Operations Officer – HRMS & LMS.
Job Description
The Operations Officer owns the day-to-day administration, data integrity, and user adoption of the HRMS and LMS platforms across Sharpen Jobs and Sharpen Skills, ensuring both systems run reliably for internal teams and licensed clients.
Role Overview
| Position | Operations Officer – HRMS & LMS |
| Department | Operations / IT Systems |
| Reports to | Managing Director |
| Employment type | Full-time |
| Location | Kigali, Rwanda |
The Operations Officer is responsible for the day-to-day administration, configuration, and continuous improvement of Sharpen Jobs and Sharpen Skills’ Human Resource Management System (HRMS) and Learning Management System (LMS). The role ensures both platforms remain reliable, secure, and accurate for internal teams, and supports onboarding and support for external clients using the systems.
Key Responsibilities (KRAs)
HRMS Administration
- Administer user accounts, roles, and access permissions across the HRMS for Sharpen Jobs and Sharpen Skills and client organizations,
- Maintain data accuracy and integrity for employee records, payroll inputs, attendance, and leave modules,
- Configure and update system workflows (approvals, org structures, policies) as business needs change,
- Coordinate with Quill Innovations on bug fixes, upgrades, and the remaining handover milestones during the support period,
- Generate and distribute HR reports and dashboards for management
LMS Administration
- Set up and maintain course catalogs, learning paths, and certification tracking,
- Manage learner enrollment, progress tracking, and completion records,
- Support content uploads and coordinate with trainers/content owners on course structure,
- Troubleshoot learner and administrator access issues,
Cross-Platform & Client Support
- Act as first-line support for internal staff and client-side administrators on both platforms
- Train and onboard both new and existing client organizations on the HRMS/LMS, including account setup, initial and refresher training sessions,
- Maintain and update the client-facing and internal portals, keeping configurations, content, and access permissions current,
- Monitor system uptime, data backups, and security settings; escalate technical issues to the vendor,
- Document standard operating procedures and user guides for both systems,
- Gather user feedback and recommend feature or workflow improvements,
- Ensure compliance with data protection requirements across all countries of operation.
Key Performance Indicators (KPIs)
| KPI | Target | Frequency |
| System uptime (HRMS & LMS combined) | ≥ 99% | Monthly |
| Support ticket resolution time | ≤ 24 hours for standard issues; ≤ 4 hours for critical issues | Monthly |
| Data accuracy rate (employee/payroll records) | ≥ 99% | Quarterly audit |
| User adoption rate (active HRMS users / total employees) | ≥ 90% within 60 days of client go-live | Per client rollout |
| LMS course completion rate | ≥ 80% of assigned courses completed on time | Quarterly |
| Client onboarding turnaround (new client account setup to go-live) | ≤ 10 working days | Per onboarding |
| Number of unresolved/escalated vendor issues | 0 outstanding beyond 30 days | Monthly |
| User satisfaction score (internal + client survey) | ≥ 4/5 | Quarterly |
| SOP/documentation currency (guides reviewed and updated) | 100% reviewed | Bi-annual |
Qualifications & Requirements
Education
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, Human Resources, or a related field
Experience
- 2–4 years’ experience administering HR software, learning management systems, ERP, or similar business platforms
- Prior experience supporting external clients or multiple business units is an advantage
- Experience in a fast-growing or multi-country organization is a plus
Technical Skills
- Working knowledge of HRMS/LMS platform administration (user management, workflows, reporting)
- Comfortable with basic troubleshooting and liaising with software vendors
- Proficient in Excel/Google Sheets for reporting and data reconciliation
- Familiarity with data privacy principles relevant to HR data
Competencies
- Strong attention to detail and data accuracy
- Clear, client-facing communication skills
- Structured, process-oriented approach to problem-solving
- Able to manage multiple client accounts and priorities simultaneously
- Self-directed, with sound judgment on when to escalate versus resolve independently
Working Relationships
| Relationship | Purpose |
| Managing Director (direct report) | Reporting on system performance, client onboarding, and improvement priorities |
| Quill Innovations Ltd (vendor) | Escalating technical issues, coordinating upgrades and remaining handover milestones |
| Client HR/administrative contacts | Onboarding support, training, and ongoing platform assistance |
| Internal HR and Finance teams | Coordinating data accuracy for payroll, attendance, and reporting |
| Sharpen Jobs and Sharpen Skills managers and staff | First-line HRMS/LMS support and training |
How To Apply
Interested candidates should send their CV and a cover letter explaining their suitability for the role to hr@sharpenjobs.com with the subject line: “Operations Officer – HRMS & LMS”
Application Deadline:17/October/2026
