LMS Administrator

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.

What you will do

The 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 enrollments, and system settings to maintain data integrity.
  
  

What you’ll bring – knowledge
(i.e., the critical things you need to know in order or perform the role to expectations)

• HTML, CSS, API integrations, and SSO authentication are a plus.
• Familiarity with SCORM, xAPI, AICC, LTI integrations, and eLearning standards.

What you’ll bring - experience
(i.e., the critical prior experience you must have in order to perform the role to
expectations).

• 2+ years of experience in LMS administration and end-user support (Seertech preferred, headless LMS experience is also a plus).
• Experience handling ZenDesk (or similar ticketing systems) for technical support is highly preferred.

The Trilliad Agreement

If you want to be part of building a truly great growth company—and help cultivate a culture that is differentiated and 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.