Specialist - Learning

Main responsibilities:

• Manage and resolve queries from employees about Sanofi e-learning applications using the procedures provided and articles in the knowledge base. Conduct in-depth investigations on user cases and articulate the findings in a concise manner
• Work in the case management tool to report each case and progress on the resolution (ServiceNow). Provide customer service to end-users and e-learning admins in writing. Support the creation and maintenance of knowledge articles based on the process content provided

• Survey user satisfaction with the LMS application and its user support. Records and analyzes information in order to contribute to service improvement. Effectively handle incoming tickets from employees regarding e-learning applications. Effectively operate in all supporting technology applications required of the role. Analyze and resolve common and rare inquiries using step-by-step instructions and/or subject matter expert knowledge
• Meet the desired incident management KPIs. Deliver high-quality standard service to internal employees. Continuously seek out ways to improve user satisfaction. Demonstrate knowledge of Global Learning Services processes and procedures provided. Support the incident management process by contributing to knowledge articles based on the content provided in English and Local language. Identify process improvement opportunities through elimination of redundant activities
• Prepare reporting on KPIs and other metrics. Crosstrain support teams and new-joiners for Learning processes. Mitigate major issue resolution plan with all affected Learning groups. Proactively participation in upcoming Transitions, process changes. Actively looking for ways of Process Improvement.

About you:

• Experience: 3 years of professional experience is a requirement Technical. A bachelors degree is a requirement.
• Soft skills: Ability to interact with internal and external clients in a professional manner. Team player, able to collaborate transversally with SBS and Digital teams. Able to understand and manage cases end-to-end. Proactive and problem-solving mindset. Attentive to customer needs and feedback.
• Team player, able to collaborate transversally with SBS and Digital teams. Able to understand and manage cases end-to-end. Proactive and problem-solving mindset. Attentive to customer needs and feedback.
• Technical skills: MS Office knowledge. Experience in incident management tools. ServiceNow expertise is an advantage. LMS experience is preferred. Strong customer service focus. Customer service experience. Good communication skills (both verbal and written). E-learning application knowledge is an advantage. MS Office knowledge Experience in incident management tools. ServiceNow expertise is an advantage LMS experience is preferred Interpersonal. Ability to interact with internal and external clients in a professional manner
• Languages: Fluent in English.