Associate, LMS Administration

What you will do

The Associate, LMS Administrator is accountable for the administration of our Learning Management System (LMS) while also handling helpdesk support tickets related to LMS issues. You will maintain system functionality, assist users, deploy courses, and ensure seamless delivery of training content while responding to daily helpdesk tickets.

Which means that on a day-to-day basis, you will:

LMS Administration & Support:

• Manage and maintain the LMS platform to ensure system reliability and optimal performance.
• Handle user account creation, role management, permissions, and enrollments.
• Upload, organize, and update courses, assessments, and training materials.
• Troubleshoot technical issues related to the LMS, escalating complex cases as needed.
• Collaborate with IT, instructional designers, and HR teams to implement system updates and improvements.

Zendesk Ticket Management & User Support:

• Monitor and respond to Zendesk tickets throughout the day, providing timely and effective support for LMS-related issues.
• Diagnose and resolve user access issues, course functionality problems, and system errors.
• Document recurring issues and propose long-term solutions to improve user experience.
• Develop knowledge base articles, FAQs, and self-service guides to reduce support ticket volume.
• Communicate technical issues and resolutions clearly to both technical and non-technical users.

Content & Course Deployment:

• Assist in testing and deploying SCORM/xAPI/AICC-compliant courses and training modules.
• Ensure courses function correctly across different browsers, devices, and accessibility standards.
• Work with learning content providers to integrate third-party courses into the LMS.

Reporting & System Optimization:

• Generate and analyze LMS reports on user progress, engagement, and system performance.
• Identify trends in ZenDesk tickets to improve system efficiency and user satisfaction.
• Work with IT and vendors to implement LMS integrations, API connections, and single sign-on (SSO) solutions.

Compliance & Best Practices:

• Ensure LMS security and compliance with data privacy regulations (e.g., GDPR, FERPA, SOC2, etc.).
• Regularly audit LMS configurations, course enrolments, and system settings to maintain data integrity.

How you’ll do it

Because how we do things matters just as much as what we do at Trilliad, our Leadership Principles should act as a compass directing the everyday behavior of every teammate across the organization:

What You’ll Bring – Skills, Knowledge, and Experience

All Difference-Makers are expected to meet the Trilliad Standard for Transferable Skills and Knowledge, which defines the core capabilities every teammate must bring—regardless of role, function, or level.

The following domain-specific Skills, Knowledge, and Experience are additionally required in order for you to be great in this role.

Domain-specific skills

• LMS platform administration — You configure user accounts, permissions, enrollments, and system settings that directly determine whether users can access the training content they need when they need it
• Technical troubleshooting for web-based learning platforms — You diagnose and resolve issues related to course delivery, user access, and system errors that would otherwise block learners from completing required training
• Helpdesk ticket management and prioritization — You triage incoming support requests, resolve issues efficiently, and escalate appropriately so that user disruptions are minimized and service levels are maintained
• eLearning content standards implementation — You deploy SCORM, xAPI, and AICC-compliant courses and ensure they function correctly across devices and browsers, which is essential for reliable content delivery
• Technical documentation and knowledge base development — You create clear, user-friendly guides and FAQs that reduce repeat support requests and enable self-service resolution

Domain-Specific Knowledge

• LMS platform architecture and configuration — You must understand how the LMS is structured, how roles and permissions interact, and how content is organized so that you can maintain system integrity and troubleshoot effectively
• eLearning interoperability standards including SCORM, xAPI, AICC, and LTI — You need to know how these standards govern content packaging and tracking so that deployed courses function as intended and learner data is captured accurately
• Data privacy and compliance requirements for learning systems — You must understand GDPR, FERPA, and SOC2 principles as they apply to learner data so that system configurations and access controls meet regulatory obligations
• HTML, CSS, API integrations, and SSO authentication — You need working knowledge of these technologies to support integrations, troubleshoot content display issues, and collaborate effectively with IT on system enhancements
• Helpdesk ticketing systems and support workflows — You must understand how to manage ticket queues, document resolutions, and track recurring issues so that support is delivered efficiently and patterns are identified for systemic improvement

Domain-specific experience

• 2+ years administering a Learning Management System in a corporate or educational environment, with direct responsibility for user account management, course deployment, and system configuration
• Experience providing technical support through a helpdesk ticketing system such as Zendesk, ServiceNow, or similar, with accountability for timely issue resolution and user communication
• Hands-on experience deploying eLearning content that complies with SCORM, xAPI, or AICC standards, including testing for cross-browser and cross-device functionality

The anticipated annual base salary range for this role is $60,000–$75,000 USD based on a good‑faith estimate at the time of posting. Actual compensation within this range will depend on factors including experience, skills, and geographic location. In addition to base salary, this role is eligible for an annual bonus and Trilliad’s benefits package, which includes health insurance, retirement savings plan, paid time off, and other benefits

About Trilliad

Trilliad, a market-leading Growth Services Provider (GSP), solves challenges and drives results for Growth Leaders across Sales, Marketing and Customer Success. Trilliad’s full-service solutions deliver competitive advantage for the brands it works with by optimizing their sales and marketing strategies, processes, skills and technology. Trilliad drives efficiency and predictability at the intersection of Sales, Marketing, and Customer Success to increase seller productivity, lower cost per lead, decrease cost per sale, accelerate time to close, and drive customer lifetime value.

At Trilliad, culture is our backbone. It shapes how we think, behave, and treat one another, and it defines how our clients, partners, and communities experience us. Every company has a culture and at Trilliad we make ours intentional—anchored in our Leadership Principles. These principles guide every decision and interaction: putting the company first, obsessing over growth, remembering that business is personal, and ensuring strategy turns into execution. We succeed by being one team, striving for greatness, speaking the truth, and holding ourselves accountable. We lighten up with humor, stay patient and disciplined, run towards problems, celebrate results, and never accept confusion as an option. This is the culture you step into at Trilliad—purposeful, lived, and continually developed.

The Trilliad Agreement 

If you want to be part of building a truly great growth company—and if you want to help cultivate a culture that is differentiated and that creates value for customers and colleagues alike—then you might be a fit for Trilliad.  

Accepting that invitation means more than bringing your skills, knowledge, and experience to bear in your role. It also means working in alignment with our Leadership Principles, which guide how we show-up for each other, our customers, and the work. Because at Trilliad, how we do things matters just as much as what we do. 

When you show up in this way—bringing your best and living our Leadership Principles—you can expect Trilliad to uphold its side of The Trilliad Agreement: a workplace in which we grow, connect, and thrive. 

A workplace where we grow: 

• You’ll stretch your skills and shape your career through work that pushes boundaries and raises the bar. 

• You’ll have access to world-class training and development. 

• You’ll have the clarity and tools to deliver results that matter. 

A workplace where we connect: 

• You’ll be guided by leaders who are worth following. 

• You’ll build relationships that go beyond the job. 

• You’ll be invited to offer thoughtful feedback, and when you do your voice will be heard. 

 A workplace where we thrive: 

• Great results will be recognized and celebrated. 

• You’ll work in an environment with teammates who have your back. 

• You’ll receive competitive pay and benefits that recognize your impact and support you inside and outside of work.