Sr Learning Management System Administrator

Job description

Job Description

WHY WORK WITH US?

With a shared mission to discover new ways to improve and extend people’s lives, our team of 120,000 global employees and our diverse portfolio of innovative medicines, eye care devices and cost-saving pharmaceuticals, we are addressing some of society’s most challenging healthcare issues. With our legacy deeply rooted in our Swiss heritage and with our eye on the future, our industry leading pipeline, together with our continued investment in R&D and our high performing, diverse and passionate employees, we aim to be a trusted leader in changing the practice of medicine.

We are Novartis, and we are reimagining medicine.

As a global healthcare leader, we have one of the most exciting product pipelines in the industry today brought to life by diverse, talented, performance-driven people. This makes us one of the most rewarding employers in our field.

Recently established in Mexico, the Novartis Global Service Centre delivers a broad variety of services including scientific and commercial services (known as Product Lifecycle Services), Financial Reporting and Accounting Operations, IT, HR Operations and Procurement to the Novartis divisions and organizations worldwide.

We’re growing rapidly and are looking for passionate, experienced high-calibre candidates to join our international team.

The NGSC Mexico is located in the biggest city in the country. The site is located 15 minutes away from Coyoacan, one of the oldest neighborhoods in Mexico, dating back to the XVI century, which has evolved into a cultural spot that gathers Mexican traditional and gourmet cuisine, arts and crafts, and history.

You will experience a mix of diverse people who have different interests and backgrounds.

POSITION PURPOSE:
Conduct operational LMS platform tasks and perform 2nd level help desk diagnosis and troubleshooting support to end users. Working under minimal supervision, utilize a help desk ticket system in addition to receiving email inquiries in order to provide support in accordance with established policies and processes. Also escalate complex incidents to IT 3rd level and Vendor support personnel as required

MAJOR ACCOUNTABILITIES:

• Provide technical assistance & support for incoming queries and issues related to the Cornerstone platform migration/operation.

• Follow established SOPs to setup/deploy training modules for Web Based Training, Instructor Lead Training, and Virtual training events

• Provide Tier 2 help desk support for issues escalated from the Tier 1 help desk

• Monitor service desk for tickets assigned to the queue and process first- in first- out based on priority

• Provide catalog management services Respond to email messages for customers seeking help

• Properly escalate unresolved queries to the next level of support

• Track, route and redirect problems to correct resources

• Utilize excellent customer service skills and exceed customers’ expectations

• Ensure proper recording, documentation and closure

• Recommended procedure modifications or improvements

• Run reports to determine malfunctions that continue to occur.

• Update documentation and Knowledge Articles as required Testing training content on Windows/Apple devices

Desired profile

Minimum requirements

• University/technical degree

• Proficiency in English (written and spoken)

• Help Desk Experience – 2 years minimum working experience in providing 2nd level help desk support

• Learning Experience – 3 years minimum

• LMS Administration (Cornerstone experience preferred but not required)

• Strong client-facing customer service orientation and communication skills

• Working knowledge of help desk ticket software and remote control software

• Advanced troubleshooting and multi-tasking skills

• Experience with testing training content on Windows and Apple devices

• Pharma experience is a benefit but not required