Position Details

Salary $108K – $124K USD / year

Type Full-Time

Experience senior

Exp. Years 3+ years end-user support; 1+ year process optimization initiatives

Education High School Diploma, GED or equivalent certification

Category IT Support & Helpdesk

About this role

Role centers on leading end-user support governance for enterprise LMS, identifying trends, and driving proactive improvements. The candidate collaborates with product, technology, and data teams to translate operational pain points into requirements and backlog items.

Key Responsibilities

Identify trends and root causes across support requests
Lead root cause analysis and drive solutions
Design and execute proactive improvement initiatives
Partner with product, technology, and data teams to translate pain points into requirements and backlog items
Influence governance standards and operating models

Technical Overview

Principal Associate focused on LMS governance and end-user support; relies on data-driven analysis, root cause analysis, and cross-functional collaboration to improve platform stability and user experience; no explicit development stack required.

Ideal Candidate

The ideal candidate is a senior end-user support professional with 3+ years in enterprise LMS governance, strong root-cause analysis skills, and a proven ability to translate operational pain points into backlog items and roadmaps. They should be data-driven, collaborative with product/technology/data teams, and capable of driving proactive improvements across an enterprise learning ecosystem.

Must-Have Skills

High School Diploma3+ years of end-user support1+ year experience supporting process optimization initiatives spanning multiple teams

Nice-to-Have Skills

Bachelor's Degree or military experienceExperience supporting or operating a large-scale learning management systemExperience partnering with productengineeringand data teams to translate operational needs into platform or process enhancementsExperience leading cross-functional workstreamsFamiliarity with learning content operations and lifecycle management

Tools & Platforms

Learning Management SystemLMSOne Learn

Required Skills

High School Diplomaend-user supportLearning Management SystemLMSgovernanceroot cause analysisbacklog managementbacklog itemsimprovement roadmapsdata-driven analysisstakeholder managementrequirements gatheringcross-functional collaborationplatform stabilitylearner experienceadministrator experienceproduct/engineering/data team collaborationdocumentationescalation pathsproactive improvement

Hard Skills

End-user supportLMS AdministrationLearning Management SystemOne LearnGovernanceRoot cause analysisBacklog itemsImprovement roadmapsData-driven analysisStakeholdersRequirementsBacklogPlatform stabilityLearner experienceAdministrator experienceCross-functionalDocumentationOperational maturityProactive improvementIncident managementTesting & QAGovernance tooling

Soft Skills

Strategic thinkingDetail-orientedProblem solvingCollaborationCommunicationAdaptabilityData-driven decision making

Industry & Role

Industry Banking

Job Function Own end-user support governance for enterprise LMS and related learning technologies, driving proactive improvements and cross-functional collaboration

Role Subtype End User Support

Keywords for Your Resume

end-user supportLMSLearning Management SystemOne Learngovernanceroot cause analysisbacklog itemsimprovement roadmapsdata-driven analysisstakeholdersrequirementsbacklogplatform stabilitylearner experienceadministrator experiencecross-functionaldocumentationoperational maturityproactive improvementriskimpact

Deal Breakers

Less than 3 years of end-user support experience, No enterprise LMS experience, No experience with governance or cross-functional process improvements

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