Senior J&J Learn GSC Super User

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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Position overview:

The Global Learning Administration Senior Specialist provides advanced operational and technical support for enterprise learning technologies. As a subject-matter expert and escalation point, the role translates business needs into scalable solutions, supports Digital Product Owners with operational insights and product governance, ensures accurate and timely service delivery, and uses data and root-cause analysis to simplify processes, strengthen controls, and improve the customer experience.

Kew Responsibilities:

Learning Technology and Operations

• Serve as a subject-matter expert for assigned learning technologies, providing advanced technical, operational, and consultative support to learners, administrators, training organizations, and Global Learning Administration teams.

• Analyze business requirements and downstream impacts, recommend scalable system or process solutions, and lead resolution of complex or high-impact escalations.

• Support Digital Product Owners by translating operational needs, case trends, and customer feedback into clear requirements and priorities; contribute to product roadmaps, solution design, testing, release readiness, adoption, and post-launch stabilization.

• Support learning deployments, system administration, reporting, and capability building through consultation, coaching, and knowledge sharing.

Continuous Improvement and Operational Excellence

• Own improvement activities for assigned processes—from defining problems and baselines through root-cause analysis, implementation, measurement, and sustainment.

• Use operational data, case trends, quality findings, and customer feedback to identify recurring issues and opportunities to simplify, standardize, automate, or eliminate work.

• Conduct periodic end-to-end reviews of assigned processes and documentation to validate business need, identify duplication and inefficiencies, streamline workflows, and ensure procedures, controls, and knowledge content remain accurate and current.

• Develop recommendations and business cases that define customer value, operational impact, risks, resource needs, expected benefits, and success measures.

• Partner with Digital Product Owners, Operations, Digital, Technical Operations, and training organizations to reduce handoffs, strengthen controls, and implement scalable global solutions.

• Track performance and realized benefits—including quality, efficiency, turnaround time, adoption, and customer experience—and translate improvements into updated procedures, knowledge content, controls, and training.

Quality, Readiness, and Collaboration

• Perform process reviews, identify error and risk trends, and drive preventive and corrective actions.

• Maintain accurate, standardized process documentation and knowledge content aligned with system, policy, and operational changes.
• Build trusted cross-functional partnerships, communicate issues and recommendations clearly, and independently manage priorities, projects, risks, and deliverables.

• Demonstrate sound judgment, accountability, confidentiality, and a consistent commitment to customer service and continuous learning.

Qualifications:

• Experience supporting enterprise learning technologies and operations; Cornerstone OnDemand or comparable platform experience preferred.

• Demonstrated success using operational data and continuous-improvement methods—including process mapping and root-cause analysis—to deliver measurable gains in quality, efficiency, service, customer experience, or risk reduction.

• Ability to assess business requirements and downstream impacts, define success measures, implement practical solutions, and sustain intended benefits; Lean or Six Sigma experience preferred.

• Experience with process documentation, knowledge management, system testing, change implementation, and user adoption.

• Strong analytical, problem-solving, decision-making, communication, and organizational skills, with the ability to explain complex issues to technical and nontechnical stakeholders.

• Ability to build effective cross-functional partnerships, manage multiple priorities with minimal direction, and operate successfully in a fast-paced global environment.

• Strong commitment to customer service, quality, integrity, confidentiality, and continuous learning.

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