Applications Used:Service-Now, Other L & D specific tools
: Rotational / Night Shifts
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: - Work closely with Quality Reviewers of all ranks across the business, to process EY Badge tickets.
- Quality Reviewer management – monitor workflow and track tickets against agreed turnaround times
- Client management - effectively manage client relationships by understanding their needs, providing tailored solutions, and ensuring a high level of satisfaction through regular communication and support.
- Learner management – monitor requests made to learner/employees by Quality Reviewers and update Service-Now accordingly
- Liase with Quality Reviewers and learners/employees to keep them updated on ticket progress and outcome
- Respond to queries from Quality Reviewers, learners/employees and the global deployment team
- Complete transactional reviews of experience documentation
- Process tickets in Service-Now
- Escalate any specific ticket issues to the Supervisor or Global Deployment team
- Support the induction of new team members.
- Seek to continuously improve internal practices to best in class standards.
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Knowledge and Skills Requirements: - Understanding and experience of professional services firm or large international corporations’ processes and work environment.
- Strong written and oral communication skills and ability to work effectively with multiple stakeholders across the organisation at all levels
- Previous experience of task management, processes, operations, learning administration or diligence type of work.
- Strong team player, enthusiastic with can-do approach and ability to coordinate and work as ‘one team’
- Experience of managing multiple tasks in parallel in an organized and coordinated way, with exceptional quality.
- Knowledge and hands on experience of ServiceNow and SuccessFactors a great advantage.
- Strong IT skills – Microsoft Office 365 suite – Teams, Excel, PowerPoint, Word, Outlook, SharePoint, etc.
- Knowledge of Learning & Development tools, technologies and platforms that can be leveraged in deployment.
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Other Requirements: - Flexibility in working hours to accommodate multiple time zones as needed.
- May need to work extra hours in case of special customer requirements.
- Ability to learn new processes and skills quickly.
- Knowledge of EY Badges, Service Now and SuccessFactors preferred.
- Creativity and out-of-the-box thinking in finding new ways of doing things.
- Demonstrable experience of working in dynamic, fast-paced environments to deliver required results.
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Education: - Master’s / Bachelor’s degree in business or HR related discipline. Preference will be given for those with HR Specialization
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Experience: - 5+ years’ work experience
- Experience of working in Talent, Learning, Operations or HR in professional services or corporate environment.
- Previous working in international and diverse environment.
- Previous working in a virtual environment.
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