Lead Specialist GES H2R Learning

Tier 1 Learning Support & Ticket Handling Provide operational support in the Learning domain by handling Tier 1 tickets, resolving incidents and work orders with accuracy, priority, and quality within agreed SLAs. Learning System & Reporting Support Work on Learning‑related report requests and ensure correct system usage while maintaining required expertise in the SuccessFactors Learning area. Contribute to Learning‑related projects by creating training materials and supporting the testing and implementation of new Learning content in coordination with e‑learning specialists. Ensure adherence to global standard processes, tools, and documentation; create and update QRCs, Q&A content, and work instructions for Tier 0 and Tier 1 support. Problem Management & Continuous Improvement Analyze recurring incidents, investigate root causes, and propose process or system improvements to Tier 2, service line managers, and GSC managers. Release Testing & UAT Support Support system releases by executing test scripts, participating in UATs in coordination with Tier 2, and validating Learning functionality. Experience working in global and virtual team environments, supporting cross‑regional stakeholders. Ability to work under tight deadlines with flexibility, combined with strong proficiency in MS Excel and MS Office tools.