Systems Support Analyst

HighPoint•Indianapolis, IN

About The Position

The Systems Support Analyst supports HighPoint Global by providing timely, high-quality assistance for learning and content management systems, including HTKR and LMS. The role includes deploying training, maintaining system content and accounts, creating process documentation, producing system and custom reports, and troubleshooting application issues while providing a high level of service. The analyst also supports system implementations and upgrades, coordinates with users, stakeholders, clients, and technical teams, and helps standardize business and system processes.

Requirements

Associate's degree or equivalent from a two-year college or technical school; alternatively, one year of related experience and/or training, or an equivalent combination of education and experience.
One or more years of experience supporting a learning management system.
Ability to manage technical data, processing procedures, policies, and best practices.
Proficiency with Microsoft Office Suite, particularly Microsoft Excel.
Creative problem-solving skills in a fast-paced environment.
Initiative to stay current with products, system releases, processes, and industry trends.
Strong organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.

Nice To Haves

Knowledge of SuccessFactors.
Familiarity with SCORM protocols.
Experience with SharePoint and/or issue ticket tracking tools.

Responsibilities

Provide LMS training and support to users.
Add or edit system entities, including items, content objects, objectives, assessments, and reports.
Research and resolve LMS functionality issues.
Set up and support curricula, large-scale course deployments, and assessments.
Support system implementations and upgrades by completing test cases and documenting results.
Participate in client meetings concerning training-delivery support modifications, configurations, and customizations.
Evaluate support requests and determine the level of assistance and documentation required.
Work with team members to resolve issues.
Maintain documentation, including test cases, job aids, SOPs, checklists, and timelines.
Execute system reports within the LMS.
Train administrators on system functionality, administrative tasks, and processes.
Work with stakeholders to standardize, streamline, and coordinate business and system processes.
Understand, document, and communicate business processes to stakeholders.
Work independently with users to define tasks and drive them to completion.
Coordinate with client and technical resources, escalate issues through appropriate channels, and work with escalation contacts to resolve them.