LMS Administrator

Eagle Harbor, LLC., is currently seeking a detail-oriented and analytical LMS Administrator (Training Liason). The LMS Administrator (NTC Training Liaison) serves as the primary operational and technical bridge between the
National Training Center (NTC) Training Department
and the
IT / Dev Ops Department
. This role is responsible for overseeing the administration of
Workday Learning (LMS), managing custom report development, facilitating bulk data integration, and translating functional NTC training requirements into technical specifications for Dev Ops. Additionally, this position provides advanced Tier II technical support, user enablement, and operational coverage for NTC training programs and helpdesk operations.

This position is required to be on-site and located in Albuquerque, New Mexico.

• Tier II LMS Escalations:Investigate and resolve advanced Workday Learning issues escalated from Tier I (e.g., learner transcript discrepancies, enrollment blockages, campaign rule failures, and SCORM/AICC content launch errors).
• NTC Student & User Support:Provide specialized technical support to NTC students, instructors, and site administrators via Jira ticketing, email, phone, or in-person interactions.
• System & SOP Compliance:Execute all administrative actions in strict accordance with established IT security guidelines, SOPs, and DOE/NTC policy framework.
• Requirement Translation:Act as the primary liaison between NTC instructional staff, training managers, and IT/Dev Ops engineers to capture, translate, and implement system enhancements or reporting requirements.
• Dev Ops Coordination:Collaborate with Dev Ops and database administrators to troubleshoot workflow failures, data sync issues, system integration bugs, and custom reporting infrastructure.
• Inter-Departmental Communication:Communicate technical changes, maintenance schedules, and platform updates from IT to NTC business stakeholders in clear, functional terms.

• Custom Report Development:Develop, modify, maintain, and schedule custom operational and compliance reports (utilizing SQL, Workday custom reporting tools, and enterprise reporting services).
• Data Analysis & Consolidation:Interpret data results, analyze learning completion trends, and assist with reviewing and consolidating redundant legacy reports.
• Bulk Data Management:Prepare, validate, and manage incoming training data for bulk uploads (e.g., historical completion records, roster imports, external certifications).
• Reporting Enablement:Train NTC training department stakeholders on how to execute, interpret, and schedule self-service reports.

• Team Coverage:Provide operational support and backup coverage for the LMS Support Analyst and Help Center Team Lead as needed.
• Ticket Lifecycle Management:Triage, update, track, and close assigned tickets within Jira/Workday Case Management, adhering to established SLA guidelines.
• Other Duties:Perform other duties, special projects, and tasks as assigned by management to support evolving NTC training goals and Help Center operations.

• Experience:Minimum of 4 years of directly related work experience in Learning Management System (LMS) administration, IT helpdesk environments, or data reporting;
  OR
  a Bachelor's degree with 2+ years of experience.
• System Liaison & Communication:Proven ability to bridge communication between non-technical training stakeholders (NTC staff) and technical teams (Dev Ops, Database Admins, System Integrators).
• Data & Reporting:Hands-on experience creating, scheduling, and troubleshooting technical reports generated from a Data Warehouse or enterprise SQL database.
• Troubleshooting:Exceptional diagnostic and problem-solving skills related to LMS platforms, user access protocols, and enterprise applications.
• Documentation & Compliance:Demonstrated experience creating, maintaining, and executing Standard Operating Procedures (SOPs) and technical process documentation.

• Platform Expertise:Prior administrative experience with
  Workday Learning
  or complex enterprise LMS platforms.
• Technical & Data Tools:Proficiency with Microsoft SQL Reporting Services (SSRS), SQL queries, Jira Helpdesk/Ticketing platforms, and advanced Microsoft Excel.
• Authentication:Experience with Smart Card / Multi-Factor Authentication (MFA/PIV) integration in an…