Job Openings Application Support Specialist (LMS)

About the job Application Support Specialist (LMS)

Job summary:

The HSI Systems Application Support Specialist (LMS) provides advanced technical support and customer service to existing customers utilizing the safety management system. As a subject matter expert in the system's capabilities and limitations, this role assists clients in effectively implementing, updating, and maintaining their configured sites. The Solutions Architect I collaborates with software developers and cross-functional support teams to resolve customer issues and proactively recommend product enhancements that improve system performance and user experience.

Essential Functions:

Technical Expertise & Growth

  • Continuously expand technical knowledge of HSI product solutions, tools, and systems.

  • Act as a technical resource with a deep understanding of company products, data architecture, and APIs.

Customer Engagement & Support

  • When required, meet with customers to identify tailored solutions based on individual needs.

  • Serve as an intermediate-level system administrator, including support for data imports/exports and configuration updates.

  • Assist or lead internal and paid customer projects as the primary technical resource.

Implementation

  • Collaborate with the implementation team to configure and populate LMS site data in alignment with client requirements and project timelines.

  • Conduct thorough quality assurance reviews to ensure all LMS implementations meet defined specifications and maintain high standards of accuracy and functionality.

  • Assist EHS and CMS implementation & platform sync teams in implementation tasks.

Technical Troubleshooting & System Maintenance

  • Investigate, resolve, and/or escalate advanced technical support issues to development, including system bugs and urgent customer concerns.

  • Provide detailed guidance and support to customers in executing system modifications and task implementations tailored to their specific needs.

  • Support, maintain, and document software functionality and standards compliance.

Data Analysis & Auditing

  • Perform data and system audits to ensure accuracy, consistency, and proper data mapping.

  • Review discrepancy reports and investigate data outliers.

  • Create improved methods for reviewing system data and functionality.

Documentation & Reporting

  • Maintain accurate records of all activities in Salesforce.

  • Ensure customer tickets are closed within company Service Level Agreement (SLA).

  • Communicate product quality assurance issues and track their resolution.

Cross-Functional Collaboration

  • Collaborate with Product and Development teams to scope, test, and improve tools and features.

Professional Skills

  • Demonstrate strong analytical and problem-solving abilities.

  • Effectively manage multiple tasks and competing priorities.

  • Share solutions to complex challenges and proactively seek opportunities for improvement.

  • Perform additional tasks and projects as needed, including those outside the scope of normal job functions.

Competencies

  • Innovation Demonstrates creativity and analytical problem-solving skills to develop effective solutions and drive continuous improvement.

  • Adaptability Readily adjusts to changing circumstances, integrates new information, and responds to evolving customer needs with minimal resistance.

  • Attention to Detail Evaluates granular components to understand their broader impact on customer configurations and overall system performance.

  • Curiosity & Learning Quickly absorbs new information, actively seeks to understand customer pain points, and applies insights to improve outcomes.

  • Influence Effectively guides customer decisions by identifying business challenges and presenting tailored, value-driven solutions.

  • Efficiency Exhibits strong organizational skills and time management, ensuring high-quality work with attention to detail.

  • Product Expertise Demonstrates deep knowledge of company products and services, confidently recommending the most appropriate solutions for each customer scenario.

A Bachelor's Degree in a related field. An Associate Degree and 3+ years of relatable experience may be substituted for a Bachelor's Degree

Qualification:

2+ years of experience consulting with end-users and sales to determine system configuration needs.

Administrator experience with a Learning Management & Safety Management System is highly preferred.

Familiarity with databases is a plus.

Intermediate to advanced skill set in Microsoft Office, previous experience working with advanced Excel functions.

High interest in technology and strong technical aptitude.