Job Description

Grade 5

Team: HR Digital Services

Role: Learning Support Analyst

Scope: Global

Role Overview: Provides technical assistance, troubleshoots issues, and resolves customer inquiries to ensure smooth operations.

Key Responsibilities:

Issue Resolution and Troubleshooting: Respond to and resolve support requests, diagnose technical issues, and implement effective solutions for HR systems and applications.

User Assistance and Training: Provide day-to-day support to HR system users, develop training materials, and conduct training sessions to enhance user proficiency.

System Monitoring and Maintenance: Continuously monitor system performance, perform routine maintenance, and ensure systems are up-to-date and reliable.

Documentation and Knowledge Management: Create and maintain comprehensive documentation, including user guides and troubleshooting guides, and manage a knowledge base for common issues.

Data Management and Reporting: Ensure data accuracy and integrity within HR systems, perform regular data audits, and generate reports on system performance and support metrics.

Collaboration and Communication: Collaborate with IT, HR, and other departments to resolve complex issues, implement enhancements, and communicate updates to users.

Continuous Improvement: Identify and recommend areas for improvement in HR digital services, implementing enhancements to improve user experience and system efficiency.

Compliance and Security: Ensure HR systems comply with relevant regulations and standards, assist in implementing security measures, and protect sensitive HR data.

Skills & Attributes:

Technical proficiency: Understanding of relevant technologies, systems, and applications.

Problem-solving: Ability to analyze issues, troubleshoot, and provide effective solutions.

Customer service: Strong communication and interpersonal skills to assist users and address inquiries.

Ticketing systems: Proficiency in using ticketing systems to manage and track support requests.

Product knowledge: In-depth understanding of the products or services being supported.

Time management: Efficiently prioritize and manage tasks to meet service level agreements (SLAs).

Qualifications

1. Level of educational attainment: Bachelor's Degree

2. Previous work experience: • 2 to 4 years' experience in the Learning domain. Cornerstone admin LMS certification

3. Knowledge of effective learning and development methods

4. Proficient in MS Office and Learning management system

Schedule: Full-time
Req: 0093BV