LMS, Infrastructure Operations Support Admin

Love our Customers is our #1 Value at Okta. The Okta Customer First Team lives and breathes this every day. A critical element of Okta’s strategy is helping our strategic customers accelerate their time to value and expand their relationship with Okta. This is a key differentiator for Okta, and we believe that these customers deserve a unique and exceptional experience. When we do this well, our customers succeed, and Okta succeeds by increasing our renewal and growth rates. 

About this role

This role is an opportunity to join the Expert Acceleration organization within the Learning Delivery and Infrastructure team as an Infrastructure Operations Support Administrator to manage and maintain an industry-leading, modern learning program platform and technology ecosystem. The charter for this team is to enable the growth of the Okta ecosystem and support a modern and captivating learning experience that transforms our Okta experts from allies to loyal defenders and raving fans.

Okta is looking for a talented hands-on operations support administrator with experience supporting complex distributed systems; Someone who shares our passion for enabling customers to adopt and grow with the Okta platform through education products. You will be supporting various technical experts with administrative and case resolution assignments in efforts to help plan, architect and implement delightful learning experiences. You have proven skills in Learning Management System  publishing activities, creating stakeholder and system how-to/FAQ documentation, automating manual efforts, website maintenance, and ticket resolution oversight.  You are comfortable owning all stages of publishing and maintenance for the education learning platform. You collaborate well with stakeholders and technical resources to administer and support user-centric solutions. You’re a timely communicator who applies an SLA-driven, user-centered approach to problem-solving. The ideal candidate has a love of customers, system administration and maintenance management, and a solid understanding of how to support an infrastructure team that delivers an educational experience leading to rapid product adoption.  

Duties and responsibilities

• Own and achieve site publishing requests (new, edits, end of life) within the appropriate SLA for the ticket.
• Regularly use and monitor customer feedback to define recommendations that improve site features and functionality.
• Manage and monitor the site ticketing system that routes issues learners are having in production to the appropriate teams, and are receiving necessary support.
• Conduct quality assurance testing for various aspects of the system including; content functionality, data entry values, and LMS features.
• Support migration and cut over activities for transitioning or sunsetting LMS systems.
• Regularly identify opportunities where the team can consider automating manual steps.
• Manage and deliver requests that require manual report execution.  
• Provide resourcing for global coverage, and backup support for the LMS administrator.
• Help review and apply accessibility standards, such as the WCAG2.  Regularly review the site for proper accessibility alignment and apply changes as needed.
• Have knowledge of CSS, java script, and html skills.  Regularly QA site pages to assure page functionality and provide recommendations for improvements.  Own delivering website maintenance related tickets within expected SLAs.
• Gain knowledge and exposure to Gainsight administration and analysis, providing support for existing integrations, and assisting in building/testing new ones as the service requires.  Own request management for issue resolution, and requests for edits or new needs.
• Effectively communicates technical information to non-technical audiences.

Required Knowledge, Skills, And Abilities:

• 5  years of Learning Systems experience- Strong preferable Skilljar Certified or certified in another LMS. 
• Experience with  HTML, CSS, Javascript. 
• Technical and feature how-to/FAQ documentation writing experience.
• Requirements gathering, business architecture converted to tech architecture  experience.
• Ability to define and design solutions and execute on the delivery
• Comfortable working with unknowns and figuring out with A/B testing
• Experience working in Agile software development teams leveraging continuous integration and deployment practices.
• Excellent written and verbal communication skills and the ability to work across functions. 
• Ability to work as needed in US time zones. 

Advantageous Knowledge, Skills, And Abilities:

• Experience conducting accessibility reviews and making changes/updates.
• Experience with sites that are localized for various global audiences.
• Quality Assurance Testing experience.
• Previous exposure or knowledge working in Gainsight.
• Understanding of Identity and Access Management protocols and technologies. 
• Previous Okta/Auth0 exposure or experience.