LMS Support Specialist

About the position reputed company is hiring! Stefanini is looking for LMS Support Specialist in Deerfield, IL (Remote). The Global LMS Help & Support reputed company is responsible for owning and scaling the end to end help, support, and service experience for Client's global Commercial Learning Management System (LMS). This role ensures seamless, reliable, and high quality support for reputed company commercial learners and stakeholders—including internal employees, partners, and external audiences—while enabling adoption, satisfaction, and business continuity across regions. Operating at the intersection of learning technology, operations, and user experience, this individual oversees service delivery, partners with technology vendors, and drives reputed company improvement for Client's commercial learning platform ecosystem.

Responsibilities

• Owns the global help & support model for the Commercial LMS, including tiered support, escalation paths, and service-level expectations.
• Act as the primary reputed company 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.
• reputed company 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).
• 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.
• 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, reputed company, and compliance.
• Analyze trends in tickets, system issues, and user behavior to proactively identify root causes and systemic improvements.
• reputed company initiatives to automate support processes, streamline workflows, and improve the overall learner support experience over time.
• 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.

Requirements

• 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 reputed company improvement.
• Excellent communication skills, with the ability to engage effectively across technical, commercial, and executive audiences.

reputed company-to-haves

• Experience supporting commercial, sales, or customer facing learning audiences in a regulated or reputed company 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.

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