Accountable for defining the service expectations across the stakeholders(businesses, Learning CoE, HRIT, Service Enablement team) based the internal HR Services Delivery capacity
Works closely with the Businesses / PMO / Learning CoE / HR Services teams in as-is assessment and works towards future state design in close cooperation with the Service Enablement and HR Services leadership teams.
This will include detailed process documentation, business process redesign, internal capability building, automation, system enhancement.
Designs and provides input into customer training documentation globally
Responsible to define the service catalog and gets these requirements aligned and signed off, works in building knowledge base (FAQ, SharePoint sites, Training materials etc.
in partnership with Service Adoption, works along with the Service Delivery team in reviewing emerging business requirements based on user feedback.
Works closely with the System Lead and Business Reference Group in identifying the new ways of working with the tool
Works closely with the Service Delivery teams, business stakeholders and Learning CoE in driving process standardization and alignment before handover to Service Delivery teams
Plays the role CI Champion along with the Service Delivery team to support organizational goals
Ensures that a robust service delivery and process governance framework is established and practiced
Works towards evaluation of risk measurement and mitigations before new services or changes to existing services are deployed.
Fosters knowledgeable and an effective team through coaching (both direct & indirect) including development measures.
Works Closely with PMO, HRIT, System Owners, Businesses, Learning CoE and HRS in monitoring progress for service transition, including tracking progress on actions and mitigation of risks and communicating the same across the stakeholder network
Plays the role of a communication bridge between Global Learning CoE and Novartis Learning Council (including sub-groups) and HR Services using existing communication channels as well as evolving new communication channels where desirable
Works closely with the Global Learning CoE, Novartis Learning Council and Learning Business Reference Group to support discussions to help the business anticipate future needs and opportunities
MBA or equivalent Proficiency in English
Strong Learning Technology Experience 10+ years
Cornerstone experience preferred but not essential
Proven working experience in an SLA driven help desk management system
Proficiency in English (written and spoken)
Understanding of LMS environment
Strong Stakeholder management and project management exposure
Experience in troubleshooting and problem solving
Strong client-facing influencing and communication skills