Learn on Demand Systems Job Postings

Technology

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Technical Service Roles

Remote

Director of Technical Services

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Job Description

Reporting to the Chief Information Officer, the Director of Technical Services is responsible for the smooth and effective day to day execution of technical services, support, and service-related tasks, managed through a comprehensive and effective ticket management system. Additionally, the Director of Technical Services oversees the growth and development of the staff on these teams, ensuring they are knowledgeable and effective in their roles. This must be accomplished with an eye to creating efficient and effective process and ensuring that outcomes are consistently high quality.

To be successful in this role, the Director of Technical Services must be an individual with a deep understanding of our platforms, tools and technologies, as well as how those are deployed to solve customer problems. This position requires personnel and team management, efficiency in planning and execution, partner and client interactions, process creation and implementation, multi-tasking and extreme attention to detail.

Qualifications

Ability to effectively develop and manage a technical team and most importantly develop individual team members
Have a deep understanding and knowledge of our platforms and services
Have a deep understanding of the tools and processes required to effectively run a 24/7/365 ticket based customer service platform
Have the ability to prioritize and organize the tasks and needs of the organization and individuals
Possess excellent written and oral communication skills with the ability to convey technical information to a broad audience of non-technical and technical people.
Demonstrate a deep understanding of technology and its execution on modern platforms
Have the ability to execute against broad organizational strategy and goals
Have the ability to create deep analytical insights within the platforms used by the organization

Essential Job Duties and Responsibilities

Essential job duties refer to those responsibilities that are critical and necessary to do the job, but also include the following:

Manage the Technical Services Team

Manage Comp Time records, shift coverage, time off and schedules
Ensure that 24x7x365 coverage is maintained for all levels of technical service
Build and execute an internal communications policy, including reoccurring meetings, 1:1’s, employee work groups, group chats, voice services & communication flows for all team members
Hire, train and maintain adequate staffing and technical expertise which align with the goals and services of LODS, focus on growth, skills, planning
Develop, implement and monitor performance measurements that enable analysis of Technical Service team performance, focus on standardization and SLA’s
Provide ongoing analysis of Technical Services team performance and recommendations relating to processes, tools, technology, and people, focus on data reporting
Ensure Technical Services team is effectively and efficiently responding to tickets, following lab build protocol, understands and implements LOD platform services and features; focus on accuracy, timeliness, professionalism

Work with leads to ensure smooth daily operation of technical service desks

Ensure excellent customer satisfaction and drive initiatives to improve service
- SLA response times
- Ticket Reports
- Customer contact
Ensure excellent and complete documentation and internal knowledge base exists for all activities, conditions and customers
Work closely with LOD Admin and Product Manager in setting content processes and ensure Technical Services team is following processes and policies
Ensure all work performed by Technical Services is billable, internally or externally and execute billing activities with Operations, Sales & ARAP

Work with Chief Information Officer to develop and execute goal and plans

For team members as individuals and contributors to the company
For Technical Services as a department

Collateral Job Duties & Responsibilities

Collateral job duties refer to those responsibilities that are less critical to do the job or only arise from time to time.

At all times have a thorough understanding of all aspects of Lab on Demand Systems products, including all features, functions, and capabilities, including but not limited to:
- Training Management System
- IDL Studio
- Lab on Demand
- PBT
- Cloud Slice
- Cyber Range/Shared Lab Environment
- Health IT
- Automation Tools

Be familiar with all major customers and general users of Lab on Demand
Zendesk
- Understanding of our Zendesk plan
  - Including Support plan and Zendesk Talk plan
  - LODS internal POC for Zendesk
Manage and maintain Zendesk best practices
Manage user accounts
Manage Zendesk Reporting

Remote

Technical Service Admin (Tier 2)

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Job Description & Reporting Structure

Technical Services Administrator reports directly to the Technical Services Manager but will also receive job assignments from the Technical Services Tier-2 Lead.

The Technical Services Administrator is a vital role in the Learn on Demand Systems (LODS) Technical Operations department. This position is completely remote, therefor a qualifying candidate is expected to have a home workspace that includes a private, quiet area for meetings and conference calls and occasional travel (This may include travel outside the US). Technical Services Administrators are responsible for building and managing LODS lab environments using Hyper-V, VMWare and cloud platforms. In addition to preparing client content, Technical Services Administrators function as a Tier-2 support, assisting the LODS Technical Services Support (Tier-1) with advanced lab issues.

Required

Comfortable working from home and a self-motivator
Strong ability to troubleshoot and find solutions independently and within a team
Ability to multi-task and prioritize
Clear and professional communication skills – both written and verbal
Broad technical knowledge of the configuration and management of Windows and Linux

Preferred

Familiarity with major cloud provider platforms (Azure/AWS/Google)
Technology certifications (Windows Server, VMWare, Azure, AWS and Virtualization related especially)
Usage and understanding of the following Lab on Demand platform aspects:
Virtual environment set up and maintenance using Hyper-V, VMware, Azure, AWS
Content creation and management using Markdown
Understanding of virtual disk management
Understanding of virtual networking

Essential Job Duties & Responsibilities

Ability to effectively manage ones time in a remote work from home environment.
Ability to sit for long periods of time
Ability to operate equipment such as telephone, computers, etc.
Build and Maintain LODS Internal Lab Profiles by configuring Virtual Machines, Cloud Services & ancillary documents and resources as needed
Build and maintain Microsoft Official Curriculum and Microsoft Community courses within provided timeframe
Build requests and tasks will be provided and managed by Technical Services Administration Lead
Build External Lab Profiles
Build client proprietary labs per provided build guides and documentation
Standup labs per provided lab files sent via LODS FTP or shipped via HDDs within LODS SLA
Transition client proprietary labs from development series to production series
Assist with Event Preparation as needed
Assist with deployment of lab files for large scale events featuring LODS hosted labs
Opportunities may involve traveling to provide on-site event assistance
Content Ticket Management
Respond to and resolve tickets in a timely manner utilizing the Zendesk Support Software
Ensure tickets are tagged, triaged, and addressed appropriately, promptly and within SLA limits
Escalate issues as needed
Provide timely and excellent customer service
Content Provider Lab Management Attend Content Provider meetings and work with Content Provider on their build schedules
Troubleshoot and escalate issues with labs to Content Provider contact.

Collateral Job Duties & Responsibilities

Lab developer assistance and training

a. Assist clients who have lab developer seats in the Lab on Demand platform on how to build, manage,
and troubleshoot their proprietary labs

b. Occasionally provide Lab on Demand lab developer training for an individual or group.

2. Documentation

a. Create and maintain content related documentation for both internal and external use

b. This may include both written guides and demo labs on best practices for lab development, internal errata, fixes
for common issues, etc.

Remote

Technical Services Support (Tier 1)

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Job Description & Reporting Structure

Technical Services Support reports directly to the Technical Services Manager but will also receive job assignments from the Technical Services Tier-1 Lead.

Technical Services Support is a vital role in the Learn on Demand Systems (LODS) Technical Operations department. Technical Services Support is responsible for assisting our customers and provide timely answers to their questions using multiple communication types (email/ticket system, phone, IM). This position requires focus on excellent customer service skills and technical knowledge. Candidates should have the ability to clearly communicate and quickly assess escalation scenarios. This position is completely remote, therefor a qualifying candidate is expected to have a home workspace that includes a private, quiet area for meetings and conference calls and occasional travel (This may include travel outside the US). Learn on Demand Systems has users from around the world and provides support 24/7 every day of the year.

Required

Comfortable working from home and a self-motivator

Strong diagnostic and troubleshooting ability, independently and within a team

Ability to multi-task and prioritize

Clear and professional communication skills – both written and verbal
Experience using Basic PC equipment
Experience using Microsoft Office365 Applications

Preferred

Previous Support/Help Desk/customer service experience

Familiarity with major cloud provider platforms (Azure/AWS/Google)

Technology certifications (Windows Server, VMWare, Azure, AWS and Virtualization related especially)

Programming Tools: Python, Bash, HTML, PowerShell
Systems: Windows ALL, Linux, Hyper-V, V-box, Docker, VMWare
Networking: TCP/IP, Routing, Switching, Ethernet, Wi-Fi, HTTP, Subnets
Cloud provider platforms: Azure, AWS, Google

Essential Job Duties & Responsibilities

Ability to effectively manage ones time in a remote work from home environment.
Ability to operate equipment such as telephone, computers, etc.
Assist customers with questions and issues around all aspects of Learn on Demand Systems services and products
Support Ticket Management
Respond to and resolve tickets in a timely manner utilizing the Zendesk support software
Ensure tickets are tagged, triaged, and addressed appropriately, promptly and within SLA limits
Escalate issues as needed
Provide timely and excellent customer service
At all times have a thorough understanding of all aspects of Learn on Demand Systems services and products, including all features, functions, and capabilities
Training Management System
IDLx
Lab on Demand
ABA/PBT
Automation Tools
Cloud Based Solutions (Azure, AWS)
Shared Labs
Original Content
Be familiar with high priority clients/programs and general users of Learn on Demand Systems

Collateral Job Duties & Responsibilities

Support other internal departments as needed
Report and document issues for Platform Team
Work with other company departments on projects
Develop and maintain best practices for use of Learn on Demand Systems
Provide/maintain internal documentation used by the Technical Services Support team on common tips and tricks to alleviate tickets

At-Will Employment. You should be aware that your employment with the Company is for no specified period and constitutes at-will employment. As a result, you are free to terminate your employment at any time, for any reason or for no reason. Similarly, the Company is free to terminate your employment at any time, for any reason or for no reason.

Developer Roles

Remote

Software Developer - Frontend

Apply Here

Job Description & Reporting Structure

Job Description

We are looking for a talented frontend software developer to extend and enhance our learning management platform by turning screens, pages, user-interface components, and interaction states into functional code. The frontend software developer should be experienced in using the latest techniques to build rich, interactive, modern web applications but rooted in development standards and best practices. This includes performing analysis on architecture and desired application end-state to determine the best framework, API’s and tools to use in each situation. The frontend software developer should be able to contribute both through strategic thinking/thought leadership and through daily execution of tasks and assignments.

Development is done primarily on a Microsoft solution stack consisting of Microsoft Azure Web Apps, Logic Apps, and Functions, combined with Microsoft SQL Server for data management. Front-end user interfaces are generally HTML/CSS and JavaScript based.

Learn on Demand Systems is a virtual company which engages in productive remote co-working sessions from time to time in different locations around the USA. You will be expected to be a member of a highly talented and productive team, maintain a high degree of output and focus with minimal daily supervision, working on tasks assigned, while enjoying the benefits of a work from home organization.

Reporting Structure

The Frontend Developer reports to the Chief Technology Officer. As a software developer, you will be supervised by a lead software developer to ensure you complete assignments in a timely manner with high quality. You will work closely with a Product Owner/Product Manager and other developers in a highly collaborative, agile environment. At times, you will be required to work directly with customers, or other teams or team members to ensure assignments meet the broader functional and visual requirements, and to gather and define those requirements as needed.

Essential Job Duties & Responsibilities

Complete software development assignments as directed in a timely and effective manner, producing software and code which follows the patterns and practices of the organization.
Communicate effectively through all phases of the software development process and maintain effective work item tracking.
Create and transpose sketches, wireframes, mock-ups into working code.
Build reusable code and libraries for future use.
Work on front-end development activities, solutions, methods and practices.
Deliver new and effective interactive design solutions on time and in scope.
Participate in planning and brainstorm sessions and contribute to the overall strategic direction of the platform.
Maintain a current skill set and be familiar with emerging patterns and practices within the industry, and specifically from a frontend user experience perspective Maintain a productive and professional home office space, free from distractions and interruptions, and maintain readiness to participate in video conferences at any time.
Maintain excellent communication and writing skills, able to effectively communicate complex topics in written and presentation format
Able to lift over 5 lbs.
Ability to sit for long periods of time
Ability to operate equipment such as telephone, computers, etc.

To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Collateral Duties & Responsibilities

Travel as needed to participate in team co-working sessions and offsite meetings, generally three to four times yearly.
Be able to write effective agile user stories and related feature documentation

Qualifications

5+ years experience as a Frontend Developer with knowledge of C# and ASP.NET MVC
Experience working with Visual Studio in a Microsoft full-stack development and Azure Dev Ops
Experience with CSS systems such as LESS and SASS to compile style file Frameworks such as Bootstrap, Foundation etc.
PHP include function to manage common elements standards – compliant code Integrating HTML/CSS into ASP.NET environment using Visual Studio JavaScript Libraries and Frameworks (REACT.JS, Angular etc.)
Experience with Microsoft SQL Server
Ability to create functional wire-frames and mock-ups to transpose into working code
Understand agile software development and instill best practices into the process
Excellent problem-solving skills and creative thinking

Remote

Software Development Engineer in Test

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Job Description & Reporting Structure

Job Description

We are looking for a detailed SDET to contribute and review the creation of designs for production software for Learn on Demand Systems suite of platform applications. The SDET’s primary responsibilities include both software development and testing tasks with a focus on testing and performance of production code. The SDET should have experience with advanced programming skills who can create automation testing tools and frameworks to assist the manual testing process.

Development is done primarily on a Microsoft solution stack consisting of Microsoft Azure Web Apps, Logic Apps, and Functions, combined with Microsoft SQL server for data management. Front-end user interfaces are generally HTML/CSS and JavaScript based. Quality Assurance testing is conducted and tracked within Azure DevOps.

Reporting Structure

The SDET reports to the Chief Technology Officer and works directly with our Platform Development Managers to ensure assignments are completed in a timely manner with high quality. The SDET will work with Development and QA teams across all three Learn on Demand Systems platform applications LOD, TMS and Portal.

Essential Job Duties & Responsibilities

Essential job duties refer to those responsibilities that are critical and necessary to do the job, but also include the following:

Work closely with development teams to ensure the effectiveness and quality of the components and systems developed
Test for a range of projects from and enhancements to strategic initiatives
Develop, maintain and execute test cases, ensuring the quality and stability of the system throughout all platforms
Develop, implement, maintain and enhance test plans, test scripts and test methodologies that ensure exhaustive testing of all assigned software systems to ensure compliance with software/platform specifications
Develop, implement and maintain automated testing best practices and principals across all platforms
Identify and analyze defects/test results and be able to deduce the chain of events leading to a failure
Maintain a current skill set and be familiar with emerging pattens and practices within the industry, and specifically from a Testing and Automation perspective
Maintain a productive and professional home office space, free from distractions and interruptions, and maintain readiness to participate in video conferences at any time.
Maintain excellent communication and writing skills, able to effectively communicate complex topics in written and presentation format.
Able to lift over 5 lbs.
Ability to sit for long periods of time
Ability to operate equipment such as telephone, computers, etc.

Collateral Job Duties & Responsibilities

Collateral job duties refer to those responsibilities that are less critical to do the job or only arise from time to time.

Travel as needed to participate in team co-working sessions and offsite meetings, generally three to four times yearly.
Be able to write effective agile user stores and related feature documentation

Requirements - Qualifications

5+ years’ experience as an SDET or formal QA software testing
Excellent knowledge of C# and ASP.NET MVC
Experience working with Visual Studio in a Microsoft full-stack development and Azure DevOps
Experience with Microsoft SQL Server
Experience with creating and maintaining automation testing (Selenium is good to have)
Familiarity with API testing
Experience with JavaScript testing framework
CI/CD (Azure DevOps a plus)
Solid understanding of QA testing methodologies
Understanding of SaaS and testing in a SaaS platform
Experience with cloud technologies (Azure and AWS)

Learn on Demand Systems Job Postings

Technical Service Roles

Director of Technical Services

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Apply Here

Technical Service Admin (Tier 2)

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Apply Here

Job Description & Reporting Structure

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Technical Services Support (Tier 1)

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Apply Here

Job Description & Reporting Structure

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Developer Roles

Software Developer - Frontend

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Apply Here

Job Description & Reporting Structure

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Software Development Engineer in Test

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Apply Here

Job Description & Reporting Structure

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