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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