DUTIES
L&D Issue Management:
• Respond and resolve learner escalated inquiries or issues through the ServiceNow tool within prescribed service level agreements to meet team goals
• Participate in the adherence of end-to-end Issue management processes which require multiple stakeholder engagement
• Support individual learners through providing clear options and next steps, troubleshooting and finding appropriate resolutions
• Assist in the monitoring and reporting of trends in training escalations
• Assist in the analysis of trends which emerge from reporting and participate in the development of recommendations to enhance/rectify/remediate
• Assist in the ongoing evaluation of HR data sources for accuracy, reasonability and appropriateness
L&D Process Procedures:
• Collaborate with peers to implement updates to troubleshooting knowledge base articles
• Manage and deliver on all removal and exception requests with adherence to procedures and regulatory requirements
• Act as a subject matter expert in LMS and specifically on-line learning to support learners and L&D partners to make recommendations and resolve problems related to courses
Must have
• A minimum of two (2) years related experience in training environment with a strong understanding of Learning Management Systems and online training
• Excellent research investigative skills and attention to detail
• Strong problem-solving skills with a focus on learner experience while balancing regulatory and business needs
• Excellent business writing, interpersonal and presentation skills with an ability to engage and influence collaborative decisions for improving learner experiences
• Ability to manage multiple projects and conflicting priorities successfully
• Comfortable working both independently and collaboratively with various levels of individuals across teams
• Organized and results-driven
• Strong skills in MS Office (Word, Excel, Outlook)
Experience working in a regulatory environment
Nice to have
Knowledge of LMS and basic SharePoint
Ticketing system
