Cornerstone LMS Support Engineer (L2/L3)

Job Title: Cornerstone LMS Support Engineer (L2/L3)

Location: Plano, TX

Work Model: Hybrid (3 days onsite in a week)

Fulltime Position

Job Summary

The L2 L3 Support Engineer will resolve support tickets for the Cornerstone OnDemand LMS ensuring timely resolution of complex issues and system stability

This role requires deep technical expertise in LMS platforms particularly Cornerstone and experience managing enterprise support workflows using ServiceNow

Key Responsibilities

Level 2 Support Duties

Address escalated tickets from L1 support involving configuration integration and user access issues

Troubleshoot LMS modules Learning Performance Recruiting etc

Collaborate with HRIS IT and Learning teams to resolve functional and technical issues

Maintain and update knowledge base articles for recurring issues

Monitor system performance and proactively identify risks

Level 3 Support Duties

Coordinate with Cornerstone OnDemand support for unresolved product level bugs

Lead root cause analysis and post incident reviews

Manage LMS enhancements patches and upgrades

Provide technical leadership in LMS related projects and module rollouts

ServiceNow Integration Workflow

Utilize ServiceNow for incident problem and change management

Design and optimize ServiceNow workflows for LMS support processes

Ensure accurate ticket categorization prioritization and SLA adherence

Generate reports and dashboards in ServiceNow for performance tracking

Leadership Collaboration

Define and improve support processes and escalation workflows

Act as a subject matter expert for Cornerstone LMS

Ensure SLAs and KPIs are met for support operations

Technical Skills

Experience supporting Cornerstone OnDemand LMS in L2 and L3 roles

Strong understanding of LMS architecture workflows and configuration

Experience with data feeds

Proficiency in SQL Cornerstone custom reports and SCORM AICC standards

Hands on experience with ServiceNow for ITSM processes incident problem change

Ability to create and manage ServiceNow dashboards and reports

Experience in AI usage and AI implementation in support projects

Soft Skills

Excellent communication and stakeholder management

Strong analytical and problem-solving abilities

Ability to manage multiple priorities under pressure

Leadership and mentoring capabilities

Education Certifications

Bachelor s degree in Computer Science Information Systems or related field

Cornerstone OnDemand certifications preferred but not mandatory.

ITIL Foundation certification preferred but not mandatory.

ServiceNow certification preferred but not mandatory