Systems Administrator - Learning Management System

Top Skills:

• LMS Administration
• Inventory Management
• Instructional Design

Essential Duties and Responsibilities

Learning Management System Administration

• Administer, maintain, and optimize the Learning Management System (LMS).
• Manage user accounts, learning assignments, certifications, and learning paths.
• Maintain system integrity, troubleshoot issues, and coordinate vendor support.
• Support system upgrades, testing, and implementation of new functionality.

Reporting and Analytics

• Develop recurring and ad hoc reports and executive dashboards.
• Monitor compliance, certifications, and learning effectiveness.
• Analyze data and provide recommendations to improve business performance.

Learning Content Development

• Design and maintain eLearning, job aids, guides, assessments, and knowledge articles.
• Ensure learning content reflects current operational processes and adult learning principles.

Business Communications

• Develop professional communications for frontline agents, supervisors, managers, and leadership.
• Prepare operational announcements, policy updates, training notifications, and change management communications.
• Responsible for ensuring timely, creative and accurate dissemination of contact center communications, multimedia content and information
• Create a variety of content for platforms, ensuring quality, accuracy and effective storytelling that aligns with applicable messaging

Operational Support

• Partner with Operations, Quality, Workforce Management, HR, and Leadership to support strategic initiatives.
• Provide consultation and performance support across all levels of the contact center.

Device Inventory Management

• Maintain accurate device inventory records.
• Perform monthly and annual inventory reconciliations.
• Coordinate equipment assignments, returns, audits, and lifecycle management.

Minimum Qualifications

• Bachelor's degree in Instructional Design, Business, Communications, Education or a related field, or equivalent combination of education and experience.
• Three (3) to five (5) years of experience administering a Learning Management System.
• Three (3) to five (5) years of experience supporting a contact center environment.
• Advanced proficiency with Microsoft Office, particularly Excel and PowerPoint.
• Excellent written, verbal, organizational, analytical, and project management skills.

Preferred Qualifications

• Experience with Absorb, Cornerstone, Docebo, LearnUpon, or similar LMS platforms.
• Experience using Articulate Storyline, Rise, Adobe Captivate, or comparable authoring tools.
• Knowledge of adult learning theory, instructional design, and change management.
• Experience supporting technical support or customer care organizations.

Core Competencies

• Learning Management Systems Administration
• Business Communication
• Instructional Design and Content Development
• Reporting and Data Analytics
• Project Management
• Contact Center Operations Expertise
• Continuous Improvement
• Collaboration and Stakeholder Management

Performance Expectations

• Maintain accurate LMS records and high system availability.
• Deliver timely executive reporting and actionable analytics.
• Publish clear, professional communications that support operational readiness.
• Complete monthly and annual device inventory reconciliations with high accuracy.
• Support operational initiatives that improve employee capability and customer experience