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: Bachelors Degree
2. Previous work experience: xc2xb7 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