Global LMS Help & Support
Immediate need for a talented Global LMS Help & Support. This is a 07+ month contract opportunity and is located in U.S (Remote). Please review the job description below and contact me ASAP if you are interested. Job ID: 26-13763 Pay Range: $26 - $28/hr. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location). Key Responsibilities:
- Global LMS Support Strategy & Governance
- Owns the global help & support model for the Commercial LMS, including tiered support, escalation paths, and service-level expectations.
- Act as the primary point of accountability for LMS service stability, responsiveness, and issue resolution.
- Establish governance frameworks, operating procedures, and standards to ensure consistent and scalable LMS support globally.
- Service Delivery & Operations
- Lead day to day LMS support operations, including ticket intake, triage, troubleshooting, and resolution across global regions and time zones.
- Manage a centralized support backlog, ensuring prioritization aligns with commercial impact, learner experience, and compliance requirements.
- Monitor and improve key service KPIs (e.g., response times, resolution rates, repeat issues, user satisfaction).
- User Experience & Adoption Enablement
- Design and maintain self service resources such as job aids, FAQs, in app guidance, and support documentation to reduce friction and dependency on live support.
- Partner with Learning Management Vendor, IT, and Marketing teams to ensure support is positioned as a value adding experience, not just issue resolution.
- Capture user feedback and “voice of the business” insights to inform platform improvements and roadmap decisions.
- Vendor & Technology Partnership
- Serve as the primary operational liaison with LMS and learning technology vendors, managing escalations, release readiness, defect resolution, and platform updates.
- Collaborate with internal Learning Technology and IT teams to ensure system reliability, security, and compliance.
- Continuous Improvement & Reporting
- Analyze trends in tickets, system issues, and user behavior to proactively identify root causes and systemic improvements.
- Lead initiatives to automate support processes, streamline workflows, and improve the overall learner support experience over time.
- Stakeholder Leadership & Collaboration
- Act as a trusted partner to Global Learning, IT, and regional teams.
- Translate technical issues into clear, business relevant communications for both operational teams and stakeholders.
- Support global rollouts, regional launches, and commercial learning initiatives by ensuring support readiness from day one.
Key Requirements and Technology Experience:
- Key skills; Must have 3+ years of experience in LMS, learning technology, or platform support.
- Must have experience with LMS platforms (Cornerstone or similar).
- Must have experience in support/help desk/service operations.
- Must have experience handling ticketing systems and issue resolution.
- 3 years of experience in learning technology, LMS administration, or global platform support, with demonstrated ownership of enterprise scale systems.
- Proven experience leading help desk, service operations, or support functions in a global or matrixed organization.
- Hands on experience with enterprise LMS platforms (e.g., Cornerstone or comparable systems).
- Strong operational leadership skills with the ability to design processes, govern services, and drive continuous improvement.
- Excellent communication skills, with the ability to engage effectively across technical, commercial, and executive audiences.
- Experience supporting commercial, sales, or customer facing learning audiences in a regulated or complex environment.
- Familiarity with IT service management (ITSM) concepts such as SLAs, incident management, and problem management.
- Experience working with external vendors and managing platform escalations and release cycles.
- Change management or scaling platform experience in a global organization.
- Commercial learners experience fast, reliable, and intuitive support, regardless of region.
- LMS issues are handled proactively, with fewer repeat problems and clear ownership.
- Stakeholders view the LMS support function as a strategic enabler, not a bottleneck.
- Client's commercial LMS is stable, trusted, and ready to scale with evolving business and learning needs.
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