L&D LMS Workday- Analyst (Workday Tools Exp)--

JD-

10 LPA

L&D Workday- Analyst

EXPECTED END RESULTS MAJOR ACTIVITIES

LMS administration • Syncing available Learning & Development calendar with LMS platform to ensure employees have access to full information on sessions and managing back-end operations for collection of relevant documents to update of sessions and information to participants.

• Accurately fulfil Engage ticket requirements in line with existing L&D governance guidelines and defined processes

• Proactively administer and manage a range of adhoc CSOD maintenance & projects as required, NB the LMS system will transition to Workday LMS in November

• Monitor and maintain high quality data accuracy with CSOD & Workday LMS

• Proactively identify and recommend process improvements to support data quality and customer experience

Customer management • Understand the requirements with stakeholders for any update or changes to the ticket required.

• Maintain regular connects with stakeholders to ensure that all the requests are addressed accurately in a timely manner.

• Ensure that a scheduled connect is in place with the reporting team to gather requirements and expectations from Manager and support until closure.

• Establish an effective working relationship with support groups (COEs & L&D Business Partners) and Team for collaborative service delivery.

Reporting and Metrics Management • Prepare reports and associated tracking metrics in line with L&D process & governance

• Preparation of Ad Hoc L&D scorecard reports on training KPIs to share with relevant stakeholders.

• Identify and recommend process improvements to reporting and tracking activity

Quality • Identify and recommend improvements /developments in systems and procedures to raise standards of delivery and results in cost and time savings, productivity improvement, elimination of Non value added processes and increased customer satisfaction.

• Ensure all the requests are routed only via the defined communication channel thereby maximize the tool Utilization.

• SLA - Volumes/Requests are to be processed within the defined SLA based on the criticality of the request (100% compliant) Requestors are to be notified on the progress of the request until closure.

• Customer satisfaction score and Net promoter score to be consistently maintained per the defined targets.

DIMENSIONS

• Ensure the process is meeting or exceeding all contractual SLA’s.

• Develop a very good working relationship with key stakeholders in the customer organization.

• Handle internal and external escalations.

• The capability to plan and schedule work in line with changing priorities.

• Provide operational day to day support.

• Develop understanding of the end to end processes and apply these in a consistent manner.

• Strong administrative and organisation skills.

• Proficiency in the use of MS Office – Excel, Word and Outlook, HRMS tools like Workday, Workday LMS & Cornerstone and any ticketing tool.

• Ability to work with high volume workload and tight deadlines.

• Customer focused with a ‘can do’ attitude.

• Good Communication skills.

• A strong sense of attention to detail and analytics with a focus on service delivery.