J&J Learn GSC Learning Admin EMEA

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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

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Job Description:

J&J Learn GSC Learning Admin is mainly responsible for carrying out customer requests, collaborating with training organizations and learners throughout the enterprise and being a SME on their given technology of expertise. They analyze and create effective operational tasks to ensure requests are delivered in a timely manner. They generate reports and perform other learning-related activities. They are also responsible for handling end user and admin queries or requests via case management tool Service Now, SharePoint or other Helpdesk intake tools.

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

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