Reporting Line
- Senior LMS Engagement Manager
Primary Responsibilities
- Works with the global training team and business IT team in rolling out global training products across the affiliates
- Assists with the ad-hoc projects from the business IT team
- Collaborates with other teams including external vendors to ensure quick resolution of the user problems
- Provides end to end solution for cases raised by the affiliates
- Provides knowledge and expertise (Subject Matter Expert) about the process and functionality of the business application.
- Trains and gives support to end users of the business application
- Conducts incident evaluation, replication of issue, gather essential information and include checking and trouble-shooting steps when escalating to other teams.
- Prepares weekly and/or monthly reports to Management and/or Stakeholders on summary of application activities, highlights and statistics
Specific Responsibilities
- Performs the tasks in rolling out global training product in the business application
- Recommends solutions in implementing training products and ad-hoc projects
- Review of ticket life cycle, follow up to end-users or technical team whenever necessary
- Monitoring and tracking of cases for appropriate escalation and follow-up and update end-users
- Keep track of known solutions, establish and develop application knowledge database and use findings to reply to end-users
- Keep track of business operations documentations to ensure clear identification of business issues
- Provides assistance to team member’s questions and problems, and reviews team member’s work for quality and guideline compliance
- Documents resolutions, create work instructions and identify feature improvement on the application or on the process to improve customer satisfaction
- Participates on business application’s meetings and trainings
