Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.

This position is primarily responsible for resolving the wide range of casework in Service Now (SNOW), including managing assignments, resolving inquiries related to the Learning Management System (LMS), and supporting course-related activities such as publishing, administrative builds, and simple editing requests.  They will also provide additional administrative support for the other departments within L&OD (i.e., Leadership Institute and Employee Engagement) as needed.  They will participate in regular team meetings, will maintain, and update educational resources, monitor for trends that instigate process improvement, they will facilitate training for the LMS dashboard and assignment management, and perform general LMS maintenance as needed. 

Technical Skills:

• LMS Platform Proficiency: Strong experience with learning management systems, including course building, publishing, maintenance, and troubleshooting.
• ServiceNow Expertise: Ability to manage and resolve casework effectively in ServiceNow, including making assignments, removing assignments, and handling complex case escalations.
• Microsoft Office Suite: Proficiency in MS Office applications, especially Excel for data tracking and reporting, Word for documentation, and PowerPoint for training material development.
• Technical Problem-Solving: Ability to diagnose and resolve technical issues related to LMS functionalities or service platform integrations.

Working Knowledge:

• HR Processes and Policies: Understanding of core HR functions, particularly those related to employee training, compliance, and records management.
• Adult Learning Principles: Working knowledge of instructional design basics and adult learning theories to support effective course deployment and participant engagement.
• Compliance Standards: Familiarity with accreditation and compliance standards such as those from the Accreditation Commission for Health Care (ACHC) and other regulatory bodies relevant to HR training and record-keeping.
• Customer Service Protocols: Knowledge of effective practices in delivering exceptional service, including handling inquiries, follow-up communication, and customer satisfaction.

Soft Skills:

• Communication: Excellent verbal and written communication skills for explaining complex information clearly and concisely to team members and stakeholders.
• Problem-Solving: Ability to assess situations, identify challenges, and develop practical solutions, especially when handling technical or LMS-related issues.
• Attention to Detail: Strong focus on accuracy in data management, case handling, and course publishing to ensure quality and compliance.
• Customer-Centric Mindset: High level of empathy and responsiveness when assisting team members and addressing training-related requests or concerns.
• Organizational Skills: Exceptional ability to manage multiple tasks, prioritize responsibilities, and stay organized to meet deadlines efficiently.
• Collaboration: Strong teamwork skills to work closely with colleagues across various HR functions, including those in the Leadership Institute and Employee Engagement initiatives.
• Adaptability: Flexibility to shift focus and adapt to new tools, platforms, or processes as department needs evolve.
• Continuous Learning: Openness to professional growth, learning new technologies, and keeping up-to-date with best practices in HR training and workforce administration.
• Initiative: Proactive in identifying areas for improvement and taking action to suggest or implement solutions that enhance department processes.

Empathy and Diplomacy: Ability to handle sensitive matters with tact and maintain a positive and respectful approach in interactions.

Essential Functions

Case Management (50% - 70%): Handle ServiceNow casework including assignment management, resolving LMS-related inquiries, account access, course publishing, simple course editing, compensation cases, and other case-based requests.

Internal Team Participation (10%): Attend and contribute to regular team meetings to align with departmental goals and initiatives.

Resource Maintenance and Process Improvement (5%): Maintain and update departmental educational resources, monitor trends, and identify opportunities for process improvements.

Training Facilitation (5%): Conduct training sessions on the LMS dashboard, assignment management, and report usage.

LMS Maintenance (5%): Perform ongoing maintenance and support for the LMS, ensuring smooth functionality.

Professional Growth (5%): Engage in ongoing learning and development to stay current with industry best practices and tools.

Additional Responsibilities:

• Support Leadership Institute activities such as class registrations, grading, and assessment deployment.
• Administer the Shooting Star recognition program as part of Employee Engagement.
• Participate in regular reviews and updates of educational resources and training materials.
• Monitor and respond to LMS general inquiries, handling simple issues directly and escalating complex ones as needed.

Education

PREFERRED: Associate’s Degree or equivalent experience in Learning & Organizational Development, Human Resources, Education related fields, or HR related fields preferred.

PREFERRED: SHRM Certified Professional (SHRM-CP) or related HR certifications are preferred but not required.