Senior Analyst, Learning Operations

Role Description

The Learning Operations team is an established function within GHRO, responsible for handling the Learning Management System (LMS), supporting the creation and launch of learning interventions, and enabling virtual and instructor-led training. The team also handles reporting, user access, and permissions, working closely with the Capability CoE to deliver required and business-driven learning solutions.

To provide efficient and proactive learning operations support by handling collaborator queries, ensuring alignment to defined processes, and maintaining compliance standards. The role requires a solid grasp of learning operations tools and the ability to deliver high-quality support in a fast-paced environment.

Key Responsibilities / Accountabilities

• Ensure 100% resolution of SNOW tickets within 48 hours of assignment.
• Provide timely and effective support for collaborator queries and service requests.
• Collaborate with collaborators to resolve service issues and customer concerns.
• Handle extended worker access, course assignments, and learning records.
• Support SPOCs in handling user data, reporting, and completion tracking.
• Deliver a high-quality customer experience with a service-first approach.
• Ensure strict alignment to Global IM&S and PII compliance standards.
• Chip in to achieving team SLAs and KPIs through consistent performance.
• Support learning launches, reporting, and operational activities across platforms.

Qualifications

• 2+ years of experience in a multinational or service delivery environment.
• Minimum 12 months experience in LMS/LXP platforms.
• Experience in ticketing tools (e.g., ServiceNow) preferred.
• Ability to work independently and remotely without impacting delivery.

Requirements

• Intermediate skills in MS Excel and PowerPoint.
• Strong verbal and written communication skills in English.
• Ability to multitask and balance priorities optimally.
• Strong problem-solving and analytical skills.
• Attention to detail and ability to follow structured processes.
• Customer-focused approach with strong collaborative leadership skills.

Company Description