Senior Training Reporting Analyst
hace 19 horas
**Job Summary**
The Senior Training Reporting Analyst will play a critical role in managing the Learning Management Systems (LMS) across Zendesk, Inc. to develop complex reporting and dashboards. This individual will be responsible for the design, reporting, and collection of learning data to evaluate the effectiveness of our training programs for CX teams against target Key Performance Indicators (KPIs). The Senior Training Reporting Analyst will represent both qualitative and quantitative results, providing actionable insights to inform business decisions.
**Key Responsibilities**
- Develops and produces departmental dashboards and reports to include project needs, historical reporting, and learning experience data.
- Leads the creation and maintenance of various training reporting dashboards, going beyond basic LMS reporting to provide meaningful insights.
- Professionally communicates those insights to the training team, CX partners, and CX leadership.
- Performs system administrative duties in the LMS as needed, including creating courses and programs, assigning courses, enrolling/un-enrolling in courses, and performing mass data updates.
- Connects the LMS dashboard and reporting to Workday reporting to ensure accurate capture of data.
- Manages the planning, testing, and implementation of new features in the LMS and in reporting/dashboards.
- Supports the development of content for training materials, as needed.
- Leads continuous improvement of existing processes, develop new processes, and enhance existing processes where required.
- Documents processes and procedures.
- Develops custom tools for automation.
- Acts as a subject matter expert on the LMS reporting capabilities.
- Performs ongoing reviews with CX leadership to ensure common understanding and expectations of reporting and LMS capabilities.
- Builds and maintains relationships with key stakeholders to identify areas of opportunity for learning.
- Partners closely with Workforce Optimization leaders for implementation of various initiatives and measurement of success.
- Creates a measurable learning environment.
- Effectively communicates across Zendesk, Inc. appropriately and as needed.
**Requirements**
- 3+ years of reporting and dashboard capabilities.
- 3+ years of learning management system and/or HR systems experience.
- Leads with impact & influence.
- Establishes credibility, effectively persuades and develops others, and achieves important objectives collaboratively.
- Champions Zendesk, Inc. culture and empowers employees to take responsibility for their jobs and goals.
- Maintains transparent communication and showcases strong communication, interpersonal, and presentation skills.
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