UK

United Kingdom · Learning and development · Senior (5-8 years)

Senior Performance Support Administrator

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  • Experience bandSenior (5-8 years)
  • Direct reportsNo direct reports
  • Reports toManager, Learning Technology & Operations
  • UK framework levelUsually a coordinator, or early in a professional job

Also advertised as Learning Systems Specialist · L&D Operations Lead · Learning Platform Analyst

Built on 43,079 real UK job descriptions we analysed · grounded in what real qualifications cover

Two short quizzes about you

1From this job to a course

The qualifications matched to this job

Focus Awards Level 3 Diploma in Playwork (RQF) Focus Awards Limited · Level 3 · covers 2 of 10 standards
TQUK Level 3 Diploma in Specialist Support for Teaching and Learning in Schools (RQF) Training Qualifications UK Ltd · Level 3 · covers 1 of 10 standards
GQA PAA\VQ-SET Level 3 Certificate in Learning and Development GQA Qualifications Limited · Level 3 · covers 1 of 10 standards
SFJ Awards Level 4 Diploma in Learning and Development SFJ Awards · Level 4 · covers 1 of 10 standards
OCNLR Level 4 Certificate in Education and Training OCN London · Level 4 · covers 1 of 10 standards
NCFE CACHE Level 5 Diploma in Advanced Playwork (Wales) NCFE · Level 5 · covers 2 of 10 standards

Matched from the standards this job is measured against: a suggestion, not an official ruling.

The units you would start with

Provide learning opportunities for colleagues Focus Awards Level 3 Diploma in Playwork (RQF)
Support learning and development within own area of responsibility TQUK Level 3 Diploma in Specialist Support for Teaching and Learning in Schools (RQF)
Engage learners in the learning and development process GQA PAA\VQ-SET Level 3 Certificate in Learning and Development

The future skills this job leans on

AI Fluency working with AI as a thinking partner
Data Fluency turning numbers into a decision
Automation Fluency building AI into how work runs
Systems Fluency seeing the whole picture
Your Plan Illustration

Built for Senior Performance Support Administrator

3 units that map to this job, from the qualifications that cover it.

  1. Provide learning opportunities for colleagues Focus Awards Limited · covers 2 of 10 standards Level 3
  2. Support learning and development within own area of responsibility Training Qualifications UK Ltd · covers 1 of 10 standards Level 3
  3. Engage learners in the learning and development process GQA Qualifications Limited · covers 1 of 10 standards Level 3
These are the real units behind this job, in the order they rank for it. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

2AI and this work

Will AI change your work as a Senior Performance Support Administrator?

Nobody can say exactly how. Here is what this job is being asked for next, and where to start.

The new skills this role is being asked for

  • Prompt Engineering for System Optimisation
  • Advanced Learning Data Visualisation & Storytelling
Why each one is rising

The future skills this job leans on

We'll only ever tell you what we can actually back up. No hype, no scare tactics.

What happens when you start

Next, a free account. We build your Senior Performance Support Administrator plan as you set up, starting with the free AI Fluency module. No card.

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Keep this read. One email with what AI is changing in this job, the new skills it asks for and where to start free. Nothing else follows unless you confirm your address.

3What this role really is

This job involves keeping learning systems running smoothly and fixing complex technical issues as they arise. You look for patterns in recurring problems and build solutions that last, rather than quick fixes.

4What you'd actually use

The tools this job runs on, and how well you'd need to know each one.

LMS/LXP (e.g., Cornerstone OnDemand, Docebo, Workday Learning) Expert

Advanced configuration, setting up automation rules, managing complex integrations (e.g., SSO, HRIS feeds), building custom reports, acting as vendor support liaison for deep technical issues.

Authoring Tools (e.g., Articulate 360: Rise/Storyline, Adobe Captivate) Advanced

Debugging communication issues between content and the LMS, advising instructional designers on optimal publishing settings for reporting and bookmarking, understanding content packaging.

Data & Analytics (e.g., Power BI, Tableau, Advanced Excel) Advanced

Connecting directly to LMS data sources, building interactive dashboards, tracking learning engagement vs. business KPIs, performing complex data cleaning and manipulation.

Digital Adoption Platform (DAP) (e.g., WalkMe, Whatfix) Expert

Authoring complex, multi-step smart walkthroughs, segmenting user guidance, analysing user friction points to propose new support content, managing platform integrations.

HRIS (e.g., Workday HCM, SAP SuccessFactors) Advanced

Troubleshooting HRIS data feed failures with IT/HR partners, designing logic for audience mapping based on HRIS attributes (job code, location, etc.), understanding data structures.

Ticketing/Project Management Tools (e.g., Jira Service Desk, Asana) Advanced

Configuring Jira workflows for L&D support, creating and managing project plans in Asana for system upgrades, analysing ticket trends to identify root causes and proactive solutions.

5What you get to decide, and how that grows

Power in a job isn't your title. It's what you're allowed to decide. Here's how it grows as you move up.

The choiceComing in Where you are nowThe step above
LMS/DAP Configuration Changes Propose changes to supervisor; execute only after explicit approval and detailed instructions. Execute routine configuration changes within established guidelines; escalate any non-standard requests. Design and implement complex configuration changes independently within project scope; consult manager on changes impacting multiple systems or significant user experience.
Troubleshooting & Issue Resolution Resolve Tier 1 issues using documented procedures; escalate anything beyond basic password resets or access issues. Independently troubleshoot and resolve most Tier 1/2 issues; escalate complex technical bugs or integration failures. Lead troubleshooting for all complex Tier 2/3 issues, including integration failures and data discrepancies; define root cause and implement preventative solutions without direct supervision.
Automation Rule Design & Implementation Assist in testing pre-built automation rules. Set up simple, rule-based automations (e.g., course enrolment based on group). Design, build, and deploy complex, multi-step automation workflows (e.g., dynamic audience mapping, certification expiry notifications) to optimise system efficiency.
Learning Data Reporting & Analytics Run pre-defined reports and export data for basic analysis. Build basic custom reports and pivot tables in Excel to answer specific questions. Design and build interactive dashboards in Power BI/Tableau, connecting to multiple data sources, to provide strategic insights into learning effectiveness and engagement.
Vendor Interaction Follow up on existing support tickets with vendor support. Log new support tickets with vendors and communicate issues. Act as primary technical liaison with key learning tech vendors, discussing roadmaps, escalating critical issues, and evaluating new features.

6How you'll be judged

The scoreboard, and what is not on it. The hard targets, how often each is actually looked at, and the quiet signals that never reach a dashboard.

System Uptime & Stability
Ensuring our core learning platforms (LMS, DAP) are available and functioning correctly for all users.
Target · 99.9% uptime for critical learning platforms during business hours.

In Q2, the LMS had 2 hours of unplanned downtime across 500 business hours, resulting in 99.6% uptime. Your goal is to keep this above 99.9%.

Complex Ticket Resolution Time
How quickly you resolve escalated technical support tickets that junior admins can't handle.
Target · Resolve 90% of escalated Tier 2/3 tickets within 8 business hours.

Last month, you closed 27 out of 30 escalated tickets within the 8-hour target, which is 90%.

Automation & Process Efficiency Gains
The measurable reduction in manual effort due to automation rules or process improvements you implement.
Target · Reduce manual administrative tasks by 15% across the L&D team annually.

Automating the new hire enrolment process saved the team roughly 5 hours per week, totalling 250 hours annually, contributing to the 15% target.

Learning Data Accuracy & Reporting Reliability
The consistency and trustworthiness of the data coming out of our learning systems, especially for key business reports.
Target · Achieve less than 2% error rate in critical monthly and quarterly learning reports.

After implementing new data validation rules, the Q3 compliance report showed only 1 discrepancy in 500 records, a 0.2% error rate.

Proactive Problem Identification & Prevention
You're not just fixing problems, you're spotting trends and preventing future issues before they blow up.
  • You'll regularly present root cause analyses for recurring issues, propose and implement preventative measures, and identify potential system conflicts during upgrades. Your manager and colleagues will often say, 'Good catch, I didn't even see that coming.'
Mentorship & Knowledge Sharing
How well you support and upskill junior members of the team, helping them grow their technical capabilities.
  • Junior admins will regularly come to you for advice. You'll lead training sessions on new features or complex troubleshooting. Your code reviews will be constructive and helpful. Feedback from your manager will highlight your positive impact on team capability.
Stakeholder Trust & Collaboration
How effectively you work with IT, HR, and business leads, building trust and getting everyone on the same page.
  • IT will proactively involve you in system discussions. HR will rely on your expertise for data mapping. Business leaders will appreciate your clear explanations of technical limitations and solutions. You'll be seen as a reliable, expert partner, not just a ticket resolver.

7Would you like it

Both sides. What people enjoy, and what grinds them down.

What people enjoy
Solving Complex Puzzles

You'll get a real kick out of diagnosing a tricky LMS integration error or figuring out why a specific report isn't pulling the right data. It's like being a detective for our learning systems, and you love finding the culprit.

Spending an afternoon debugging an xAPI statement that wasn't correctly recording completion for a specific course, then implementing a fix that prevents it for all future content.

Creating Order from Chaos

You'll genuinely enjoy tidying up messy data, streamlining a clunky process, or implementing a new naming convention that makes everything clearer and more efficient. You like seeing things organised and working smoothly.

Developing a new, standardised process for course archiving and deletion, then rolling it out to the team, resulting in a cleaner, faster LMS.

Empowering Others Through Technology

You'll feel rewarded when you help a colleague finally get their report to work, or when you build an automation that saves the L&D team hours of manual work. Seeing your technical solutions directly improve someone's day is a big win for you.

Building an interactive Power BI dashboard that allows programme managers to self-serve their learning data, freeing them from waiting for manual reports.

What frustrates people
  • Inheriting a messy, decade-old LMS with no consistent naming conventions and thousands of 'zombie' courses.
  • Being the default 'IT Helpdesk' for the L&D department, getting blamed for everything from a slow network to a user forgetting their password.
  • The constant battle between IT Security's 'lock everything down' mandate and L&D's need for flexible, engaging tools that often live in the cloud.
  • Manually enrolling and tracking 5,000 employees for mandatory compliance training because the one-off requirements don't fit the system's automation rules.
  • Explaining to a senior leader for the fifth time why their 'simple request' for a report requires a complex data query that will take two days, not two hours.
  • Chasing instructional designers for their final, tested SCORM packages the day before a major programme launch.
  • Discovering that the 'clean' data from the HRIS feed is missing critical information (like department or manager) for half the new hires.
What this role does not give you
  • A purely strategic role with no hands-on technical work.
  • A role where you're always building new content from scratch.
  • A completely predictable day-to-day routine; urgent issues will pop up.
  • A role where you won't have to deal with legacy systems or imperfect data.

8Who you work with

Your work directly impacts colleague productivity, compliance adherence, and the overall effectiveness of our learning programmes. A well-optimised learning ecosystem means colleagues can access essential training without friction, leading to faster skill development and better business outcomes. Conversely, system failures or poor data can lead to significant operational disruptions, compliance risks, and a frustrated workforce.

Inside the business
  • Learning & Development Team (Instructional Designers, Programme Managers)
  • IT Security & Infrastructure Teams
  • HR Operations & People Analytics
  • Department Heads (e.g., Sales, Product, Engineering)
  • Senior Leaders who need critical reports
Outside the business
  • LMS/LXP Vendor Support Teams
  • Digital Adoption Platform Vendor Support Teams
  • Content Providers (e.g., LinkedIn Learning, external courseware vendors)

9What you need before you start

Not a wish list. The things you would be expected to already have.

  • Proven experience (5+ years) in a dedicated learning technology or L&D operations role, with a strong focus on system administration and support.
  • Demonstrable experience leading UAT cycles for system upgrades or new feature implementations.
  • Solid track record of designing and implementing automation rules within an LMS or similar platform.
  • Experience mentoring junior team members or providing informal guidance.
  • A strong understanding of data structures and experience building reports/dashboards from complex datasets.
  • Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical audiences.

10What to practise next

Where the job is going, and what to do about it starting this week.

Advanced LMS/LXP API Integration & Scripting

Many routine tasks and complex data flows can't be handled by out-of-the-box automation. Understanding how to use APIs and write custom scripts (e.g., Python, PowerShell) to connect our LMS with other systems, automate complex user provisioning, or extract specific data will become crucial for truly optimising our ecosystem.

RESTful API Principles · JSON Data Structures · Basic Scripting (Python/PowerShell) · Error Handling & Logging · OAuth 2.0 & API Security

  • This week: Identify one simple, repetitive manual task in the LMS that could be automated via API (e.g., updating user profiles).
  • This month: Complete an online 'Python for Beginners' or 'PowerShell Scripting' course, focusing on API interactions.
  • Month 2: Using the LMS API documentation, attempt to write a simple script to perform your identified task (e.g., retrieve a user's profile).
  • Month 3: Work with your manager to identify a low-risk, high-reward automation project using API scripting and get it implemented.

Quick win: Explore the LMS vendor's API documentation. Just understanding what's possible will open up new ideas for automation, even if you don't write code yet.

11Staying current once you are in

What people here do to keep up
  • Attending industry conferences or webinars focused on learning technologies (e.g., Learning Technologies UK, DevLearn).
  • Participating in online communities or forums for LMS administrators and learning technologists.
  • Completing advanced courses on data analytics, business intelligence tools (Power BI, Tableau), or basic scripting (Python/SQL).
  • Seeking out opportunities to lead small, internal projects focused on system improvements or automation.
  • Mentoring a junior colleague, even informally, to solidify your own understanding and leadership skills.

12The rising capability

The rising capability

Zavmo analysis

What's rising in its place

This is where the work is heading, and the higher pay with it. Get fluent here and the shift stops being a threat and starts being your edge.

Prompt Engineering for System Optimisation

AI is already here, and it's getting smarter. Competitors are using Large Language Models (LLMs) to generate complex data queries, draft automation scripts, and even debug code in minutes. Analysts who figure this out will outproduce peers significantly. This isn't future-gazing; it's happening now.

  • Context Windows & Token Limits
  • Temperature Settings
  • RAG (Retrieval Augmented Generation)
  • Output Validation & Hallucination Detection
  • Prompt Chaining

Advanced Learning Data Visualisation & Storytelling

Simply presenting numbers isn't enough anymore. Leaders want insights, not just data. The ability to tell a compelling story with data – showing the 'why' and 'what next' – is becoming crucial for demonstrating the value of L&D. This means moving beyond standard charts to truly impactful visualisations.

  • Data Storytelling Principles
  • Perceptual Psychology in Visualisation
  • Interactive Dashboard Design
  • Choosing the Right Chart Type
  • Annotation & Contextualisation

13What you’ll use

What you’ll use

Skills this role draws on

Technical

  • Learning Technology Standards (SCORM/xAPI)
  • Kirkpatrick Model of Evaluation (Levels 1-4)
  • User Acceptance Testing (UAT) Management
  • Data Governance & Privacy (GDPR, PII)
  • Learning Analytics & Reporting
  • Workflow Automation Design

14The pathway

The pathway

How you actually get there, here

How you become one varies far more by country than what one does. This is the UK route. Most people take one of these ways in; the right one depends on where you're starting from.

  1. 1

    Performance Support Administrator (L2)

    2-3 years

    Skills to master

    • Independently managing end-to-end course deployment, troubleshooting most user issues, building basic custom reports, and understanding our core system configurations.

    You're ready to move on when

    • You're consistently resolving Tier 1/2 tickets without escalation.
    • You've successfully managed several course launches from start to finish.
    • You're proactively identifying minor system improvements or process inefficiencies.
    • Your colleagues often come to you for advice on routine system questions.
  2. 2

    IT Support / HR Systems Administrator

    3-5 years

    Skills to master

    • Translating your general system administration and support skills to learning technologies, understanding L&D-specific data requirements, and learning our particular tech stack (LMS, DAP).

    You're ready to move on when

    • You have a strong background in enterprise system administration and troubleshooting.
    • You've worked with HRIS systems and understand data integration challenges.
    • You're keen to specialise in learning technologies and understand their unique challenges.
    • You've demonstrated an ability to quickly pick up new software platforms.
  3. 3

    L&D Coordinator / Specialist (with a tech focus)

    3-4 years

    Skills to master

    • Deepening your technical understanding of learning platforms, moving beyond content management to system configuration, data analytics, and automation.

    You're ready to move on when

    • You've managed content on an LMS and have a good grasp of its capabilities.
    • You're the 'go-to' person for basic technical questions within your L&D team.
    • You're frustrated by manual processes and actively seek technical solutions to streamline work.
    • You've taken initiative to learn about system integrations and data flows.

15Where this role leads

The long view: This work can lead to roles such as Director, Learning Ecosystem & Analytics, VP of Talent & Capability, or Principal Learning Technologist.

The ten Future Fluencies

Zavmo analysis

The credential is what you can do today. These are what keep you valuable.

A qualification proves you can do the job as it's defined today. These ten are what decide whether you're still the obvious person for it in five years. They're the capabilities employers are now writing into senior roles faster than people are learning them. Zavmo weaves them through whatever you study, so you come out with both: the credential and the fluency.

The highlighted ones are the Fluencies your role leans on hardest, from how Senior Performance Support Administrator is actually changing.

Where it leads

Roles this leads to

How you would learn this

One to one, on the work you already do

A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.

A lesson from Provide learning opportunities for colleagues, worked against Senior Performance Support Administrator.

Provide learning opportunities for colleagues Level 3

Applied to your work in Senior Performance Support Administrator

This unit aims to enable learners to encourage and support colleagues' learning and development in the workplace. Learners will be able to help colleagues identify their learning needs and styles, plan and implement learning activities, and review their learning and development plans effectively.

How the thinking builds
  1. 1 Remember
  2. 2 Understand
  3. 3 Apply
  4. 4 Analyse
  5. 5 Evaluate
  6. 6 Create
An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time.

See Your Progress Grow Illustration
Senior Performance Support Administrator
  • Learning Technology Standards (SCORM/xAPI)
  • Kirkpatrick Model of Evaluation (Levels 1-4)
  • User Acceptance Testing (UAT) Management
  • Data Governance & Privacy (GDPR, PII)
  • Learning Analytics & Reporting
  • Workflow Automation Design
This is your Mind Palace on learn.zavmo.ai. Every skill above comes from this role's own record, not an example borrowed from another job. A node lights up when you evidence it, and what you build stays yours between jobs. That is the part a course cannot do.

16The detail, folded away

Everything else the record holds

The career branches in full, how AI is already showing up in the day-to-day, and the questions people ask about this job. Here when you want them, out of the way while you decide.

Where it leads next, rung by rung

Where it leads

The career path, and where it branches

Senior Performance Support Administrator is a start, not a ceiling. Each step below asks for new skills and hands back more autonomy.

  1. Lead Learning Systems Analyst (L4)

    3-5 years

    You'll move from improving systems to architecting solutions. This means designing technical approaches for complex L&D initiatives, managing vendor relationships at a strategic level, and becoming the ultimate technical escalation point for the entire team.

    • Solution Architecture Designing end-to-end technical solutions for complex learning programmes or system integrations.
    • Advanced Data Modelling Defining how learning data integrates into enterprise data warehouses and business intelligence platforms.
    • Budget Management (small scale) Managing a budget for specific tools or projects (e.g., £50K-£100K).

  2. Manager, Learning Technology & Operations (L5)

    4-6 years

    Here, you'll shift from individual contributor to people leader. You'll manage the entire Learning Technology & Operations team, own the learning tech stack budget and roadmap, and be accountable for system uptime and overall service levels. It's less about hands-on technical work and more about strategy, people, and process.

    • Organisational Design Structuring the L&D operations team for maximum efficiency and impact.
    • Vendor Strategy Leading strategic vendor selection, negotiation, and relationship management.
    • Service Level Agreement (SLA) Management Defining, monitoring, and reporting on service level agreements for learning support.
Working with AI on the job

Working with AI

Where AI is starting to help

Let's be real, a lot of the 'admin' in Performance Support can be a drag. But what if you could offload some of that repetitive work to smart AI tools? We're not talking about replacing you; we're talking about giving you a superpower. Imagine spending less time on manual tasks and more time on the really interesting stuff – like solving complex system problems or designing clever automations. That's what AI can do for you here.

Our team is actively exploring and integrating AI tools to make our work more efficient and impactful. As a Senior Performance Support Administrator, you'll be at the forefront of using these technologies to streamline operations, provide better support, and gain deeper insights from our learning data. We've even got an internal AI Productivity Hub with guides and tools to get you started.

Intelligent Ticket Triage & Resolution

AI can analyse incoming support emails and tickets, categorising issues (like 'login problem' or 'course access error') and even drafting instant replies with links to relevant knowledge base articles. This could deflect up to 40% of those common, repetitive Tier 1 tickets, freeing you up for the trickier stuff.

Predictive Learning Analytics

Move beyond just reporting what happened. AI can help identify 'at-risk' learners who might drop out of a programme based on their engagement patterns. It can then suggest automated, personalised nudges to help them get back on track, giving you a massive head start on programme effectiveness.

Smart Content Curation

Imagine an AI assistant that scans our internal documents (Confluence, SharePoint) and external sources (articles, videos) to suggest relevant, up-to-date content for learning pathways. It can also flag outdated materials for your review, saving you hours of manual searching and content auditing.

Automated User Communications

Need to draft a system announcement, an outage notification, or a guide for a new feature? AI can generate clear, friendly drafts in minutes. Just give it a few bullet points, and it'll produce an email that's ready for a quick human review, saving you significant writing time.

Common questions

Common questions

How do you become a Senior Performance Support Administrator?

Common routes in include Performance Support Administrator (2-3 years), IT Support / HR Systems Administrator (3-5 years) and L&D Coordinator / Specialist (with a tech focus) (3-4 years). Times vary with prior experience.

Where can a Senior Performance Support Administrator progress to?

This role can lead on to Lead Learning Systems Analyst (3-5 years) and Manager, Learning Technology & Operations (4-6 years), depending on the skills you build.

What new skills matter most for a Senior Performance Support Administrator?

Increasingly, Prompt Engineering for System Optimisation and Advanced Learning Data Visualisation & Storytelling. These are the skills our record of this role lists as growing.

Free tools

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17Where to go from here

Other roles at Level 3

Same depth of qualification, different job. Useful if the work appeals but this particular role does not.

 More jobs in learning and development

Stay in the field you know and move sideways rather than up.
If you leave this industry

The skills involved, system administration, data analytics, automation and stakeholder management, apply beyond this field. They can lead to HR Technology roles, IT Operations, Business Systems Analysis, or EdTech product management in other sectors.

This role profile is © 2026 Growth Engineering Technologies Ltd. Built from UK occupational standards and regulated qualification data, and written for Zavmo.

You're not behind. You're right on time. The shift is only just beginning. Your role won't look the same in two years. Be the one who leads the change, not the one it happens to. Start my free AI Fluency module What happens next: a free account, then we build your plan as you set up. No card. Build your plan, see your roadmap and meet the twelve tutors matched to you. All free. When you're ready to start learning, it's £70 a month, billed monthly. Cancel any time and billing stops.