We are part of the world's leading inspection, verification, testing and certification company and recognised as the global benchmark for quality and integrity. With more than 89,000 employees, we operate a network of more than 2,600 offices and laboratories around the world.

Reporting Line

• Senior LMS Engagement Manager

Primary Responsibilities    

• Works with the global training team and business IT team in rolling out global training products across the affiliates
• Assists with the ad-hoc projects from the business IT team
• Collaborates with other teams including external vendors to ensure quick resolution of the user problems
• Provides end to end solution for cases raised by the affiliates
• Provides knowledge and expertise (Subject Matter Expert) about the process and functionality of the business application.
• Trains and gives support to end users of the business application
• Conducts incident evaluation, replication of issue, gather essential information and include checking and trouble-shooting steps when escalating to other teams.
• Prepares weekly and/or monthly reports to Management and/or Stakeholders on summary of application activities, highlights and statistics

Specific Responsibilities   

• Performs the tasks in rolling out global training product in the business application
• Recommends solutions in implementing training products and ad-hoc projects
• Review of ticket life cycle, follow up to end-users or technical team whenever necessary
• Monitoring and tracking of cases for appropriate escalation and follow-up and update end-users
• Keep track of known solutions, establish and develop application knowledge database and use findings to reply to end-users
• Keep track of business operations documentations to ensure clear identification of business issues
• Provides assistance to team member’s questions and problems, and reviews team member’s work for quality and guideline compliance
• Documents resolutions, create work instructions and identify feature improvement on the application or on the process to improve customer satisfaction
• Participates on business application’s meetings and trainings

• Bachelor's degree or equivalent in engineering/Information technology/Service management courses.
• Has minimum 3 years work experience
• With good exposure in handling enterprise application software and has strong knowledge in Cloud Computing
• Ability to research/evaluate a problem autonomously before seeking advice or assistance
• ITIL Foundation V3 Certification is an advantage
• Has strong background in Incident Management
• Ability to plan and organize workload within the ticketing systems
• Has working / logical knowledge of how different systems can communicate or exchange data and transaction status using integration layers / middleware
• With experience in supporting application system of different frameworks
• IT Literate - Knowledgeable in the use of internet-based applications, e-mail communications, MS word & MS excel
• Must be a team player but also able to work independently
• Ability to explain technical issues in simple terms that non-IT staff can interpret
• Ability to communicate with technical and non-technical users

Required Skills

Experience/Technical Knowledge

• Experience in working environment observing complex business process and business rules.
• Experience of multi-cultural environments.
• Experience or training in customer service work

   Additional information

• Provides solution to the problems that do not have clear-cut instruction, ability to evaluate based on available information
• With intermediate knowledge of a business or web application
• Pro-activity: The ability to take initiative to make improvements.
• Teamwork: Ability to work in a team both local and remote
• Technical Skills: The ability to learn new products
• Customer Skills: The ability to interact with customers in a respectful and professional manner

Language

• Fluent in English (both written and verbal)