarity and compliance. This position requires a blend of technical acumen, operational insight, and a commitment to customer service excellence, making it a pivotal role within the Learning Operations team.

Responsibilities

• Assist employees in resolving escalated Learning/LMS related issues using technical knowledge and expertise.
• Provide subject matter expertise and interpretation of procedures to less experienced staff.
• Support performance of less experienced staff and overall effectiveness of the team; proactively provide feedback and present ideas for improving or implementing processes and customer support tools for human resources operations.
• Perform complex business, operational and customer support tasks in support of initiatives within human resources.
• Interact with immediate team, functional area, and internal peers to provide guidance on human resources operations processes and deliverables.
• Assist employees on human resources related issues providing complex policy interpretation.

Requirements

• 4+ years of Human Resources operations support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• At least 1 year of demonstrated learning management system use in an administrative role.

Nice-to-haves

• 4+ years of experience with the CORNERSTONE ONDEMAND Learning Management System supporting LMS administration activities such as assigning training, running reports, removing courses/curriculums from learning plans, providing course credit; modifying course/curriculum meta data, etc.
• Experience with Instructional design and eLearning development a plus; for example, experience with Adobe Captivate, Articulate, Xyleme, Lectora, etc.
• Familiarity with SCORM files and different eLearning software formats.
• Understanding of LMS element functionality including content integrations and creation, creating classes, curricula, building assignments, notifications.
• 1+ year(s) experience using ServiceNow for CASE MANAGEMENT.
• 1+ year(s) experience with Workday integrations and Degreed implementations.
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment.
• Experience in a highly regulated environment with strong focus on operational risk management and controls.
• Experience interfacing with Offshore teams.