Snr. Specialist, J&J Learn GSC, NovoEd Super User

About Johnson & Johnson

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com/.

The Snr J&J Learn GSC NovoEd Super User is mainly responsible for executing customer requests, consulting with training organizations and learners throughout the enterprise and being a SME on their given technology of expertise. He/she analyzes and creates effective operational tasks to ensure requests are delivered in a timely maner. He/she generates reports and performs other learning-related activities. He/she is also responsible for managing end user and admin queries or requests via case management tool SFDC, SharePoint or other Helpdesk intake tools.

• An individual contributor with specialized technical and operational knowledge in learning technologies and operations, and who can apply specialized learning knowledge as he/she manages concerns, queries and requests via phone/chat/email/case management system/other support media.
• Provides support in deploying learning activities and creating learning environments by carefully gathering and analyzing explicit and implicit requirements prior to executing work tasks
• Executes operational tasks by partnering with training organizations and the JNJ learning community to create a world class learning environment
• Provides timely, complete, and accurate end-to-end learning support for given technology to all learning clients
• Operates, performs, completes, and prioritizes tasks with a risk management-oriented mindset and in accordance with defined/to-be defined Service Level Agreements (SLA’s)
• Investigates issues thoroughly, determines methods of prevention, mitigation, correction and resolution within acceptable timeframes and levels of quality, routing or escalating inquiries as appropriate and discussing and seeking advice from immediate supervisor when needed
• Provides consultative advice on how to best setup system to meet customer or training organizational needs
• Takes part in or conducts end user and cross team upskilling on given tool of expertise
• Takes part in documenting, validating and in recommending new or changes to existing learning system technology procedures
• Partners and aligns with his/her team lead in meeting team and individual goals
• Partners and aligns with his/her co-team members and thinks of impact to broader team always
• Independently plans, schedules and executes day-to-day work and objectives with minimal supervision, within the limits of established policies, guidelines and procedures, with most tasks delivered in the form of expected results and some impact on others within the job area.
• Contributes positively to a knowledge sharing environment by documenting and sharing all relevant work knowledge and experience to continuously build and update the knowledge database
• Reads, aligns and keeps self, informed of latest updates and cascaded information and seeks clarification with immediate supervisor when needed
• Observes utmost integrity and develops and maintains mutually trusted and respected relationships with customers, with supervisors and managers, with co-team members and when needed, with vendors, service providers and third parties
• Takes ownership of all assigned tasks, initiatives, and inquiries, makes sure they are resolved/ completed efficiently and accurately with a superior level of quality and shows openness and willingness to learn and to hear feedback and advice on areas for improvement and development
• Establishes and maintains a confidential and sensitive work environment, focusing on customer service by handling all customer requests and queries and dealings at work in a professional manner
• Participates in scheduled and ad hoc training to improve techniques and process acumen
• Performs other tasks or projects as may be deemed needed for the role or as may be assigned by immediate supervisor or by manager/s
• Providing technical and operational expertise for given technology to other members of Global Learning Administration team
• Acting as extra point of escalation for more demanding cases requiring intervention (to be determined by team leads)
• Directly working with end users in the business to support their further understanding and development of role capabilities and processes
• Partners with training organizations across the globe to identify need and provide consultative support either yourself, or working with other GLA’s
• Coordinate with other Snr. Specialists to review, update and maintain all process documentations
• Monitor # SME support activities as well as type of activity to identify trends in escalations
• Effectively coordinate with Technical Operations Manager, HR Ops team and HR Contact Centre teams in 1-2 regions to ensure all changes, knowledge and processes are aligned
• Delivery of more complex projects based on request by Global Learning Admin Snr. Manager
• Overview complete execution of Key User Engagement globally
• Create, maintain and monitor Key User Engagement program including annual calendar, budget tracking, standard email and invitation templates, standard reports, standard presentations, workshop preparation support for local GLA’s as well as measure effectiveness of program
• Present KUE program to higher management including up to D2 and VP level
• Testing of enhancements and updates to the LMS systems