Learning Systems Operations Specialist

Employer description

Join Our Team! Sunbelt Rentals strives to be the customer's first choice in the equipment rental industry. From pumps to scaffolding to general construction tools, we aim to be the only call needed to outfit a job site with the proper equipment. Not only do we offer a vast fleet that ranks among the best in the industry, we pair it all with a friendly and knowledgeable staff. Our employees are our greatest asset, and although we present a comprehensive equipment offering, our expertise and service are what truly distinguish us from the competition. We pride ourselves on investing in our workforce and offer competitive benefits, as well as extensive on-the-job training for all eligible employees. As a highly successful national company, we are constantly looking for talented individuals to support our growth. If you are interested in pursuing a rewarding career, we invite you to review our opportunities! Job Description Summary Position Responsibilities: • Serve as the primary operational subject matter expert for LMS functionality, configuration, workflows, and administrative processes. Monitor system usage, data quality, and process compliance, and escalate technical issues when vendor or IT support is required. • Manage LMS and training-support requests submitted through ServiceNow, including triage, investigation, communication, escalation, documentation, and timely resolution in accordance with established service expectations. • Provide responsive operational support to trainers, training managers, Customer Service, Sales, customers, evaluators, and other stakeholders using learning systems and training processes. • Support system releases, upgrades, fixes, integrations, and configuration changes through requirements gathering, test-script development, user acceptance testing, issue documentation, implementation coordination, and post-launch validation. • Collaborate with third-party courseware providers to upload, configure, test, maintain, and troubleshoot learning content. • Upload, maintain, test, and audit learning content, user records, assignments, completions, and related LMS data to ensure accuracy, integrity, and compliance with established standards. • Develop, distribute, and maintain recurring and ad hoc reports and dashboards that support operational decision-making, customer needs, compliance requirements, and training performance. • Support training operations through troubleshooting, coordination, schedule implementation, account corrections, and resolution of customer-facing issues. • Administer Customer Evaluator processes, including evaluator requests, qualification and assignment workflows, scheduling support, system records, stakeholder communication, and resolution of evaluator-related issues. • Support transactional learning operations, including course assignments, registrations, exchanges, refunds, payment-related requests, schedule updates, and other customer account corrections. • Identify recurring support issues, determine root causes, and recommend system, process, documentation, or training improvements to reduce repeat requests. • Create and maintain standard operating procedures, job aids, support documentation, process maps, and internal knowledge resources. • Manage multiple requests and operational priorities simultaneously, communicate status and risks clearly, and follow through until each request is resolved or formally transferred to the appropriate owner. • Stay informed on LMS capabilities, learning-technology trends, and operational best practices to support continuous improvement. Requirements: Education & Experience: • Bachelor’s degree in instructional technology, information systems, business, communications, data analytics, or a related field preferred; equivalent relevant experience will be considered. • Two or more years of experience in LMS administration, learning operations, technical support, customer support, business operations, or a related function preferred. • LMS administration and learning-operations support • ServiceNow or comparable ticket-management experience • Data auditing, reporting, and record management • Advanced proficiency in Microsoft Excel and working knowledge of Microsoft 365 applications • Strong troubleshooting and root-cause analysis • Clear written and verbal communication • Ability to translate user needs into system or process requirements • Strong organizational skills and attention to detail • Ability to prioritize competing requests in a service-oriented environment • Demonstrated ownership, initiative, sound judgment, and follow-through • Ability to work independently while coordinating effectively across teams • Customer-focused approach to internal and external support Physical Demands: Must be able to bend, squat, crouch and/or reach and lift up to 25 pounds or more, as required by the job. Some Sunbelt jobs may require driving for long periods of time, loading and unloading heavy equipment, performing work in extreme weather conditions including rain, wind or excessive temperatures and/or night and weekend work. All duties must be performed according to Sunbelt’s safety policies and guidelines. Reasonable accommodations may be made to comply with ADA/ADAAA. The above description covers the principal duties and responsibilities of the job. The description shall not, however, be construed as a complete listing of all miscellaneous, incidental or similar duties which may be required from day to day. Sunbelt Rentals is an Equal Opportunity Employer — Minority/Female/Disabled/Veteran and any other protected ground Base Pay Range: $64,790.00 - 89,086.80 Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. Please visit https://www.sunbeltrentals.com/careers/ for more information on our benefits and to join our Talent Network. Sunbelt also provides a comprehensive benefits package to its full-time employees. This package includes: • Health, Dental and Vision plans • 401(k) Match • Volunteer time off • Short-term and long-term disability • Accident, Life and Travel insurance, as well as flexible spending • Tuition Reimbursement Options • Employee Assistance Program (EAP) • Length of Service Awards You will become eligible for benefits on the first of the month following 30 days from your start date. Sunbelt offers team members the following paid time off from work, subject to Sunbelt’s policies (unless specified in a collective bargaining agreement): • 12-25 vacation days depending on years of service • 5 sick days • 6 holidays • 2 half day holidays • 2 floating holidays • 1 inclusion day • 1 volunteer day Gear up for an exciting career! Sunbelt Rentals supports service members. Veterans encouraged to apply.