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Tier II Product Support and Single Sign On (SSO) Analyst

Tier II Product Support and Single Sign On (SSO) Analyst

Remote from your Home Office
Untitled Document

 

Company Description
  Global Learning Systems (GLS) is a leading enterprise learning solutions provider,  with over thirty years of experience offering award winning web-based and blended learning products and programs that help organizations develop professional skills of their human capital resources, as well as meet their business, training & compliance challenges through integrated learning and technology solutions. GLS’ diverse solution set includes WBT product libraries in: Security Awareness & Compliance, Microsoft IT & business skills training curriculum, our OnDemand LMS, a leading cloud based enterprise learning platform, and service offerings that include; consulting, outsourcing and custom learning.  Our award-winning training programs have been successfully deployed in Fortune 500 companies, educational institutions and large government based organizations in the US and globally.   

To support our continued growth and expanding client base in the US and abroad, we are looking for excited candidates with a passion for technology and learning, to join our team to meet the increasing demand for our products and services.  We welcome and encourage you to visit our GLS ( www.globallearningsystems.com ) website and view our products, services & solutions.

Location: ​Candidate will work remotely in the eastern or central time zone with initial on-site training near Baltimore the first 1-2 weeks.
  Position Type: Full time/Permanent           
  Working Hours:  Requirement is to begin the workday 7am weekdays, eastern time.
  Starting Date: ​As soon as possible
  Onsite/Travel Required: Occasional            
  Salary: ​ Based on experience
  Excellent Company Benefits Package 401k, Vacation/Holidays,  Medical, Dental and Vision Insurance, Life Insurance, Employee Assistance Program and more

 

The ideal candidate:

     
  1. Has up to 2-5 years experience in a similar mid-level Support position
  2.  
  3. Is extremely detail-oriented and organized; a self-starter with the ability to work remotely
  4.  
  5. Critical to success in this role is the ability to communicate effectively both orally and in writing, with a wide range and diverse group of people; includes internal team members and clients.

Required Skills and Experience:

     
  1. Supporting a globally accessible enterprise web application featuring user management, user reporting, and administrative functionality
  2.  
  3. Proficient supporting users with a wide variety of technical experience by phone and email
  4.  
  5. Troubleshooting and resolving issues—taking corrective action—in a timely, effective manner
  6.  
  7. Proficient at clarifying and documenting issues and solutions.
  8.  
  9. Writing database queries as a part of the troubleshooting or issue resolution process

Desired Skills and Experience:

     
  1. Single Sign On (SS0) support or implementation
    1.  
    2. Microsoft AD FS (all versions)
    3.  
    4. Active Directory
    5.  
    6. LDAP
    7.  
  2. T-SQL query writing
  3. Involvement with process improvement
  4. Working with development staff to document issues,  articulate solutions, and test/verify application updates

Primary Role Includes:

     
  1. Tier II support for Learning Management System (LMS)  customer issues
    1.  
    2. Evaluate issues in order to provide Tier I with action items
    3.  
    4. Troubleshoot and resolve Tier II issues
    5.  
    6. Support customers and sales staff in common application functionality
    7.  
    8. Implementing customers’ custom configuration requests
    9.  
    10. Assist in configuring, troubleshooting, and maintaining Single Sign-on (SSO) functionality between customer’s Active Directory (AD) and our LMS utilizing AD FS, LDAPS, or SAML
    11.  
  2. Additional support, acquire expertise in application to:
    1.  
    2. Support customers and sales staff in advanced application functionality
    3.  
    4. Working with development staff to document issues,  articulate solutions, and test/verify application updates
    5.  
    6. Provide alternate strategies/solutions in scope of existing application functionality
    7.  
    8. Work with customers in a post-sales, getting-started support role
    9.  

Who are we looking for?  
  We recruit individuals who are looking to join an established team where they can build long-term success and business relationships

     
  1. Someone whom, where honesty, integrity,  initiative and approach to problem-solving shines through
  2.  
  3. Someone whom will align with our team culture.   
  4.  
  5. Someone who is organized, and self-motivated.
  6.  
  7. Someone who can work independently and as part of a team.
  8.  
  9. Someone who has strong communication skills.

 

To apply: Send a resume and cover letter to [email protected].

Equal Opportunity Employer / Affirmative Action Statement

Global Learning Systems and KeyStone Learning Systems, collectively the Company, provide equal employment opportunities to all individuals without regard to race, color, religion, gender, national origin, age, marital status, disability or other protected classes under the law. Specifically, applicants and/or employees shall not be willfully or intentionally discriminated against by any representative of the Company in accordance with and as defined by federal, state and local non-discrimination laws in every location in which the Company has facilities.

The policy of Equal Employment Opportunity applies to all policies and procedures relating to recruitment and hiring, compensation, benefits, termination and all other terms and conditions of employment.