Job Description

The Team

The KL Business Service Organization (KL BSO) is leading the way in providing support to our organization in Asia Pacific and Globally. The KL BSO is growing rapidly, and our Learning & Development team is looking to expand. The team focuses on supporting Learning Management System (LMS), Regional Leadership Programs as well as Program coordination. Through the team's support, all the business needs for learning and development is fulfilled and it helps professionals to work effectively with clients leveraging best-in-class tools to deliver meaningful outcomes. Some of these Applications include: CSOD, Articulate, Sharepoint, MS Office 365 & ServiceNow.

Key responsibilities

• Case Management Administer the Talent Coach ServiceNow for all regions in scope.

• Regions include APAC, Americas, and EMEA. Administration includes case management by performing 2nd level troubleshooting of the issue / request raised by BSO TLD team members before routing to the Global Platform team (within 24 hours of assignment)
• Case management scope includes Learning, Performance and Succession and Career Planning
• Ensure all cases assigned are attended to by the case owners within the agreed SLA
• Provide guidance to team members (and others) on dealing with queries related to LMS
• Ensure all cases are managed in compliance with Standard Operation Procedure (SOP)
• Produce weekly/monthly issues snapshot and monthly / quarterly issue trend analysis to team for awareness
• Learning

• Manage Regional Talent Coach requests by providing support to team members in handling stakeholders' needs and requests.
• Support Learning Admin with cases that require 2nd level of troubleshooting or escalation whenever needed
• Upload and test SCORM courses and other materials in the Stage environment - provide feedback / coaching to content designers to resolve issues
• Load tested and final version SCORM courses and other materials to Production (supplementing Regional / local resources in peak periods)
• Based on approved TNA and requirement documentation; develop training curricular or program in LMS that meets stakeholders' requirement
• Supporting peak period learning activities - ie Global compliance, local initiatives
• Performance (Goals, Review, Feedback, Competencies, Development Plan)

• Manage regional and global issues and requests related to performance management module of Cornerstone
• Manage regional and global issues and requests related to Feedback, Conversations, Competencies, and Development functions in Cornerstone
• Succession (Universal Profile, Snapshot, Talent Mapping, Succession, Engage )

• Support Performance Admin with cases or enquiries that require 2nd level troubleshooting or escalation.
• Support administration and reporting associated with Succession module in Cornerstone, as needed
• Career Planning

• Support Performance Admin with cases or enquiries from regional and global issues and requests related to Career Planning module that fall within our scope of services.
• Program Coordination

• Provide high level support for Global, Regional, and country program coordination by providing consultation and executing critical program tasks as agreed with program owner
• Drive and coordinate delivery of strategic learning programs and initiatives based on Global, Regional and country TLD Learning Universal Standards
• To coordinate program to-do tasks among team members ensuring program deadline are met.
• To provide timely update to the program owner on communication plan update, tasks execution and ad hoc tasks
• Content Development

• Support content developer at every level of a project.
• To oversee project timelines by ensuring they are met and to support content developer meeting the project timelines
• Drive content development initiatives to business owners and project owners by providing consultation and optimizing the technology available.
• Provide timely updates to BSO TLD Director on project progress
• Build and maintain governance on content development ensuring all projects meet SLA.

• Degree in Human Resources or related discipline.
• 3 - 4 years' experience in an HR administrative or systems support role in a medium to large size organisation preferred.
• Intermediate to Advance skills in e-learning development tool such as Articulate Storyline and well verse in ADDIE module.
• Prior training or learning management/HR systems experience preferred - Ideally Cornerstone on Demand.
• Excellent customer service and communication skills, with the ability to respond to common inquiries in a timely manner.