LMS Administrator

This is a fully remote position, open to applicants in California.

📋 Description

• Accept, evaluate, prioritize, document, and address inquiries from learners and stakeholders via approved support channels.

• Resolve typical LMS problems related to navigation, course access, enrollment assistance, assignments, and inquiries about completion or certification.

• Investigate discrepancies in learning history, completions, assessment results, and assignments.

• Collect evidence and forward data or configuration adjustments to authorized personnel when necessary.

• Keep requesters updated, monitor escalated cases until resolution, and confirm the resolution of learner-related issues.

• Identify recurring problems and broader issues related to configuration, data, access, or processes.

• Execute assigned LMS administrative tasks within approved permissions, business rules, and change management procedures.

• Assist with inquiries regarding learner profiles, enrollment, classes, assignments, and learning records using administrative tools and workflows.

• Validate approved modifications and highlight any unintended consequences on access, assignments, certifications, or reporting.

• Maintain records of administrative actions and escalate requests that require restricted permissions, policy changes, or technical input.

• Manage support queues, categories, routing instructions, response templates, and escalation logs.

• Create and update FAQs, knowledge-base articles, troubleshooting guides, and user-facing instructions.

• Document processes for intake, investigation, resolution, escalation, communication, and closure.

• Report on ticket volume, types of issues, aging, escalations, resolutions, and recurring learner concerns.

• Suggest enhancements to guidance, training, configuration, and handoff processes.

• Engage in support-readiness activities, user acceptance testing scenarios, cutover preparations, and hypercare initiatives.

• Receive knowledge transfer and uphold long-term support procedures, contacts, and escalation pathways.

⛳️ Requirements

• Bachelor’s degree in a relevant field or an equivalent combination of education and professional experience.

• Experience in supporting or managing an LMS in a learner-focused environment.

• Experience investigating issues related to learner access, enrollment, assignments, completions, or training records.

• Experience in handling requests through a ticketing or case-management system, including documentation, follow-up, and escalation processes.

• Ability to perform administrative tasks meticulously within established permissions and approval protocols.

• Strong customer service abilities, clear written communication, effective troubleshooting judgment, and attention to detail in record accuracy.

• Proficient in Microsoft Office and collaborative tools such as Teams and SharePoint.

• Preferred: Experience in administering or supporting SAP SuccessFactors Learning.

• Preferred: Familiarity with Cypher Learning or involvement in an LMS transition.

• Preferred: Experience in supporting instructor-led training, certifications, assessments, or technical training programs.

• Preferred: Experience in creating knowledge-base articles, FAQs, quick reference guides, or support procedures.

• Preferred: Familiarity with tiered support models, service reporting, and ticketing systems.

• Preferred: Experience supporting learners in the automotive retail sector or distributed field teams.

🏝️ Benefits

• Option for remote work with flexibility for in-person collaboration, stakeholder engagement, and client site visits as necessary.

• Organizational benefits will be shared by the recruiter or HR representative.

• Flexible standard business hours to accommodate transition-driven demands, hypercare coverage, and support volume variations.

• Occasional travel to client sites, company locations, or team events.