LMS Specialist Job Descriptions, Average Salary, Interview Questions

An LMS (Learning Management System) specialist is needed for urgent hire at [Your Company Name]! An LMS specialist must work with the technology our institution uses, whether that be a high school, large corporation, or government building. You must consistently be working with the learning tools to ensure students, employees, or trainees are getting the learning tools they need to succeed. This will include adding new learning strategies and resources found, updating what you have, and deleting old, inefficient systems. You must understand the software required for not only teaching resources but surrounding areas as well, such as log-in, account verification, and most importantly have the ability to answer any questions thrown at you. To create a base for understanding, it will be your responsibility to create articles on technological support. Please apply if you are interested.

Typical duties and responsibilities

• Support operations in learning management systems, including account provisioning and access, and user permissions
• Support team members who have software-related questions or issues in the learning management system
• Regularly compile, review, and process course enrollment data for students and faculty
• Maintain professional working relationships with multiple clients and vendors
• Write articles for a technical support knowledge base
• Analyze support case data to identify and prioritize root problems
• Configure an LMS to support online, hybrid, and blended instruction
• Work directly with students to resolve technical issues 

Education and experience

This position requires an associate or bachelor’s degree, preferably with either an IT or education focus. Most employers look for job candidates with at least two years of experience dealing with learning management systems.

Required skills and qualifications

• Excellent verbal and written communication skills
• Computer skills, including Microsoft Office Suite (Word, PowerPoint, and Excel)
• Strong interpersonal skills and the ability to work well with others
• Outstanding analytical skills
• Solid decision-making skills
• Keen attention to detail 
• Ability and willingness to work independently, with limited supervision 
• Expertise in customer service
• Skilled at communicating technical information in terms understandable to non-technical end-users
• Skilled at analyzing and troubleshooting software and hardware user problems
• Experienced at training others to use specialized software

Preferred qualifications

• Common knowledge of LMS software
• Strong written and verbal communication skills
• 2+ years of experience working as an LMS specialist
• Experience in technical support

Duties

• Administers or implements training-related applications including the Learning Management System (LMS)
• Ensures quality of training data reported to customers
• 45% Supports training department by processing information in LMS including creating classes, completing employee information, entering test scores, registering associates, researching databases for information, pulling and reviewing work instructions, and researching and resolving system-related problems
• Creates, maintains, and updates management structures
• Inputs data and performs quality control of data input by other training staff
• Validates and implements system upgrades 25% Prepares customized and regular reports
• Validates report data
• Performs data analysis
• Recognizes trends and provides feedback to training management
• Create and validate reports for audit requests (CMS, URAC, BCA, etc.) as needed
• 20% Interacts with technical vendors, help desk, I/S, and customers
• Provides guidance and recommendations for decisions and/or problem resolution related to LMS
• Coordinates with network/server administrator to facilitate database file maintenance and problem resolution
• 10% Delivers database training to appropriate audiences
• Writes desk procedures and quality work instructions

Required skills and abilities

• Proficient verbal and written communication skills
• Attention to detail
• Strong analytical and critical thinking skills
• Excellent organizational skills
• High-level accuracy using a personal computer
• Internet-based technology skills
• Basic business math proficiency
• Advanced problem-solving skills
• Ability to handle confidential or sensitive information with discretion
• Required Software and Tools: Microsoft Office

Preferred skills and abilities

• Any skill level using SQL/HTML
• Statistical analysis experience
• Database use experience
• Excellent communication skills
• Advanced problem-solving skills
• Ability to learn additional software programs
• Ability to navigate the internet for research purposes
• Ability to learn/master specialized reporting/database software
• Work Environment: typical office environment
• Some travel may be required

Required education

• Bachelor’s Degree or 2-year degree plus 4 years of job-related experience OR 6 years of job-related experience
• Required Work Experience: 2 years of job-related experience

Summary

The LMS specialist works in the XYZ Division as part of the Professional Development and Training Team supporting government contracts delivering quality-of-life programming to service members and their families. The ideal candidate will provide help-desk support, troubleshoot learner issues, create and maintain Moodle LMS events and user accounts, report on LMS activities, create and maintain Adobe Connect classrooms, and support webinar trainers as a session producer This position requires strong customer service skills, meticulous attention to detail, ability to conduct system quality control (QC), ability to prioritize and work with little supervision, and meet all deadlines. This is a telework position with non-traditional hours.

Essential duties and responsibilities

• Staff and support the LMS Helpdesk to assist learners worldwide with LMS and Adobe Connect access and functionality issues
• Provide technical support for trainers during live, online learning events with audiences of up to 500 learners on the Adobe Connect Platform.
• Populate and manage course pages and activities in the Moodle-based LMS.
• Weekly maintenance activities including creation and management of user accounts, archiving past events, calendar maintenance, and resource updates.
• Create, manage and control the quality of Adobe Connect classrooms.
• Create and distribute contract-required reports using Excel and ensure compliance with all quality control procedures to ensure high-quality products and deliverables.
• Other duties as assigned

Required education and/or experience qualifications

• ABC Company is a COVID-19 vaccination-required company and requires all employees to be vaccinated or seek an approved accommodation for a protected reason (medical or religious).
• AA/AS degree and two years of relevant work experience providing customer service and support in a technical environment.
• Required high-speed internet access in a home office setting.
• Exceptional computer skills including proficiency in Word and Excel. Expertise in data management/data manipulation utilizing advanced features in Excel.
• Skill in handling multiple projects simultaneously in a fast-paced environment while meeting deadlines.
• Experience and capability in conducting Quality Control activities in a technical setting.
• Excellent written and oral communication.

Preferred qualifications

• Experience with web-based instruction and online learning platforms (Moodle, Adobe Connect, Go-To Meeting, and Blackboard).
• Strong analytical and technical skills with exceptional attention to detail and organization.
• Positive attitude and excellent customer service skills.

Competencies

• Ability to work both independently and as part of a team.
• Technical Skills – Assesses own strengths and weaknesses. Pursues training and development opportunities. Strives to continuously build knowledge and skills. Shares expertise with others.
• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.

Communications

• Supports the Competence Development organization by effectively coordinating the tactical execution of training-related communication and print projects from concept to delivery. This includes the establishment of the brand, and design direction, development requirements, tasks management, timelines, production, and final delivery of materials
• Supports the Competence Development organization by effectively coordinating and executing communications for competitions, tradeshows, dealer, and customer meetings (ex. event microsites, brochures, announcements, etc.)
• Serve as the primary manager and publisher for training related direct email communications
• Review, edit, and ensure accuracy and post-training, as well as dealer development bulletins on the Trucks Dealer Portal
• Prepare content, ensure accuracy and distribute training news through various brand communications channels (ex. Growler, and Up-To-Speed)
• Responsible for sourcing, preparing, ensuring quality, and/or updating content for training-related brochures, flyers, and catalogs
• Support the overall dealer development organization with specific communication requests, and the development of presentations
• Champion the Mack and Volvo brand identity across all developed materials

LMS support

• Serve as a subject matter expert and advisor on LMS functionality and processes, as well as providing LMS support for the Learning Program Managers, Training Managers, Learning Program Design Managers, Brand and Content Manager, and Group Trucks North America’s (GTNA) Field teams and dealership personnel
• Acts in a Customer Support role by answering key questions of learners, field personnel, corporate staff, and department teammates over online chat, email via the Functional Help Email Box, and telephone communication
• Responsible for managing data feeds between the LMS and other information systems, as well as providing technical support, troubleshooting, and testing activities, when necessary
• Shares responsibility for testing learning objects functionality in the LMS
• Provide support to the LMS Support team as needed
• Conduct other duties as assigned

Critical competencies

• Customer Focus
• Communicates effectively
• Attention to detail
• Accountability
• Project Management
• Collaborative
• Can build networks
• Tech Savvy
• Action Oriented
• Peer Relationship
• Perseverance
• Learning on the Fly
• Can stand alone
• Works with integrity and trust

Who are you?

• You have a BA/BS degree in marketing, graphic design, or communications. Experience may be considered
• You are proficient in Photoshop, InDesign, Acrobat, and Illustrator
• Experience in graphic design and copywriting and editing
• You are proficient in Microsoft Office Suite (Excel, PowerPoint, Word)
• Familiarity with Eloqua or equivalent marketing automation software preferred
• Experience in a training environment and familiarity with learning management systems
• 3-5 years of experience in marketing, communications, and/or equivalent work experience
• Familiarity with Cornerstone on Demand LMS
• Excellent project management and cross-functional communications skills are critical