Level 2 & 3 Technical Support
Analyze and resolve complex incidents escalated from Level 1.
Handle high-priority or specialized issues involving external vendors and development teams.
Ensure continuous service availability through effective incident management.
Knowledge Management
Document solutions and best practices in the internal knowledge base.
Track incidents, resolutions, and apply lessons learned to improve future response.
Training & Enablement
Deliver tailored training sessions for back-office users.
Adapt content based on user roles and application functionality to enhance adoption.
Coordination with Global Teams
Supervise and assist Level 1 support teams (e.g., GBS India).
Handle escalations effectively and maintain clear communication across support levels.
Corrective Maintenance Projects
Lead assigned maintenance initiatives for learning applications.
Coordinate actions with technical and functional teams, track progress, and report outcomes.
Support a Specific Academy
Act as the primary contact for your assigned Academy.
Understand user-specific needs and tailor support accordingly.
Identify areas for improvement in tools and processes and propose enhancements.

In-depth knowledge of learning applications and related technologies (LMS / TMS at minimum)
Experience in ITIL-based Level 2 and Level 3 support.
Familiarity with incident and change management tools and processes.
Initial experience with interface technologies (flat files, APIs, etc.).
Proven experience managing corrective maintenance projects.
Ability to coordinate remote teams, particularly offshore support (e.g., GBS India).
Skilled at delivering technical training to non-technical users.
Excellent communication skills—both written and verbal—for cross-functional collaboration.
Comfortable working in an English-speaking environment.
Proactive: anticipates issues and takes initiative to resolve them.
Analytical: strong ability to assess complex situations and find efficient solutions.
Rigorous: detail-oriented with a strong commitment to process adherence.
Adaptable: comfortable managing shifting priorities in a dynamic environment.
Team player: collaborates effectively with stakeholders across the organization.
User-focused: committed to enhancing user satisfaction and experience.

Group Human Resources Information Systems Specialist

Key skills