Utmost integrity, partnership and dedication to quality (best-in-class) customer service is expected from the role.
Essential Functions
Provide consultation support to end users and business partners on learning processes, systems, and training-related inquiries.
An individual contributor with specialized technical and operational knowledge in learning technologies and operations, and who can apply specialized learning knowledge as they handle concerns, queries, and requests via case management system.
Provides support in deploying learning activities and creating learning environments by carefully collecting and analyzing explicit and implicit requirements prior to carrying out work tasks
Carries out operational tasks by partnering with training organizations and the JNJ learning community to create a best-in-class learning environment
Provides timely, complete, and accurate end-to-end learning support for given technology to all learning clients
Operates, performs, completes, and prioritizes tasks with a risk management-oriented mentality and in accordance with defined/to-be defined Service Level Agreements (SLA’s)
Investigates issues thoroughly, determines methods of prevention, mitigation, correction and resolution within acceptable timeframes and levels of quality, routing or advancing inquiries as appropriate and discussing and seeking advice from immediate supervisor when needed
Provides consultative advice on how to the best setup system to meet customer or training organizational needs
Takes part in or conducts end user and cross team upskilling on given tool of expertise
Take part in documenting, validating and in recommending new or changes to existing learning system technology procedures
Partners and aligns with their team lead in meeting team and individual goals
Partners and aligns with their co-team members and thinks of impact to broader team always
Independently plans, schedules, and implements day-to-day work and objectives with minimal direction, within the limits of established policies, guidelines and procedures, with most tasks delivered in the form of expected results and some impact on others within the job area.
Contributes positively to a knowledge sharing environment by documenting and sharing all relevant work knowledge and experience to continuously build and update the knowledge database
Reads, aligns and keeps self, informed of the latest updates and cascaded information and seeks clarification with immediate supervisor when needed
Observes utmost integrity and establishes and maintains mutually trusted and respected relationships with customers, with supervisors and managers, with co-team members and when needed, with vendors, service providers and third parties
Takes ownership of all assigned tasks, initiatives, and inquiries, makes sure they are resolved/ completed efficiently and accurately with a superior level of quality and shows openness and willingness to learn and to hear feedback and advice on areas for improvement and development
Establishes and maintains a confidential and sensitive work environment, focusing on customer service by handling all customer requests and queries and dealings at work in a professional manner
Participate in scheduled and ad hoc training to improve techniques and process competence
Perform other tasks or projects as may be deemed needed for the role or as may be assigned by immediate supervisor or by manager/s
Job Qualification
University/bachelor’s degree Graduate
More than two (2) years of work experience in the area of administration
Previous Learning Administration experience is strongly preferred
High level of knowledge of Cornerstone-on-Demand LMS system
Functional knowledge of learning and other HR or talent-related technologies
Experience using Service Center/ Helpdesk technologies, case management tools or other customer service software applications
Attention to detail and good analytical, problem solving and decision-making skills
Steadfast commitment to client and customer satisfaction
Ability to work efficiently in a fast-paced environment, handle various tasks/projects at the same time together with daily planned and unplanned operational activities
Strong written and verbal communication skills
Required Skills
Preferred Skills
Administrative Recruiting, Business Behavior, Compliance Management, Cultural Competence, Execution Focus, HR Operational Planning and Organizing, HR Strategic Management, Human Resource Information Systems (HRIS), Human Resources Development, Human Resources Policies, Issue Escalation, Organizational Development (OD), Personal Information Management, Service Excellence, Talent Management, Technical Credibility
