Learning Support Associate 1 1

17 hours ago

Hyderabad, India DSM Full time

DSM - Bright Science. Brighter Living.

**Purpose of the position**
- To deliver solutions for customer issues that cannot be solved by Tier 0 line support by providing expertise in a SuccessFactors learning area.
- To provide expertise to increase efficiency and improve quality by standardizing, optimizing and automating GP&O processes, using knowledge to deliver value to DSM.

**Key areas of accountability/responsibility**
- Provide operational support in learning area of expertise in response to customer requests by handling Tier 1 tickets.
- Ensure that the required level of expertise in the specific area is maintained.
- Ensure that the global standard processes, tools and documentation are maintained and adhered to.

**Ticket handling**
- Work on solving learning tickets assigned to Tier 1 team with right quality
- Work on learning report requests
- All the tickets and activities are to completed in agreed SLA (Service Level Agreement) and help in improving the SLA’s of team.
- Perform Incidents/workorders with great impact and resolve them with high priority and accuracy

**Problem management (Investigating and Mitigation)**
- Review recurring incidents and propose improvement to tier 2, TS Service line manager and GSC manager
- Create and update QRC’s and Q&A for Tier 0 and Tier 1
- Create and update training material WI’s for Tier 1

**Project management activities**
- Work on UAT’s in coordination with Tier 2
- Create training material
- Test and implement release of new learning in coordination with e-learning specialist

**Security / Privacy**

He/she observes the Security / Privacy regulations, takes care to be aware, trained and completed formal registration (e.g. Non-Disclosure Agreement) and fulfils a warning function when regulations are not met or when an insecure situation occurs.

**Knowledge level, educational level and skill requirements**
- Bachelor degree or similar experience/working level
- System knowledge level of Talent Suite
- Fluent in English, both in writing and verbally;
- Experience in working in global and virtual teams
- Affinity with working on technology and hands on in use of excel and power point.
- Excellent communication skills, can engage with all levels in the organization (also cross functions);
- Ability to manage multiple priorities.

Royal DSM is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law.

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