Cornerstone LMS Support Engineer L2/L3

Job Summary We are seeking an experienced Cornerstone LMS Support Engineer (L2/L3) to provide advanced technical and functional support for the Cornerstone OnDemand Learning Management System (LMS). The ideal candidate will have strong expertise in LMS support operations, ServiceNow workflows, incident management, and enterprise application support. This role will be responsible for resolving complex issues, ensuring system stability, and supporting continuous improvement initiatives across LMS platforms and processes. Key Responsibilities Resolve escalated Level 2 and Level 3 support tickets related to Cornerstone OnDemand LMS. Troubleshoot issues involving LMS modules such as Learning, Performance, and Recruiting. Collaborate with HRIS, IT, and Learning teams to resolve technical and functional issues. Maintain and update knowledge base documentation for recurring incidents and support procedures. Monitor system performance and proactively identify operational risks or improvement opportunities. Coordinate with Cornerstone OnDemand support teams for unresolved product-level issues and defects. Lead root cause analysis activities and post-incident reviews. Support LMS enhancements, system patches, upgrades, and module rollouts. Utilize ServiceNow for incident, problem, and change management processes. Design, optimize, and manage ServiceNow workflows supporting LMS operations. Ensure accurate ticket categorization, prioritization, and SLA compliance. Generate dashboards and reports in ServiceNow for operational and performance tracking. Define and improve support processes, escalation workflows, and operational best practices. Act as a subject matter expert for Cornerstone LMS platforms and support operations. Provide technical leadership, mentoring, and guidance within support projects and initiatives. Required Qualifications Experience supporting Cornerstone OnDemand LMS in Level 2 and Level 3 support environments. Strong understanding of LMS architecture, workflows, configurations, and support operations. Experience working with LMS data feeds and integrations. Proficiency in SQL, Cornerstone custom reporting, and

SCORM/AICC

standards. Hands-on experience with ServiceNow ITSM processes including incident, problem, and change management. Experience creating and managing ServiceNow dashboards and operational reports. Familiarity with AI usage and AI implementation within support or operational projects. Strong analytical, troubleshooting, and problem-solving skills. Excellent communication and stakeholder management abilities. Ability to manage multiple priorities in fast-paced environments. Leadership, mentoring, and collaboration skills. Bachelor's degree in Computer Science, Information Systems, or a related field. Preferred Qualifications Cornerstone OnDemand certifications. ITIL Foundation certification. ServiceNow certification.