Specialist, Learning Management Support

4 weeks ago

Hyderabad, India Bristol Myers Squibb Full time

Description

WWPS is responsible for ensuring the safety of our medicines: pharmacovigilance and pharmaco-epidemiology deliverables including single case and aggregate safety monitoring, safety reporting, contribution to benefit-risk assessment, risk management planning and strategy, execution of certain post-marketing commitments and ensuring compliance with global regulatory requirements.

PV PELS mission is to develop and implement effective learning strategies and set process standards for the global WWPS organization which enables the delivery of innovative pharmacovigilance and risk management initiatives that help patients prevail over serious diseases.

Position Summary / Objective

The Learning Management Support Specialist will play a vital role in the PV PELS team, providing comprehensive support to the PV Learning Strategy Leads. The primary objective is to ensure the seamless operation of the Learning Strategy team by efficiently triaging team tickets, monitoring the team mailbox, and addressing user inquiries. Additionally, this role will take a lead role in supporting the onboarding process for new starters within WWPS. The Learning Management Support Specialist aims to enhance the learning experience for WWPS by facilitating effective communication, troubleshooting technical issues, and contributing to the overall efficiency of the learning support ecosystem.

Position Responsibilities

PV PELS Ticket Triage: Efficiently triage team tickets related to learning, resolving issues, or escalating them to the appropriate learning strategy lead promptly. Team Mailbox Management: Monitor and respond to inquiries in the PV PELS mailbox, providing timely and accurate information and escalating to the appropriate learning strategy lead. User Support: Assist WWPS with learning solutions related inquiries, troubleshoot technical issues, and provide guidance on system functionalities. Communication Liaison: Act as a liaison between PV PELS, Business Capabilities and Excellence (BCE) and WWPS, facilitating effective communication and issue resolution. Documentation: Support the creation and maintain the WWPS Learning Strategy Playbook, including documentation for common learning related issues, solutions, and best practices to aid in efficient problem resolution. Onboarding Support: Take a lead role in supporting the onboarding process for new starters, including maintenance of the digital onboarding platform. Collaboration: Collaborate with team members to identify recurring issues, share insights, and contribute to continuous improvement initiatives. Reporting: Generate reports on common user issues, ticket resolution times, and other relevant metrics to inform process improvements. Training Assistance: Assist in the coordination of training sessions for WWPS, including lunch and learns and development day sessions.

Disclaimer: The responsibilities listed above are only a summary and other responsibilities will be requirements as assigned. This position offers a unique opportunity to contribute to the efficiency and effectiveness of pharmacovigilance training programs by providing essential support to the Learning Strategy leads and taking a lead role in the onboarding of new starters. The Learning Management Support Specialist will play a key role in ensuring the efficient operation of the Learning Strategy team and fostering a positive learning experience for WWPS.

Degree Requirements

Bachelor's degree in education, business administration, science, or a related discipline. Relevant certifications in Learning administration support or equivalent experience are advantageous.

Experience Requirements

 Minimum of 1-2 years of experience in LMS support or a similar role. Experience in providing technical support and troubleshooting for LMS-related issues. Knowledge of help desk ticketing systems and customer support processes. Previous experience in collaborating with cross-functional teams.

Key Competency Requirements

Customer Service Orientation: Strong commitment to providing excellent customer service to WWPS and the Learning Strategy leads, ensuring their needs are met promptly and professionally. Problem Solving: Proven ability to troubleshoot and resolve learning administration related issues efficiently, utilizing critical thinking and analytical skills. Communication Skills: Clear and effective communication, both written and verbal, to address user inquiries and collaborate with internal and external teams. Organizational Skills: Excellent organizational skills to manage team tickets, monitor the mailbox, and maintain documentation efficiently. Team Collaboration: Ability to work collaboratively with team members and WWPS to ensure effective communication and issue resolution. Adaptability: Flexibility to adapt to evolving learning technologies, industry trends, and team needs. Continuous Learning: Willingness to stay informed about new learning technologies, ensuring a proactive approach to ongoing professional development.

Travel Required

N/A

Describe Exposure to Any Hazards/Disagreeable Conditions in the Work Environment

N/A



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