Sr. HR Learning & Operations Specialist

* Partner with Talent Development partners and represent HR Technology in the Policy, Training, and Facilitation group to capture the annual schedules across manager curriculum, leadership programs, Skills for Excellence, and required trainings.
* Administratively support all Learning Management System content by generating rosters, updating attendance post-session, providing user support, and update offering details as needed. For Talent Development led programs this includes booking rooms, managing waitlists, arranging printed materials, coordinate with local contacts, and serve as the producer for Teams learning sessions by creating breakout rooms and providing technical support.
* Monitor course enrollments for central Talent Development led programs and provide timely updates to Talent Development Partners per the schedule set for each course. Monitor and validate enrollments for The Institutes related courses.
* Engage with all Learning Management system customers throughout the content intake process to fulfill learning requests and support attendance management needs.
* Collaborate with the Talent Development partners to update schedules, content, links, and resources on the SharePoint intranet (i.e. Learning Hub).
* Collaborate with Talent Development partners to create, send, analyze responses, create executive summaries and more detailed analysis. Partner with the HR Technology & Operations Manager to produce annual LMS engagement reporting and Compliance completions.
* Monitor the primary learning mailbox and Service portal queue. Respond to all US/Bermuda learning queries including tuition reimbursement. Provide technical support and troubleshooting to all enterprise LMS users.
* Provide exceptional customer experience throughout the LMS workflow, including in-take, course/curriculum management, roster and reporting updates. Identify opportunities to extend LMS access based on customer's training needs, role, and responsibilities. Coordinate attendance management activities including Instructor/Assessor training and attendance follow up. Advise system setups that address customer needs and assess SLA delivery against setup requirements. Maintain and improve in-take process to be intuitive, thorough, and easy to use.
* Cross-coordination of Service Now and HR technology system tasks, ticket management, incident triage. Provide high quality customer service to ensure needs are met across routine HR system incidents and requests. Escalate to functional and technical staff for resolutions, as needed. Support the maintenance of the tickets handling map and resources for users.
* Minimum 2yrs of customer service or user support experience
* Minimum 1-2yrs of HR systems or LMS administration
* Proven ability to visualize, maintain, and support an enterprise learning calendar that spans multiple audiences, delivery formats, and owners. Proven ability to balance competing priorities and business timeliness.
* Proven customer experience mindset. Ability to clarify needs, recommend approach, manage expectations, provide consistent updates with clarity. Proven communication and presentation skills in a group or team setting.
* Proven attention to details and accuracy. Ability to follow through on all tasks and projects independently, ability to manage multiple priorities, and cross functional tasks.
* Ability to identify inefficiencies and propose streamlined workflows. Good understanding of user-centric approaches to improve employee experience.
* Collaborative team member, projects participant, and schedule coordinator.
* Exercises sound judgement, actively practices and advises on confidentiality; actively advocates for and educates end users on data accuracy and integrity.
* Proven Microsoft Teams skills. Ability to facilitate Teams meeting production including breakout rooms, meeting options, roles, troubleshooting, screen sharing, recordings, captions, chat moderation, and participant controls. Comfortable with hybrid learning.
* Proficient in Microsoft SharePoint. Familiar with basic SharePoint architecture, navigation, version control, content freshness, and preventing broken links. Basic skills…