Digital Learning Supprt

Key Responsibilities

• E-Learning Content & Platform Testing
• Perform end-to-end testing of all digital learning content prior to assignment or launch.
• Validate SCORM packages, videos, assessments, learning paths, and completion tracking.
• Test content functionality across desktop and mobile platforms.
• Verify learner experience, navigation flow, hyperlinks, attachments, and embedded resources.
• Identify, document, and track defects or issues until resolution.
• Conduct User Acceptance Testing (UAT) for new content, platform updates (HR Connect and LXP), and integrations.
• Maintain testing checklists and quality assurance documentation.
• Ensure all mandatory, compliance, and voluntary learning programs meet launch readiness standards before deployment.
• Learning Experience Platform Administration
• Configure and maintain learning channels within the LXP.
• Create and manage SmartCards, articles, videos, and learning resources.
• Build and maintain learning pathways and learning journeys.
• Upload and manage marketing banners, thumbnails, images, and promotional assets.
• Configure learning experiences in accordance with L&D branding and governance standards.
• Support content categorization and tagging to improve discoverability.
• Assist with platform maintenance activities and content reviews.
• Conduct routine audits to identify broken links, duplicate content, outdated resources, or configuration issues.
• Support implementation and testing of new platform features and enhancements.
• Learner Support & Helpdesk Operations
• Act as first-line support for learner enquiries and platform-related issues.
• Monitor and manage requests received through the DLearn mailbox.
• Process and respond to HR Connect Learning Helpdesk tickets within established service levels.
• Investigate and resolve learner issues related to:
• Course access
• Learning assignments
• Mandatory training completion
• Login and access issues
• Course technical problems
• Udemy, Coursera, Skillsoft, and other learning platform enquiries
• Escalate complex issues to the appropriate internal teams members
• Maintain accurate records of learner requests and resolutions.

Essential Skills & Experience Required

• Experience administering Learning Management Systems (LMS) or Learning Experience Platforms (LXP).
• Experience testing e-learning content, including SCORM-based courses.
• Strong attention to detail and quality assurance mindset.
• Experience supporting end users through email or helpdesk systems.
• Strong problem-solving and troubleshooting skills.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office applications.

Preferred

• Experience with Cornerstone, EdCast, Skillsoft, Udemy, Coursera, or similar learning platforms.
• Experience creating pathways, channels, SmartCards, and digital learning experiences.
• Knowledge of learning operations and learner support processes.
• Experience working with ticketing/helpdesk platforms.