Learning Platform-GTO-Analyst-Service Delivery

About the Role

At Global Talent Operations, the Platform Management team is the business owner for all learning platforms including Saba Cloud, Cura, DVC (Centra), and MTM. The team provides Level 2 support to professionals globally, managing releases and change management for these platforms.

Work You’ll Do

As an Analyst, you will:

• Support functional and operational activities for all learning applications owned by GTO.
• Drive support tickets to resolution while adhering to SLA and quality standards.
• Educate and build awareness among clients on new functionalities in Saba Cloud and Cura.
• Participate in upgrades and projects for Saba Cloud Learning Management System, Cura, and other learning technologies by developing solution/business analysis documents.
• Validate and provide demos for identified project solutions.
• Develop Test Specifications, traceability matrices, and test scripts.
• Manage defects and address them within stipulated timelines.
• Collaborate with team members and cross-functional teams globally.
• Identify and document new processes related to the quality function.
• Contribute to the improvement of existing processes.
• Perform User Acceptance Testing (UAT) for new features, updates, and changes.
• Be involved in projects for new implementations and upgrades of learning applications.
• Act as a subject matter expert for learning platform management processes and activities.
• Provide administration support for learning applications.

The Team

The team is dedicated to delivering innovative learning systems and solutions, and providing global user support for learning platforms. The team culture is collaborative, encourages initiative, and promotes on-the-job learning opportunities.

Qualifications

Required

• Knowledge of Learning Management Systems and Curation platforms, preferably LMS such as Saba Cloud, Sum Total, Cornerstone OnDemand, EdCast, Degreed.
• Strong written and verbal communication skills.
• Excellent customer service skills; ability to interact with global customers.
• Outstanding analytical and troubleshooting abilities.
• Advanced computer skills in Microsoft Office suite.
• Detail-oriented with a focus on following procedures and documentation.
• Highly organized and customer-focused.
• Strong problem-solving skills.
• Strong interpersonal skills and ability to interact well with multiple departments globally.
• Experience with help desk operations and system support procedures is a plus.
• Ability to prioritize time and work on multiple tasks with deadlines.

Preferred

• Previous experience of 2-4 years.
• Foundational knowledge of project management or release management.
• Experience in performing User Acceptance Testing (UAT).