Project Overview: The corporate Learning Management System and validated Learning Management System is looking for a Tier 2 support analyst. The resource will be working with two instances of the SuccessFactors LMS and provide support to end users.
Role Scope / Deliverables: Develop an expert understanding of our SuccessFactors learning management systems and apply this knowledge to support cases.
Work globally with our business partners and customers to provide fast, friendly customer service.
Be comfortable with communicating with customers vs email, phone, IM and web conference.
Work independently and apply troubleshooting skills to solve moderate and high complexity user support issues.
Leverage our ServiceNow case management systems to respond and resolve to customer incidents.
Resolve tickets according to priority and before pre-determined Service Level Agreement.
Monitor LMS ticket backlog and meet individual ticket target goals.
Develop and maintain information in the LMS support knowledge base.
Provide feedback to support team on new issues and process improvement
Key Skills: Bachelor’s degree in computer science or related field, or equivalent experience required
Excellent analytical skills, problem solving abilities, and the ability to quickly learn new areas
Working understanding of applications and integrations between applications.
Ability to assess and prioritize multiple requests and escalations from customers and team members.
City to do the Job Tijuana, B.C.