Job Description

Candidate Profile Details:

• Degree/Certifications Required: Bachelor's degree or related work in these areas
• Years of experience: 1-2 years
• Reason for request/why opened: Backfilling
• % Interaction with Stakeholders:
• Team Size: 5 team members (roll into a larger group of all the online learning portfolio for Client)
• Personality Style/Team Culture: Friendly group, help each other out a lot, very kind, inclusion is BIG (must respect everyone)
• Selling Points of Position: Great exposure to Client, will end up learning a lot of different things, will have the opportunity to work with different levels of employees

Best Vs Average Candidate:

• Willing to step up when there are challenges, eager and willing to learn new skills
• How will performance be measured: Number of issues resolved in a day (goal is about 20 cases per day), regular coaching sessions with David/team leads, accuracy, SLAs are shared by the team

Organization

• Client Enterprise Learning and Development (L&D) is responsible for the strategic direction and establishment of enterprise learning and development solutions.
• L&D builds capabilities for leaders and employees consistent with Client's talent strategy and priorities, supporting and enhancing the achievement of business objectives today and for the future.

Role Overview

• Reporting to the Team Manager, Global Escalations in L&D, the HR Business Analyst I will be responsible for triaging and resolving escalated L&D course and platform issues. The Analyst will support a variety of business programs, Program Project teams, HR Business Solutions and Learning Advisory teams, and colleagues across the bank.
• This role ensures the learner experience is managed through timely response/resolutions to learner inquiries enterprise-wide and through the monitoring of potential issues with online training and/or LMS learning solutions technology.

Duties

• L&D Issue Management:

o Respond and resolve learner escalated inquiries or issues through the ServiceNow tool within prescribed service level agreements to meet team goals
o Participate in the adherence of end-to-end Issue management processes which require multiple stakeholder engagement
o Support individual learners through providing clear options and next steps, troubleshooting and finding appropriate resolutions
o Assist in the monitoring and reporting of trends in training escalations
o Assist in the analysis of trends which emerge from reporting and participate in the development of recommendations to enhance/rectify/remediate
o Assist in the ongoing evaluation of HR data sources for accuracy, reasonability and appropriateness

• L&D Process Procedures:

o Collaborate with peers to implement updates to troubleshooting knowledge base articles
o Manage and deliver on all removal and exception requests with adherence to procedures and regulatory requirements
o Act as a subject matter expert in LMS and specifically on-line learning to support learners and L&D partners to make recommendations and resolve problems related to courses
Must have

• A minimum of two (2) years related experience in training environment with a strong understanding of Learning Management Systems and online training
• Excellent research investigative skills and attention to detail
• Strong problem-solving skills with a focus on learner experience while balancing regulatory and business needs
• Excellent business writing, interpersonal and presentation skills with an ability to engage and influence collaborative decisions for improving learner experiences
• Ability to manage multiple projects and conflicting priorities successfully
• Comfortable working both independently and collaboratively with various levels of individuals across teams
• Organized and results-driven
• Strong skills in MS Office (Word, Excel, Outlook)
• Experience working in a regulatory environment

Nice to have

• Knowledge of LMS and basic SharePoint
• Ticketing system

Job Details
13663
Contract
Toronto
Recruiter
Recruiter information not available.

Skills Required