Learning Systems Operations Specialist

Sunbelt Rentals, Inc.•Fort Mill, SC

3d•$64,790 - $89,087

About The Position

The Learning Systems Operations Specialist serves as the operational subject matter expert for learning management system (LMS) functionality, configuration, workflows, and administrative processes. The role monitors system usage, data quality, and process compliance; resolves LMS and training-support requests; and escalates issues when vendor or IT support is needed. It provides operational assistance to trainers, training managers, Customer Service, Sales, customers, evaluators, and other stakeholders. The specialist supports system releases, upgrades, fixes, integrations, and configuration changes by gathering requirements, developing test scripts, conducting user acceptance testing, documenting issues, coordinating implementation, and validating results after launch. The role also works with third-party courseware providers and maintains learning content, user records, assignments, completions, reports, and dashboards. Additional responsibilities include supporting training and customer-facing operations, administering Customer Evaluator processes, handling transactional learning operations, identifying recurring issues and recommending improvements, and maintaining procedures and knowledge resources. The specialist manages competing priorities, communicates status and risks, and follows requests through resolution or transfer to the appropriate owner.

Requirements

Bachelor’s degree in instructional technology, information systems, business, communications, data analytics, or a related field preferred; equivalent relevant experience will be considered.
Two or more years of experience in LMS administration, learning operations, technical support, customer support, business operations, or a related function preferred.
Experience with LMS administration and learning-operations support.
Experience with ServiceNow or comparable ticket-management systems.
Skills in data auditing, reporting, and record management.
Advanced proficiency in Microsoft Excel and working knowledge of Microsoft 365 applications.
Strong troubleshooting and root-cause analysis skills.
Clear written and verbal communication skills.
Ability to translate user needs into system or process requirements.
Strong organizational skills and attention to detail.
Ability to prioritize competing requests in a service-oriented environment.
Demonstrated ownership, initiative, sound judgment, and follow-through.
Ability to work independently while coordinating effectively across teams.
Customer-focused approach to internal and external support.
Ability to bend, squat, crouch and/or reach and lift up to 25 pounds or more, as required by the job.
Perform all duties according to Sunbelt’s safety policies and guidelines.

Nice To Haves

Bachelor’s degree in instructional technology, information systems, business, communications, data analytics, or a related field.
Two or more years of experience in LMS administration, learning operations, technical support, customer support, business operations, or a related function.

Responsibilities

Serve as the primary operational subject matter expert for LMS functionality, configuration, workflows, and administrative processes.
Monitor system usage, data quality, and process compliance, and escalate technical issues when vendor or IT support is required.
Manage LMS and training-support requests submitted through ServiceNow, including triage, investigation, communication, escalation, documentation, and timely resolution.
Provide operational support to trainers, training managers, Customer Service, Sales, customers, evaluators, and other stakeholders using learning systems and training processes.
Support system releases, upgrades, fixes, integrations, and configuration changes through requirements gathering, test-script development, user acceptance testing, issue documentation, implementation coordination, and post-launch validation.
Collaborate with third-party courseware providers to upload, configure, test, maintain, and troubleshoot learning content.
Upload, maintain, test, and audit learning content, user records, assignments, completions, and related LMS data.
Develop, distribute, and maintain recurring and ad hoc reports and dashboards for operational decision-making, customer needs, compliance, and training performance.
Support training operations through troubleshooting, coordination, schedule implementation, account corrections, and resolution of customer-facing issues.
Administer Customer Evaluator processes, including evaluator requests, qualification and assignment workflows, scheduling support, system records, stakeholder communication, and issue resolution.
Support transactional learning operations, including course assignments, registrations, exchanges, refunds, payment-related requests, schedule updates, and other customer account corrections.
Identify recurring support issues, determine root causes, and recommend system, process, documentation, or training improvements.
Create and maintain standard operating procedures, job aids, support documentation, process maps, and internal knowledge resources.
Manage multiple requests and operational priorities, communicate status and risks clearly, and follow through until requests are resolved or transferred to the appropriate owner.
Stay informed about LMS capabilities, learning-technology trends, and operational best practices to support continuous improvement.