LMS Support Engineer (L2/L3)

Hi, Job Title:

Cornerstone LMS Support Engineer (L2/L3)

Location:

Plano, TX - 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 Best Regards, Sam +1 Lead Technical Recruiter