Group Human Resources Information Systems Specialist

Responsibilities

• Level 2 & 3 Technical Support
• Analyze and resolve complex incidents escalated from Level 1.
• Handle high-priority or specialized issues involving external vendors and development teams.
• Ensure continuous service availability through effective incident management.
• Knowledge Management
• Document solutions and best practices in the internal knowledge base.
• Track incidents, resolutions, and apply lessons learned to improve future response.
• Training & Enablement
• Deliver tailored training sessions for back-office users.
• Adapt content based on user roles and application functionality to enhance adoption.
• Coordination with Global Teams
• Supervise and assist Level 1 support teams (e.g., GBS India).
• Handle escalations effectively and maintain clear communication across support levels.
• Corrective Maintenance Projects
• Lead assigned maintenance initiatives for learning applications.
• Coordinate actions with technical and functional teams, track progress, and report outcomes.
• Support a Specific Academy
• Act as the primary contact for your assigned Academy.
• Understand user-specific needs and tailor support accordingly.
• Identify areas for improvement in tools and processes and propose enhancements.

Requirements

• In-depth knowledge of learning applications and related technologies (LMS / TMS at minimum)
• Experience in ITIL-based Level 2 and Level 3 support.
• Familiarity with incident and change management tools and processes.
• Initial experience with interface technologies (flat files, APIs, etc.).
• Proven experience managing corrective maintenance projects.
• Ability to coordinate remote teams, particularly offshore support (e.g., GBS India).
• Skilled at delivering technical training to non-technical users.
• Excellent communication skills—both written and verbal for cross-functional collaboration.
• Comfortable working in an English-speaking environment.
• Proactive: anticipates issues and takes initiative to resolve them.
• Analytical: strong ability to assess complex situations and find efficient solutions.
• Rigorous: detail-oriented with a strong commitment to process adherence.
• Adaptable: comfortable managing shifting priorities in a dynamic environment.
• Team player: collaborates effectively with stakeholders across the organization.
• User-focused: committed to enhancing user satisfaction and experience.