NHS Human Services, Inc.

J&J Learn GSC, Learning Admin Helpdesk NA - 2406198720W

Description

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com/.

The Global Learning Administration Specialist I plays a crucial role in fulfilling customer requests while working closely with training organizations and learners across the entire enterprise. As subject matter experts in the Summit LMS, they analyze and develop efficient operational tasks to ensure timely delivery of requests. Additionally, they generate reports and engage in various learning-related activities. This role also entails addressing end user and admin queries or requests through case management tools such as SFDC, SharePoint, or other Helpdesk intake tools. The utmost integrity, partnership, and dedication to providing best-in-class customer service are expected from this position.

Key Responsibilities:

• Handle concerns, queries, and requests via the case management system with promptness, professionalism, and exceptional attention to detail, ensuring efficient and effective resolution of learner and administrator issues.

• Operates, performs, completes, and prioritizes tasks with a proactive risk management mentality, meticulously adhering to defined or to-be-defined Service Level Agreements (SLAs) to ensure optimal service delivery.

• 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 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

• 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.always

• 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

• 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 competence

• 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

Qualifications

Education:

• University/Bachelor’s Degree Graduate

Experience and Skills:

Required:

• Previous Learning Administration experience is strongly preferred

• Knowledge of Cornerstone-on-Demand or other LMS system

• 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

• Advanced level of written and verbal communication skills

Preferred:

• More than two (2) years of work experience in the area of administration

• 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

Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Primary Location Asia Pacific-Philippines-National Capital-Manila

Organization Johnson & Johnson International (Singapore) Pte. Ltd. - ROHQ

Job Function HR Operations

Req ID: 2406198720W