Systems Support Analyst

HighPoint Global’s professionals focus exclusively on helping government agencies and companies implement their most critically strategic initiatives. The role of System Support Analyst contributes to HighPoint Global by providing quality and timely solutions including, but not limited to, deploying training to a content management system (HTKR) and Learning Management System (LMS), creating detailed documentation of processes and procedures, generating system and custom reports, managing accounts and assignments, and troubleshooting application issues while always ensuring a high level of service.

• Provide LMS training and support to various users.
• Add or edit entities in the system (e.g., items, content objects, objectives, assessments, reports).
• Research and resolve LMS functionality issues.
• Set up and work with curricula, large-scale course deployments, and assessments.
• Possess superior organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.
• Support system implementations and/or upgrades by completing test cases and documenting results.
• Participate in client meetings related to support modifications, configurations, and customizations of training delivery.
• Evaluate requests and determine the level of support and documentation required. Engage and work with other team members to resolve issues.
• Maintain ongoing documentation (test cases, job aids, SOPs, checklists, and timelines).
• Execute system reports within the LMS.
• Train other administrators on key system functionality, administrative tasks, and processes.
• Work with stakeholders to standardize, streamline, and coordinate business and system processes. Understand, document, and clearly communicate these business processes to stakeholders.
• Work independently with users to define tasks and drive those to completion.
• Work with client and technical resources as required; escalate issues through the proper channels and work with escalation point person to achieve issue resolution.