LMS Support Administrator

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.