Global LMS Help & Support
Dice is the leading career destination for tech experts at every stage of their careers. Our client, Pyramid Consulting, Inc., is seeking the following. Apply via Dice today! Immediate need for a talented Global LMS Help & Support. This is a 07+ month contract opportunity and is located in U.S (Remote). Please review the job description below and contact me ASAP if you are interested. Job ID: 26-13763 Pay Range: $26 - $28/hr. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location). Key Responsibilities:
- Global LMS Support Strategy & Governance
- Owns the global help & support model for the Commercial LMS, including tiered support, escalation paths, and service-level expectations.
- Act as the primary point of accountability for LMS service stability, responsiveness, and issue resolution.
- Establish governance frameworks, operating procedures, and standards to ensure consistent and scalable LMS support globally.
- Service Delivery & Operations
- Lead day to day LMS support operations, including ticket intake, triage, troubleshooting, and resolution across global regions and time zones.
- Manage a centralized support backlog, ensuring prioritization aligns with commercial impact, learner experience, and compliance requirements.
- Monitor and improve key service KPIs (e.g., response times, resolution rates, repeat issues, user satisfaction).
- User Experience & Adoption Enablement
- Design and maintain self service resources such as job aids, FAQs, in app guidance, and support documentation to reduce friction and dependency on live support.
- Partner with Learning Management Vendor, IT, and Marketing teams to ensure support is positioned as a value adding experience, not just issue resolution.
- Capture user feedback and voice of the business insights to inform platform improvements and roadmap decisions.
- Vendor & Technology Partnership
- Serve as the primary operational liaison with LMS and learning technology vendors, managing escalations, release readiness, defect resolution, and platform updates.
- Collaborate with internal Learning Technology and IT teams to ensure system reliability, security, and compliance.
- Continuous Improvement & Reporting
- Analyze trends in tickets, system issues, and user behavior to proactively identify root causes and systemic improvements.
- Lead initiatives to automate support processes, streamline workflows, and improve the overall learner support experience over time.
- Stakeholder Leadership & Collaboration
- Act as a trusted partner to Global Learning, IT, and regional teams.
- Translate technical issues into clear, business relevant communications for both operational teams and stakeholders.
- Support global rollouts, regional launches, and commercial learning initiatives by ensuring support readiness from day one.
Key Requirements and Technology Experience:
- Key skills; Must have 3+ years of experience in LMS, learning technology, or platform support.
- Must have experience with LMS platforms (Cornerstone or similar).
- Must have experience in support/help desk/service operations.
- Must have experience handling ticketing systems and issue resolution.
- 3 years of experience in learning technology, LMS administration, or global platform support, with demonstrated ownership of enterprise scale systems.
- Proven experience leading help desk, service operations, or support functions in a global or matrixed organization.
- Hands on experience with enterprise LMS platforms (e.g., Cornerstone or comparable systems).
- Strong operational leadership skills with the ability to design processes, govern services, and drive continuous improvement.
- Excellent communication skills, with the ability to engage effectively across technical, commercial, and executive audiences.
- Experience supporting commercial, sales, or customer facing learning audiences in a regulated or complex environment.
- Familiarity with IT service management (ITSM) concepts such as SLAs, incident management, and problem management.
- Experience working with external vendors and managing platform escalations and release cycles.
- Change management or scaling platform experience in a global organization.
- Commercial learners experience fast, reliable, and intuitive support, regardless of region.
- LMS issues are handled proactively, with fewer repeat problems and clear ownership.
- Stakeholders view the LMS support function as a strategic enabler,
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