Associate, LMS Administration

The Associate, LMS Administrator is accountable for the administration of our Learning Management System (LMS) while also handling helpdesk support tickets related to LMS issues. You will maintain system functionality, assist users, deploy courses, and ensure seamless delivery of training content while responding to daily helpdesk tickets.

Responsibilities

Manage and maintain the LMS platform to ensure system reliability and optimal performance; Handle user account creation, role management, permissions, and enrollments; Upload, organize, and update courses, assessments, and training materials; Troubleshoot technical issues related to the LMS, escalating complex cases as needed; Collaborate with IT, instructional designers, and HR teams to implement system updates and improvements; Monitor and respond to Zendesk tickets throughout the day; Diagnose and resolve user access issues, course functionality problems, and system errors; Document recurring issues and propose long-term solutions to improve user experience; Develop knowledge base articles, FAQs, and self-service guides to reduce support ticket volume; Communicate technical issues and resolutions clearly to both technical and non-technical users; Assist in testing and deploying SCORM/xAPI/AICC-compliant courses and training modules; Ensure courses function correctly across different browsers, devices, and accessibility standards; Work with learning content providers to integrate third-party courses into the LMS; Generate and analyze LMS reports on user progress, engagement, and system performance; Identify trends in ZenDesk tickets to improve system efficiency and user satisfaction; Work with IT and vendors to implement LMS integrations, API connections, and single sign-on (SSO) solutions; Ensure LMS security and compliance with data privacy regulations (e.g., GDPR, FERPA, SOC2); Regularly audit LMS configurations, course enrolments, and system settings to maintain data integrity

Requirements

Contextual Awareness; Critical Reasoning and Thinking; Data/Analytic Acumen; Empathy; Judgment and Discernment; Moral Courage; Pattern Recognition and Systems Thinking; AI Literacy; Responsible and Effective AI Use; Trilliad’s Business and Commercial Context; LMS platform administration; Technical troubleshooting for web-based learning platforms; Helpdesk ticket management and prioritization; eLearning content standards implementation; Technical documentation and knowledge base development; LMS platform architecture and configuration; eLearning interoperability standards including SCORM, xAPI, AICC, and LTI; Data privacy and compliance requirements for learning systems (GDPR, FERPA, SOC2); HTML, CSS, API integrations, and SSO authentication; Helpdesk ticketing systems and support workflows; 2+ years administering a Learning Management System in a corporate or educational environment; Experience providing technical support through a helpdesk ticketing system such as Zendesk, ServiceNow, or similar; Hands-on experience deploying eLearning content that complies with SCORM, xAPI, or AICC standards

Benefits

health insurance; retirement savings plan; paid time off; annual bonus; world-class training and development