LMS Administrator

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

📋 Description

• Act as the primary contact for learners facing LMS challenges related to access, navigation, assignments, enrollments, completions, learning history, assessments, and certifications.

• Receive, evaluate, prioritize, document, and respond to requests from learners and stakeholders through designated support channels.

• Address common LMS issues within authorized access and procedures, and investigate matters that require further examination.

• Collect evidence and direct data or configuration corrections to the appropriate owners when necessary.

• Keep requesters updated, track escalated cases until resolution, and confirm the closure of learner-facing issues.

• Carry out assigned LMS administrative tasks within authorized permissions, business rules, and change protocols.

• Assist with learner profiles, enrollments, classes, assignments, and inquiries related to learning records using administrative tools and established workflows.

• Assess the impact of approved changes and identify any unintended effects on brand access, assignments, certifications, or reporting.

• Manage support queues, categories, routing guidelines, response templates, escalation logs, and records of administrative actions.

• Develop and update FAQs, knowledge base articles, troubleshooting guides, and learner-facing instructions.

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

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

• Identify deficiencies and suggest enhancements across guidance, training, configuration, and handoff processes.

• Participate in activities related to support readiness, UAT scenarios, cutover preparation, hypercare, and transition handoff.

• Assist in maintaining long-term support procedures, contacts, and escalation pathways.

⛳️ Requirements

• Bachelor's degree in a relevant field or a comparable combination of education and professional experience.

• Experience in supporting or administering an LMS in a learner-facing capacity.

• Background in investigating issues related to learner access, enrollment, assignments, completion, or training records.

• Experience managing requests via a ticketing or case management system, including documentation, follow-up, and escalation.

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

• Excellent customer service skills, clear written communication, sound troubleshooting judgment, and meticulous attention to record accuracy.

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

• Experience with administering or supporting SAP SuccessFactors Learning is preferred.

• Familiarity with Cypher Learning or LMS transitions is preferred.

• Experience in supporting instructor-led training, certifications, assessments, or technical training programs is preferred.

• Experience in creating knowledge base articles, FAQs, quick reference guides, or support procedures is preferred.

• Familiarity with tiered support models, service reporting, and ticketing platforms is preferred.

• Experience supporting automotive retail learners or distributed field teams is preferred.

🏝️ Benefits

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

• Standard business hours with flexibility to accommodate transition-driven demands, hypercare coverage, and fluctuations in support volume.

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

• Organizational benefits to be provided by a recruiter or HR representative.