J&J Learn GSC Learning Admin EMEA

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Job Description:

J&J Learn GSC Learning Admin is mainly responsible for executing customer requests consulting with training organizations and learners throughout the enterprise and being a SME on their given technology of expertise. He/she analyzes and creates effective operational tasks to ensure requests are delivered in a timely manner. He/she generates reports and performs other learning-related activities. He/she is also responsible for managing end user and admin queries or requests via case management tool SMT SharePoint or other Helpdesk intake tools The LAP requests and J&J Learn platform.

Major Duties/Responsibilities:

• An individual contributor with specialized technical and operational knowledge in learning technologies and operations and who can apply specialized learning knowledge as he/she manages concerns queries and requests via case management system.
• Provides support in deploying learning activities and creating learning environments by carefully gathering and analyzing explicit and implicit requirements prior to executing work tasks
• Execute operational tasks by partnering with training organizations and the JNJ learning community to create a world 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 mindset and in accordance with defined/to-be defined Service Level Agreements (SLAs)
• Investigates issues thoroughly determines methods of prevention mitigation correction and resolution within acceptable timeframes and levels of quality routing or escalating inquiries as appropriate and discussing and seeking advice from immediate supervisor when needed
• Provides consultative advice on how to best set up system to meet customer or training organizational needs
• Takes part in or conducts end user and cross team upskilling on given tool of expertise
• Takes part in documenting validating and in recommending new or changes to existing learning system technology procedures
• Partners and aligns with his/her team lead in meeting team and individual goals
• Partners and aligns with his/her co-team members and thinks of impact to broader team always
• Independently plans schedules and executes day-to-day work and objectives with minimal supervision 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 latest updates and cascaded information and seeks clarification with immediate supervisor when needed
• Observes utmost integrity and develops 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
• Participates in scheduled and ad hoc training to improve techniques and process acumen
• Performs other tasks or projects as may be deemed needed for the role or as may be assigned by immediate supervisor or by manager/s

Required Knowledge Skills and Abilities:

• Required Years of Related Experience: 2 years total experience
• Languages: English (oral and written) additional language (Dutch Spanish French) as a great benefit
• Functional knowledge of learning and other HR or talent-related technologies
• Minimum 1 year experience using Service Center/ Helpdesk technologies case management knowledge management document management or other customer service software applications
• Attention to detail and good analytical problem solving and decision-making skills
• Uncompromising commitment to client and customer satisfaction
• Effective partnership and relationship building skills with immediate supervisor managers co-team members and key stakeholders
• Identifies opportunities risks issues assesses implications and formulates recommendations in consultation or partnership with immediate supervisor co-team members clients and stakeholders
• Demonstrated understanding of how work and local activities integrate with global and broader HR functional work and HR standards
• Results-oriented motivated positive-minded and with collaborative interpersonal skills needed to build a cohesive team
• Ability to take directions quickly and on-demand
• Ability to work effectively in a fast-paced environment handle multiple tasks/projects at the same time together with daily planned and unplanned operational activities
• Strong written and verbal communication skills
• Can be trusted to maintain confidential information
• Understands short-term and long-term implications of decisions and actions
• Basic understanding of business financial and organizational factors in relation to HR activities
• Delivers exceptional service through tools and processes
• Experience in identifying and suggesting areas for development and partnering to support continuous improvement efforts

Required Skills:

Preferred Skills: