HR Analyst/Learning & Development
Are you a detail-oriented HR professional with a passion for enhancing the learning experience and supporting organizational development? If you thrive on solving complex problems, managing learning systems, and ensuring seamless employee training operations, this role is for you.
Working with one of the top financial clients, this role calls for an HR Analyst/Learning & Development professional who will be responsible for managing and resolving escalated issues related to Learning & Development (L&D) programs and platforms. Reporting to the Team Manager, Global Escalations in L&D, the successful candidate will ensure a smooth learner experience by handling inquiries, troubleshooting technical and process issues, and supporting key HR and L&D initiatives across the organization. This role requires strong analytical, communication, and problem-solving skills, as well as experience working with Learning Management Systems (LMS) and other HR technologies.
Responsibilities:
- Respond to and resolve learner inquiries or escalated issues using the ServiceNow tool within established service level agreements.
- Participate in end-to-end issue management processes requiring coordination with multiple stakeholders.
- Provide learners with clear guidance, troubleshooting assistance, and appropriate resolution options.
- Monitor and report on trends in training escalations to identify recurring issues.
- Analyze escalation trends and contribute to recommendations for process enhancements or remediation.
- Evaluate HR data sources to ensure accuracy, consistency, and appropriateness.
- Collaborate with peers to maintain and update troubleshooting knowledge base articles.
- Manage and execute course removal and exception requests while ensuring compliance with policies and regulations.
- Serve as a subject matter expert on Learning Management Systems (LMS) and online learning tools, providing support to learners and L&D partners to resolve issues and recommend improvements.
Desired Skill Set:
- Minimum of 2 years of experience in a training or L&D environment with strong knowledge of Learning Management Systems and online learning platforms.
- Excellent research, investigative, and problem-solving skills with a strong focus on learner experience.
- Strong business writing, interpersonal, and presentation skills with the ability to collaborate effectively across teams.
- Proven ability to manage multiple projects and priorities in a fast-paced environment.
- Highly organized, results-driven, and detail-oriented.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Experience working in a regulatory or compliance-driven environment.
Nice to Have:
- Knowledge of SharePoint and Learning Management Systems (advanced user level).
- Experience with ticketing systems such as ServiceNow.
BeachHead is an equal opportunity agency and employer. We advocate for you and welcome anyone regardless of race, color, religion, national origin, sex, physical or mental disability, or age.