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Philips LMS Support Administrator in Pune, India

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In this role, you have the opportunity to

Support a centralized, customer-focused, and results-oriented learners support system in a global health technology environment by managing global learners support needs for Philips Enterprise Quality Management System (QMS) in the company’s Learning Management System (TEDS)

You are responsible for

  • Identify, troubleshoot, and resolves all Philips Learners support needs within the Learning Management System (LMS) via but not limited to email, phone, chat, and ticketing system.

  • Provide global Tier 1 support for learners and managers.

  • Help established an effective online self-service portal for Philips Enterprise QMS to include FAQ’s, knowledge base articles, and “how-to-videos”.

  • Create, manage, and resolve learners support request within the ServiceNow ticketing system

  • Analyze, track, and document issues within the Learning Management System (LMS)

  • Collaborate across the various teams within the Global Quality Compliance Learning to include global administration & documentation, reporting, digital learning, and global training to identify trends and continuous improvement opportunities.

You are a part of

The Global Quality and Regulatory department and will help improve the consistency and quality of Philips practices and products by championing centralization of training support solutions.

To succeed in this role, you should have the following skills and experience

  • Minimum 4 years of relevant customer support, customer service, or troubleshooting experience.

  • Bachelor’s degree in business management, communications or similar would be preferred

  • Strong communication and interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner

  • Knowledge of Learning Management Systems (TEDs) is highly preferred

  • Knowledge of ServiceNow is desirable

  • Experience writing knowledgebase articles (KBA’s) or FAQ’s is preferred

  • Ability to use good judgment to resolve a wide range of support issues in creative and effective ways.

  • Self-starter, take initiative, and great follow-up skills.

  • Experience in environments heavily regulated by the FDA or other government entities.Flexibility in work schedule to accommodate meetings and colleagues across multiple time zones.

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