Cornerstone LMS Support Engineer (L2/L3)

Role description

Job Title: Cornerstone LMS Support Engineer (L2/L3)

Location: Plano, TX

Work Model: Hybrid (3 days onsite in a week)

Fulltime Position

 

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

 

Soft Skills

·       Excellent communication and stakeholder management

·       Strong analytical and problem-solving abilities

·       Ability to manage multiple priorities under pressure

·       Leadership and mentoring capabilities

 

Education Certifications

·       Bachelor’s degree in Computer Science Information Systems or related field

·       Cornerstone OnDemand certifications preferred but not mandatory.

·       ITIL Foundation certification preferred but not mandatory.

·       ServiceNow certification preferred but not mandatory

Other details

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits and Perks:

• Comprehensive Medical Plan Covering Medical, Dental, Vision


• Short Term and Long-Term Disability Coverage


• 401(k) Plan with Company match


• Life Insurance


• Vacation Time, Sick Leave, Paid Holidays


• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of
this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our
employment decisions are made without regard to race, color, creed, religion, sex (including
pregnancy, childbirth or related medical conditions), gender identity or expression, national origin,
ancestry, age, family-care status, veteran status, marital status, civil union status, domestic
partnership status, military service, handicap or disability or history of handicap or disability, genetic
information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation
or preference, or any other characteristic protected by applicable federal, state, or local law, except
where such considerations are bona fide occupational qualifications permitted by law.