Systems Support Analyst

HighPoint•Indianapolis, IN

1d•$65,000 - $70,000

About The Position

The Systems Support Analyst supports HighPoint Global by providing timely, quality solutions for training and learning systems. The role includes deploying training to a content management system (HTKR) and a Learning Management System (LMS), documenting processes and procedures, generating system and custom reports, managing accounts and assignments, and troubleshooting application issues while maintaining a high level of service. The analyst provides LMS training and support, configures system entities and curricula, supports course deployments and assessments, and researches and resolves functionality issues. The role also supports system implementations and upgrades, participates in client meetings about training-delivery modifications and configurations, maintains operational documentation, trains administrators, and coordinates with users, stakeholders, clients, and technical resources to resolve issues and complete work.

Requirements

Associate's degree or equivalent from a two-year college or technical school; or one year of related experience and/or training; or an equivalent combination of education and experience.
At least one year of experience supporting a Learning Management System (LMS).
Ability to manage technical data, processing procedures, policies, and best practices.
Skilled use of Microsoft Office Suite, particularly Microsoft Excel.
Creative problem-solving skills in a fast-paced environment.
Initiative to stay current on products, system releases, processes, and industry trends.

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 work with curricula, large-scale course deployments, and assessments.
Support system implementations and upgrades by completing test cases and documenting results.
Participate in client meetings related to support modifications, configurations, and customizations of training delivery.
Evaluate support requests and determine the level of support 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 other administrators on system functionality, administrative tasks, and processes.
Work with stakeholders to standardize, streamline, and coordinate business and system processes; document and communicate processes to stakeholders.
Work independently with users to define tasks and drive them to completion.
Work with client and technical resources as required, escalate issues through proper channels, and collaborate with the escalation point person on resolution.
Manage multiple tasks while maintaining organization, attention to detail, and prioritization.