Job Description
Company Description MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.
Job Description The LMS Administrator - Learner Support is a long-term role responsible for helping learners, managers, and internal stakeholders use our automotive client's learning platform successfully. The position combines day-to-day LMS administration, learner issue resolution, and disciplined support operations.
The administrator serves as a primary point of contact for learner-facing issues involving access, navigation, assignments, enrollments, completions, learning history, assessments, and certifications. They resolve requests within their approved permissions and documented procedures, investigate issues requiring additional review, and coordinate escalation to business owners, technical teams, or other designated support resources when the resolution is outside their authority.
This role also maintains accurate tickets and support documentation, identifies recurring issues, and helps sustain the long-term support model.
Key Responsibilities Learner support and issue resolution (45%) - Receive, assess, prioritize, document, and respond to learner and stakeholder requests through approved support channels.
- Resolve common LMS issues within approved access and procedures, including navigation, course access, enrollment guidance, assignment questions, and completion or certification inquiries.
- Investigate missing or incorrect learning history, completions, assessment results, and assignments; gather evidence and route data or configuration corrections to the authorized owner when needed.
- Keep requesters informed, follow escalated cases through resolution, and confirm that the learner-facing issue is closed.
- Recognize recurring issues and identify when an apparent individual request may reflect a broader configuration, data, access, or process problem.
LMS administration within approved authority (25%) - Perform assigned LMS administrative activities in accordance with approved permissions, business rules, and change procedures.
- Support learner-profile, enrollment, class, assignment, and learning-record inquiries using available administrative tools and documented workflows.
- Validate the impact of approved changes on learners and flag unintended effects on brand access, assignments, certifications, or reporting.
- Maintain accurate records of administrative actions and escalate requests requiring restricted permissions, policy decisions, or technical intervention.
Support operations and knowledge management (15%) - Maintain the approved support queue, categories, routing guidance, response templates, and escalation records.
- Create and update FAQs, knowledge-base articles, troubleshooting guides, and learner-facing instructions based on approved and tested processes.
- Document repeatable procedures for intake, investigation, resolution, escalation, communication, and closure.
- Work with the designated support lead to improve service processes as support volumes and issue patterns change.
Reporting and continuous improvement (10%) - Provide regular reporting on ticket volume, issue types, aging, escalations, resolutions, and recurring learner concerns.
- Identify gaps in guidance, training, configuration, or handoffs and recommend practical improvements.
- Share learner-impacting trends with the appropriate LMS, business, reporting, and technical owners.
Transition and handoff support (5%) - Participate in support-readiness activities, relevant UAT scenarios, cutover preparation, and hypercare.
- Receive knowledge transfer from the contract Transition Management Lead and other implementation resources.
- Help maintain the long-term support procedures, contacts, and escalation paths after the transition team's work concludes.
Qualifications Required Qualifications - Bachelor's degree in a relevant field or equivalent combination of education and professional experience.
- Experience supporting or administering an LMS in a learner-facing environment.
- Experience investigating learner access, enrollment, assignment, completion, or training-record issues.
- Experience managing requests through a ticketing or case-management process, including documentation, follow-up, and escalation.
- Ability to perform administrative tasks carefully within defined permissions and approval requirements.
- Strong customer-service skills, clear written communication, sound troubleshooting judgment, and attention to record accuracy.
- Proficiency with Microsoft Office and collaborative tools such as Teams and SharePoint.
Preferred Qualifications - Experience administering or supporting SAP SuccessFactors Learning.
- Familiarity with Cypher Learning or an LMS transition.
- Experience supporting instructor-led training, certifications, assessments, or technical-training programs.
- Experience creating knowledge-base articles, FAQs, QRGs, or support procedures.
- Familiarity with tiered support models, service reporting, and ticketing platforms.
- Experience supporting automotive retail learners or distributed field teams.
Compensation and Benefits Salary Range: Commensurate with experience / To be confirmed by HR/Recruiter
Benefits: Organizational benefits to be provided by recruiter or HR representative.
Work Environment - Hybrid; Fountain Valley / Irvine, CA, with the option for a remote work environment with flexibility for in-person collaboration, stakeholder engagement, and client site visits as needed.
- Standard business hours with flexibility for transition-driven demands, hypercare coverage, and support-volume fluctuations.
- Occasional travel to client sites, company locations, or team events as requested.
Additional Information The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, and other business and organizational needs. The disclosed range estimate may not have been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At MSXi, it is not typical for an individual to be hired at the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $75K to $105K based on current experience.
MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.
Job Tags
Contract work, Work at office, Remote work