LTIMindtree
Role description
Job Title:
Cornerstone OnDemand LMS - L2 & L3 Support Lead
Work Location:
Plano TX ( Hybrid - 2/3 days a week, work from office)
Job Description:
The L2 & L3 Support Lead will oversee escalated technical support 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.
Mandatory Requirements: Technical Skills: • 6+ years of experience supporting Cornerstone OnDemand LMS in L2/L3 roles. • Strong understanding of LMS architecture, workflows, and configuration. • Experience with SSO (SAML, OAuth), API integrations, and 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.
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: • Resolve critical issues involving system architecture, APIs, SSO, and data integrations. • 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: • Mentor L1 and L2 support engineers. • 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.
Job Title:
Cornerstone OnDemand LMS - L2 & L3 Support Lead
Work Location:
Plano TX ( Hybrid - 2/3 days a week, work from office)
Job Description:
The L2 & L3 Support Lead will oversee escalated technical support 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.
Mandatory Requirements: Technical Skills: • 6+ years of experience supporting Cornerstone OnDemand LMS in L2/L3 roles. • Strong understanding of LMS architecture, workflows, and configuration. • Experience with SSO (SAML, OAuth), API integrations, and 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.
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: • Resolve critical issues involving system architecture, APIs, SSO, and data integrations. • 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: • Mentor L1 and L2 support engineers. • 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.