Job Description
Provide a clear role profile for supplier‑provided 1st Line Support agents who will handle day‑to‑day operational queries about Thrive LMS dashboards/Analyse and custom Power BI reports. The emphasis is data literacy: agents must interpret learning data, explain metrics and filters, and triage discrepancies with confidence.
Scope of Support
* Inbound channels: Email, Teams chat.
* User types supported: Retail managers, market admins, content owners, learners (via admins), internal L&D stakeholders.
* Typical queries:
o “How do I check who’s registered for which event?”
o “Why do I see different completion numbers in Dashboard X vs Report Y?”
o “How do I filter learners by market/dealer/job role?”
o “Where do I find certification status for a retailer?”
o “The report is blank for me — do I have access?”
* Out of scope (escalate): Data model defects, report development, platform bugs, bulk data loads, feature requests, integrations. These need to uncovered and reported.
Core Responsibilities
1. Front‑line triage & resolution of platform/reporting questions within agreed SLAs.
2. Data interpretation & explanation (definitions, filters, time windows, RLS/security, refresh cadence).
3. Reproduction & evidence gathering (screens, steps, IDs, filters, timestamps) for escalation‑ready cases.
4. Source‑of‑truth checks: Cross‑verify figures between Thrive Analyse and Power BI.
5. Knowledge base upkeep: Flag recurring issues and training gaps.
Qualifications
* Learning systems data domains: users, org hierarchy/markets, groups, tags/metadata, learning objects/assets, pathways, events/sessions, registrations, attendance, completions, certifications, assignments/targets.
* Thrive LMS (operator level): navigation, Events & Sessions, Pathways, Certifications/Tags, Assignments/Targets, dashboard filters, exports, and common admin views.
* Power BI (consumer/support level): workspaces vs apps, datasets vs reports, slicers/filters, RLS, subscriptions/alerts, export limits, refresh types & schedules.
* Data quality concepts: duplicates/merges, missing values, late‑arriving facts, time zone effects, soft‑deletes, canonical IDs, surrogate keys.
* Metrics literacy: registrations vs attendance vs completion; attempts/re‑enrolments; active vs suspended users; certification definitions.
Nice to have: Basic SQL (read‑only), Excel pivot proficiency, SCORM/xAPI familiarity.
Competencies & Behaviours
* Analytical reasoning: trace a number; isolate variables; compare like‑for‑like.
* Communication: simple, non‑jargon explanations; crisp summaries and next steps.
* Customer empathy & ownership: proactive updates; clear expectations; closes the loop.
* Precision & consistency: meticulous with IDs, timestamps, filters and screenshots.
* Collaboration: knows when/how to engage L2 BI, platform teams, or vendor support.
Day‑to‑Day Tasks (Examples)
* Guide a manager to list event registrations for a date range/market.
* Diagnose a report discrepancy by checking: selected filters, hidden page filters, date grains, excluded statuses (e.g., cancelled/waitlist), RLS scope, refresh timestamp, and pathway vs asset roll‑ups.
* Validate certification status for a retailer: confirm tag/assignment logic, and assignment status.
* Confirm whether a user’s Power BI app access aligns with expected RLS scope.
Tooling & Access
* Thrive: admin views for dashboards/Analyse; Events & Pathways views; exports.
* Power BI Service: access to relevant apps/workspaces (read), view refresh history, usage metrics (read), CSV/Excel export.
* Snowflake Thrive BD (if competent to leverage.)
* Productivity: Excel (pivots), secure file share for evidence.
Security & Compliance: MFA, GDPR/PII handling, least‑privilege access, no local data retention beyond policy, redaction in screenshots where required.
Additional Information
MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.