Note: The job is a remote job and is open to candidates in USA. Trilliad is a Growth Services Provider that delivers sales, marketing, and customer success solutions. The Associate, LMS Administration role manages the Learning Management System, supports users through helpdesk tickets, deploys and tests eLearning content, generates reports, maintains integrations, and ensures compliance and data integrity.
Responsibilities
- Manage and maintain the LMS platform to ensure system reliability and optimal performance
- Handle user account creation, role management, permissions, and enrollments
- Upload, organize, and update courses, assessments, and training materials
- Troubleshoot technical issues related to the LMS, escalating complex cases as needed
- Collaborate with IT, instructional designers, and HR teams to implement system updates and improvements
- Monitor and respond to Zendesk tickets throughout the day, providing timely and effective support for LMS-related issues
- Diagnose and resolve user access issues, course functionality problems, and system errors
- Document recurring issues and propose long-term solutions to improve user experience
- Develop knowledge base articles, FAQs, and self-service guides to reduce support ticket volume
- Communicate technical issues and resolutions clearly to both technical and non-technical users
- Assist in testing and deploying SCORM/xAPI/AICC-compliant courses and training modules
- Ensure courses function correctly across different browsers, devices, and accessibility standards
- Work with learning content providers to integrate third-party courses into the LMS
- Generate and analyze LMS reports on user progress, engagement, and system performance
- Identify trends in ZenDesk tickets to improve system efficiency and user satisfaction
- Work with IT and vendors to implement LMS integrations, API connections, and single sign-on (SSO) solutions
- Ensure LMS security and compliance with data privacy regulations (e.g., GDPR, FERPA, SOC2, etc.)
- Regularly audit LMS configurations, course enrolments, and system settings to maintain data integrity
Skills
- All Difference-Makers are expected to meet the Trilliad Standard for Transferable Skills and Knowledge, which defines the core capabilities every teammate must bring—regardless of role, function, or level
- · Contextual Awareness · Critical Reasoning and Thinking · Data/Analytic Acumen · Empathy · Judgment and Discernment · Moral Courage · Pattern Recognition and Systems Thinking
- · AI Literacy · Responsible and Effective AI Use · Trilliad's Business and Commercial Context
- The following domain-specific Skills, Knowledge, and Experience are additionally required in order for you to be great in this role
- **LMS platform administration** — You configure user accounts, permissions, enrollments, and system settings that directly determine whether users can access the training content they need when they need it
- **Technical troubleshooting for web-based learning platforms** — You diagnose and resolve issues related to course delivery, user access, and system errors that would otherwise block learners from completing required training
- **Helpdesk ticket management and prioritization** — You triage incoming support requests, resolve issues efficiently, and escalate appropriately so that user disruptions are minimized and service levels are maintained
- **eLearning content standards implementation** — You deploy SCORM, xAPI, and AICC-compliant courses and ensure they function correctly across devices and browsers, which is essential for reliable content delivery
- **Technical documentation and knowledge base development** — You create clear, user-friendly guides and FAQs that reduce repeat support requests and enable self-service resolution
- **LMS platform architecture and configuration** — You must understand how the LMS is structured, how roles and permissions interact, and how content is organized so that you can maintain system integrity and troubleshoot effectively
- **eLearning interoperability standards including SCORM, xAPI, AICC, and LTI** — You need to know how these standards govern content packaging and tracking so that deployed courses function as intended and learner data is captured accurately
- **Data privacy and compliance requirements for learning systems** — You must understand GDPR, FERPA, and SOC2 principles as they apply to learner data so that system configurations and access controls meet regulatory obligations
- **HTML, CSS, API integrations, and SSO authentication** — You need working knowledge of these technologies to support integrations, troubleshoot content display issues, and collaborate effectively with IT on system enhancements
- **Helpdesk ticketing systems and support workflows** — You must understand how to manage ticket queues, document resolutions, and track recurring issues so that support is delivered efficiently and patterns are identified for systemic improvement
- 2+ years administering a Learning Management System in a corporate or educational environment, with direct responsibility for user account management, course deployment, and system configuration
- Experience providing technical support through a helpdesk ticketing system such as Zendesk, ServiceNow, or similar, with accountability for timely issue resolution and user communication
- Hands-on experience deploying eLearning content that complies with SCORM, xAPI, or AICC standards, including testing for cross-browser and cross-device functionality
Benefits
- Annual bonus
- Health insurance
- Retirement savings plan
- Paid time off
- World-class training and development
- Clarity and tools to deliver results that matter
- Guided by leaders who are worth following
- Build relationships that go beyond the job
- Invited to offer thoughtful feedback, and when you do your voice will be heard
- Great results will be recognized and celebrated
- An environment with teammates who have your back
- Competitive pay and benefits that recognize your impact and support you inside and outside of work
Company Overview
Company H1B Sponsorship