Sumtotal LMS Support & Business Analyst

The client need to support the Sumtotal system, Troubleshoot, Tickets etc and also do some BA work on the Sumtotal to Cornerstone migration project (Learning and Talent Hub)

Overview

Our client is seeking an experienced SumTotal Support Specialist to provide daytoday ( Business as Usual ) functional support for our SumTotal Learning and Talent Hub environments. This role will be highly customerfacing, partnering closely with end users, IT, and business stakeholders to ensure the smooth operation of both validated and nonvalidated SumTotal systems, including supporting our Pharmafocused validated instance.

The ideal candidate brings hands-on SumTotal expertise, strong troubleshooting capability, and exceptional communication skills.

Key Responsibilities

• Serve as the first point of contact for functional SumTotal questions from users via email or phone.
• Troubleshoot system issues, workflow challenges, and configuration problems.
• Coach users on resolving common errors and optimizing their use of the system.
• Manage and escalate system bugs or technical issues to IT as appropriate.
• Document and track issues using ServiceNow (SNOW) ticketing system.
• Support day-to-day operations across:
  • SumTotal Learning
  • SumTotal Talent Hub
  • Nonvalidated training environments
• Validated Pharma system (as needed)
• Participate in workshops to gather business requirements for enhancements or new functionality.
• Collaborate with Rabia (Lead SME), the Primary BA (male), and crossfunctional teams on solution design.
• Draft detailed UAT scripts, test scenarios, and acceptance criteria.
• Support execution of UAT cycles, including coordinating testers, tracking defects, and validating resolutions.
• Ensure all activities align with compliance expectations in validated environments.

Required Qualifications

• Hands-on experience with SumTotal, specifically:
• SumTotal Learning
• (Bonus) SumTotal Talent Hub
• Strong functional understanding of SumTotal system behavior, configuration, and reporting.
• Prior experience in a customer-facing or end-user support role.
• Proven ability to troubleshoot and logically triage system and user issues.
• Experience working with ticketing systems (ServiceNow preferred).
• Excellent verbal and written communication skills.
• Ability to partner and collaborate with SMEs, BAs, IT, and business stakeholders.
• Strong documentation skills, including creation of UAT scripts, user guides, or SOPs.

Preferred Qualifications

• Experience working in regulated/validated environments, particularly Pharma.
• Knowledge of learning management processes, compliance training workflows, and learning operations.
• Familiarity with requirement gathering or business analysis methodologies.