LMS Support Administrator

Innovatix Technology Partners; Atlanta (GA); On-site; USD 42,000 - 60,000; Full time

Job summary

Innovatix Technology Partners is seeking a Learning Management Helpdesk Representative to provide Tier 1 operational support for the Learning & Development organization. You will manage and resolve learning-related requests submitted through ServiceNow, acting as the primary support resource for Cornerstone, and assisting with learner and admin requests.

The role requires strong attention to detail, excellent customer service, and the ability to handle multiple requests while following

Qualifications

• Strong customer service skills and ability to manage multiple requests.
• Detail-oriented with focus on accuracy and documentation.

Responsibilities

• Manage and monitor Learning & Development tickets in ServiceNow.
• Review requests for completeness, priority, and routing.
• Investigate and resolve Tier 1 learning issues within service expectations.
• Document actions and resolution details in ServiceNow.
• Communicate professionally with requestors to gather needed information.
• Escalate complex requests to the appropriate team.
• Track tickets through resolution and close requests.

Skills

Customer service

Attention to detail

Ticket management

Tools

ServiceNow

Cornerstone

Job description

The Learning Management Helpdesk Representative provides Tier 1 operational support for the Learning & Development organization by managing and resolving learning-related requests submitted through ServiceNow. The representative will serve as a primary support resource for Cornerstone, assisting with learner and administrative requests, troubleshooting common learning issues, and supporting the creation, modification, and maintenance of learning assignments. The role requires strong attention to detail, customer service skills, and the ability to manage multiple requests while following established processes and escalation procedures.

Key Responsibilities

• ServiceNow Ticket Management
• Monitor and manage Learning & Development support tickets submitted through ServiceNow.
• Review incoming requests for completeness, accuracy, priority, and appropriate routing.
• Investigate and resolve Tier 1 learning support requests within established service expectations.
• Document actions taken, resolution details, and relevant information within each ServiceNow ticket.
• Communicate professionally with requestors to obtain additional information when needed.
• Escalate requests requiring advanced Cornerstone administration, system configuration, integration, or technical support to the appropriate support team.
• Track assigned tickets through resolution and ensure requests are properly closed.