Cornerstone LMS Support Engineer

Role description

Job Title: Cornerstone LMS Support Engineer (L2/L3)

Location: Plano, TX

Work Model: Hybrid (3 days onsite in a week)

Contract to Hire

Job Summary

The L2 L3 Support Engineer will resolve support tickets for the Cornerstone OnDemand LMS ensuring timely resolution of complex issues and system stability

This role requires deep technical expertise in LMS platforms particularly Cornerstone and experience managing enterprise support workflows using ServiceNow

Key Responsibilities

Level 2 Support Duties
• Address escalated tickets from L1 support involving configuration integration and user access issues
• Troubleshoot LMS modules Learning Performance Recruiting etc
• Collaborate with HRIS IT and Learning teams to resolve functional and technical issues
• Maintain and update knowledge base articles for recurring issues
• Monitor system performance and proactively identify risks

Level 3 Support Duties
• Coordinate with Cornerstone OnDemand support for unresolved product level bugs
• Lead root cause analysis and post incident reviews
• Manage LMS enhancements patches and upgrades
• Provide technical leadership in LMS related projects and module rollouts

ServiceNow Integration Workflow
• Utilize ServiceNow for incident problem and change management
• Design and optimize ServiceNow workflows for LMS support processes
• Ensure accurate ticket categorization prioritization and SLA adherence
• Generate reports and dashboards in ServiceNow for performance tracking

Leadership Collaboration
• Define and improve support processes and escalation workflows
• Act as a subject matter expert for Cornerstone LMS
• Ensure SLAs and KPIs are met for support operations

Technical Skills
• Experience supporting Cornerstone OnDemand LMS in L2 and L3 roles
• Strong understanding of LMS architecture workflows and configuration
• Experience with data feeds
• Proficiency in SQL Cornerstone custom reports and SCORM AICC standards
• Hands on experience with ServiceNow for ITSM processes incident problem change
• Ability to create and manage ServiceNow dashboards and reports
• Experience in AI usage and AI implementation in support projects

Soft Skills
• Excellent communication and stakeholder management
• Strong analytical and problem-solving abilities
• Ability to manage multiple priorities under pressure
• Leadership and mentoring capabilities

Education Certifications
• Bachelor's degree in Computer Science Information Systems or related field
• Cornerstone OnDemand certifications preferred but not mandatory.
• ITIL Foundation certification preferred but not mandatory.
• ServiceNow certification preferred but not mandatory