Job description
Our global footwear and apparel client is hiring Global Learning Support & Content Specialist on a 12 month contract that is likely to extend and could lead to fulltime opportunities. This role is remote for now but may go onsite once it's safe. This position is eligible for benefits and sick time.
As a Global Learning Support & Content Specialist, you’ll play a vital role in supporting internal employees for content-related inquiries, as well as maintaining/troubleshooting learning content supporting employee and business objectives (educational resources, program information, policies, and processes).
You’ll partner with business stakeholders and HR experts to:
• Manage the ‘Tier 2’ ServiceNOW support ticket queue for content operations inquiries – providing excellent customer service and ensuring tickets are completed within their SLA
• Support system troubleshooting and content related inquiries
• Report, track and manage excursions for issues directly impacting employees, including root cause analysis and business process improvement
• Upskill Tier 1 support teams to address common issues/ questions
• Assist with content updates posted to the content collection as needed
QUALIFICATIONS
• Bachelor’s degree in Marketing English, Journalism, Communications, or related fields
• Customer service oriented
• Deadline driven with an ability to manage competing priorities
• Highly detail-oriented
• High level of comfort engaging with stakeholders at all levels
• Familiarity with ticketing support systems, ServiceNOW preferred
• Proficiency with Microsoft Office and SharePoint
• Familiarity with Captivate, SCORM, and course authoring
• Experience working with global teams/audiences preferred
• Content creation and editing preferred
• 2 years of web CMS experience preferred
• Experience with managing and publishing information for corporate intranets preferred
• Knowledge of Learning Experience Platforms and Learning Management Systems preferred
• Understanding of website analytics preferred RESPONSIBILITIES Tasks may include but are not limited to:
• Support system troubleshooting and content related inquiries
• Identify, report, track and manage excursions for issues directly impacting employees, including root cause analysis and business process improvement
• Upskill front line (‘Tier 1’) support teams to address common issues/ questions – includes updating ‘knowledge base’ and process documentation
• Provide leadership in improving & optimizing ticket management processes for Talent Management and L&D Operations
• Publish and edit/QA content for multiple audiences, countries, and platforms
• Distill complex information into easily understood, engaging and accurate content
• Manage and prioritize content requests to ensure accurate and timely publication
• Participate in content audits for accuracy and relevance
• Maintain strong relationships with HR and other business stakeholders
