LMS Support Coordinator Tools: Jira Service Management (preferred), Storyline, LMS platforms (such as Moodle, Canvas, Blackboard, or Brightspace) Position Overview The LMS Support Coordinator will manage day-to-day operations of the program's customer support system and learning management system (LMS). This role combines technical LMS administration, customer support ticket management, multimedia e-learning implementation, and process documentation to ensure users receive timely assistance and that training materials are properly deployed.

The ideal candidate has experience in Jira Service Management, LMS implementation, administration expertise, and excellent skills in coordinating customer support. They will serve as the operational bridge between providers, technical teams, the LMS vendor, customers, and the state agency.

Key Responsibilities

Customer Support Operations (Jira Service Management)

Manage, triage, categorize, and route all project support tickets within Jira Service Management.

Maintain adherence to contract timelines for ticket response and resolution.

Identify ticket trends and recommend FAQ or process improvements.

Coordinate resolution between the internal team, LMS vendor, and state stakeholders.

Support escalation handling for urgent provider requests.

Maintain accurate ticket documentation and resolution notes.

Keep the customer informed of the process and timeline for resolution.

Troubleshoot user and administrative LMS issues and escalate as needed.

Multimedia

Production

Create or integrate short video segments.

Develop animations and graphics to illustrate key concepts.

Produce or coordinate voiceover narration with captions and transcripts for all audio content.

Optimize media assets for low-bandwidth environments.





Conduct cross-browser and cross-device testing; resolve technical defects identified during QA Course Deployment & Technical Implementation Implement completion tracking, assessment scoring, and certificate generation triggers

Prepare source files and documentation for long-term maintenance and updates.

Test courses created using tools such as Articulate Storyline

Upload, configure, format, test, and deploy training content ensuring functionality across devices

Support implementation of LMS features and manage course updates and version control.

Assist with course completion logic, certificates, and learner tracking

Coordinate with instructional design teams on course deployment.

Ensure compliance with ADA accessibility standards. Specifically, 508/WCAG 2.1 AA accessibility compliance (keyboard navigation, screen reader compatibility, color contrast, captions)

Support LMS platform administration. Documentation & Process Development

Develop and maintain standard operating procedures (SOPs).

Document customer support workflows and escalation protocols.

Create knowledge base articles and support guides.

Maintain internal documentation for

Ticket routing

LMS administration tasks

System troubleshooting, and others as needed.

Assist with process improvement initiatives.

Stakeholder

Coordination

Communicate effectively with internal teams, LMS vendors, and project leadership.





Support coordination with State agency partners and subcontractors.

Participate in project meetings and provide operational updates.

Facilitate issue resolution between technical and non-technical stakeholders.

Required Skills & Qualifications

Required Skills Experience with Articulate, Storyline, or e-learning development tools

Learning Management Systems (LMS) Support experience

Experience supporting remote or distributed teams

Strong critical thinking and problem-solving skills

Ability to manage multiple operational workflows

Excellent written and verbal English communication skills

Robust documentation and process writing skills

Preferred Qualifications

Experience with customer support ticket systems (preferably, Jira Service Management)

Knowledge of course publishing standards

Experience supporting government or healthcare training programs

Familiarity with ADA compliance for online learning

Experience implementing or managing training registries

Experience developing SOPs, process documentation, and knowledge bases

LMS implementation or platform rollout experience

Background in instructional technology, learning design, or editorial experience.

Conversational Spanish, Portuguese, or French.

The ideal candidate will be:

Ambitious and self-directed

Innovative and comfortable learning new systems

Highly organized with strong attention to detail

Able to translate technical issues into clear solutions for users

Comfortable working across technical and operational teams, and with diverse clients

Ideal Candidate Profile

Someone who has worked as:

LMS Administrator/ Editor

Instructional Development Technology Coordinator

E-Learning Developer

Jira Service Management Experience/ Analyst

Customer Support Operations Lead

📌 LMS Administrator (India)
🏢 Syra Health
📍 India