Making administrator support self-service

The business challenge

Globally distributed LMS administrators faced a complicated platform, a long ramp-up, routine escalations, and weekly errors such as enrolling users in the wrong courses.

My role and scope

• Analyzed administrator errors, Slack and ticketing escalation patterns, and existing training.
• The résumé records ownership of a distributed global LMS administration team and a self-service knowledge system.

Key decisions

• Replace hard-to-retain one-time training with a topic-organized reference guide.
• Make the same knowledge available through a Slack-powered chatbot in administrators’ everyday workflow.

What I built

• Redesigned training as a reference handbook.
• Fed the guide into a Slack-powered chatbot for self-service answers.

How I worked with others

• Used administrator support questions and common enrollment errors to shape resources for globally distributed LMS admins.

Results and measurement

• LMS administrator ticket escalations dropped 43% in the quarter following launch—a relative reduction, not percentage points.
• This measures escalations, not a verified 43% drop in all errors or time spent on support.

What this demonstrates

Practical AI and automation for learning operations—separate from helping employees adopt AI tools.