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