Analyst HR Operations

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Job Function:

Human Resources

Job Sub Function:

HR Operations

Job Category:

Professional

All Job Posting Locations:

Prague, Czechia

Job Description:

Location: Prague Czech Republic

Contract: Full Time, Hybrid

J&J Learn GSC Learning Admin is mainly responsible for executing customer requests, consulting with training organizations and learners throughout the enterprise and being a SME on their given technology of expertise. He/she analyzes and creates effective operational tasks to ensure requests are delivered in a timely manner. He/she generates reports and performs other learning-related activities. He/she is also responsible for handling end user and admin queries or requests via case management tool SFDC, SMT SharePoint or other.

Major Duties/Responsibilities:

• An individual contributor with specialized technical and operational knowledge in learning technologies and operations, and who can apply specialized learning knowledge as he/she handles concerns, queries, and requests via case management system.
• Provides support in deploying learning activities and creating learning environments by carefully capturing and analyzing explicit and implicit requirements prior to executing work tasks
• Executes operational tasks by partnering with training organizations and the JNJ learning community to create a special learning environment
• Provides timely, complete, and accurate end-to-end learning support for given technology to all learning clients
• Operates, performs, completes, and prioritizes tasks with a risk management-oriented mindset and in accordance with defined/to-be defined Service Level Agreements (SLA's)
• Investigates issues thoroughly, settles methods of prevention, mitigation, correction and resolution within acceptable timeframes and levels of quality, routing or escalating inquiries as appropriate and discussing and seeking advice from immediate supervisor when needed
• Provides consultative advice on how to best setup system to meet customer or training organizational needs
• Takes part in or conducts end user and cross team upskilling on given tool of expertise
• Takes part in documenting, validating and in recommending new or changes to existing learning system technology procedures
• Partners and aligns with his/her team lead in meeting team and individual goals
• Partners and aligns with his/her co-team members and thinks of impact to broader team always
• Independently plans, schedules, and executes day-to-day work and objectives with minimal supervision, within the limits of established policies, guidelines and procedures, with most tasks delivered in the form of expected results and some impact on others within the job area.
• Contributes positively to a knowledge sharing environment by documenting and sharing all relevant work knowledge and experience to continuously build and update the knowledge database
• Reads, aligns and keeps self, informed of latest updates and cascaded information and seeks clarification with immediate supervisor when needed
• Observes utmost integrity and develops and maintains mutually trusted and respected relationships with customers, with supervisors and managers, with co-team members and when needed, with vendors, service providers and third parties
• Takes ownership of all assigned tasks, initiatives, and inquiries, makes sure they are resolved/ completed efficiently and accurately with a superior level of quality and shows openness and willingness to learn and to hear feedback and advice on areas for improvement and development
• Establishes and maintains a confidential and sensitive work environment, focusing on customer service by handling all customer requests and queries and dealings at work in a professional manner
• Participates in scheduled and ad hoc training to improve techniques and process acumen
• Performs other tasks or projects as may be deemed needed for the role or as may be assigned by immediate supervisor or by manager/s

• Fluency in English language
• Attention to detail and good analytical, problem solving and decision-making skills
• Experience in using Service Center/ Helpdesk technologies case management, knowledge management, document management or other customer service software applications is an advantage
• Attention to detail and good analytical, problem solving and decision-making skills
• Results-oriented, motivated, positive-minded, and with collaborative interpersonal skills needed to build a cohesive team
• Ability to take directions quickly and on-demand
• Ability to work effectively in a fast-paced environment, handle multiple tasks/projects at the same time together with daily planned and unplanned operational activities
• Strong written and verbal communication skills