Learning Deployment Specialist – Senior Associate

EY GLOBAL DELIVERY SERVICES (GDS) PHILIPPINES; Taguig; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

EY Global Delivery Services (GDS) Philippines is seeking a Learning Deployment Specialist – Senior Associate to join the EY Badge tickets team. You will collaborate with learners, employees, and Quality Reviewers to ensure efficient review and timely resolution of tickets using Service-Now and related L&D tools.

The role requires 5+ years in Talent/Learning/HR within a professional services or corporate setting, and the ability to work night shifts across multiple time zones.

Qualifications

• Master’s or Bachelor’s degree in business or HR related discipline.
• 5+ years’ work experience in Talent, Learning, Operations or HR.
• Experience in international and diverse environment; virtual work experience.

Responsibilities

• Work closely with Quality Reviewers of all ranks across the business, to process EY Badge tickets.
• Quality Reviewer management – monitor workflow and track tickets against agreed turnaround times.
• Client management - effectively manage client relationships by understanding their needs, providing tailored solutions, and ensuring a high level of satisfaction through regular communication and support.
• Learner management – monitor requests made to learner/employees by Quality Reviewers and update Service-Now accordingly
• Liase with Quality Reviewers and learners/employees to keep them updated on ticket progress and outcome
• Respond to queries from Quality Reviewers, learners/employees and the global deployment team
• Complete transactional reviews of experience documentation
• Process tickets in Service-Now
• Escalate any specific ticket issues to the Supervisor or Global Deployment team
• Support the induction of new team members.
• Seek to continuously improve internal practices to best in class standards.

Skills

Communication skills

Stakeholder management

Team collaboration

Task management

Multitasking

Education

Master’s / Bachelor’s degree in business or HR related discipline

Tools

ServiceNow

SuccessFactors

Microsoft Office 365

Job description

EY Virtual Talent Hub (VTH) is a core service line within the Global Delivery Services organization, providing multiple Talent/HR support services. VTH provides services to Region, Area and Global teams in Talent and Learning functions. These services are delivered from centres in Dalian, China; Kerala and Bangalore, India; Wroclaw, Poland; and Manila, Philippines.

EY Virtual Talent Hub (VTH) works in a fully integrated way with onshore Learning teams and colleagues, participating in meetings, projects, planning and execution activities as part of one team. It is aligned with the Global Learning Process Model and in conjunction with offshore VTH managed services (Content Admin Team and Deployment Admin Team).

EY Global Learning Deployment team is a dynamic, virtual team of Global Learning Deployment professionals working from 20+ diverse geographical locations across the world. We are looking for a colleague who will bring new ideas and fresh pair of eyes to our work across EY.

EY VTH - Learning Deployment Specialist – Senior Associate

This position is part of the administrative team for the Badges and Degrees program, specifically handling ticket processing related to EY Badges.

The primary responsibility of this role is to collaborate closely with learners/employees and Quality Reviewers to ensure the efficient review and resolution of tickets.

Applications Used: Service-Now, Other L & D specific tools

Shift: Night Shifts

Essential Functions of the Job:

Responsibilities:

• Work closely with Quality Reviewers of all ranks across the business, to process EY Badge tickets.
• Quality Reviewer management – monitor workflow and track tickets against agreed turnaround times
• Client management - effectively manage client relationships by understanding their needs, providing tailored solutions, and ensuring a high level of satisfaction through regular communication and support.
• Learner management – monitor requests made to learner/employees by Quality Reviewers and update Service-Now accordingly
• Liase with Quality Reviewers and learners/employees to keep them updated on ticket progress and outcome
• Respond to queries from Quality Reviewers, learners/employees and the global deployment team
• Complete transactional reviews of experience documentation
• Process tickets in Service-Now
• Escalate any specific ticket issues to the Supervisor or Global Deployment team
• Support the induction of new team members.
• Seek to continuously improve internal practices to best in class standards.

Knowledge and Skills Requirements:

• Understanding and experience of professional services firm or large international corporations’ processes and work environment.
• Strong written and oral communication skills and ability to work effectively with multiple stakeholders across the organisation at all levels
• Previous experience of task management, processes, operations, learning administration or diligence type of work.
• Strong team player, enthusiastic with can-do approach and ability to coordinate and work as ‘one team’
• Experience of managing multiple tasks in parallel in an organized and coordinated way, with exceptional quality.
• Knowledge and hands on experience of ServiceNow and SuccessFactors a great advantage.
• Strong IT skills – Microsoft Office 365 suite – Teams, Excel, PowerPoint, Word, Outlook, SharePoint, etc.
• Knowledge of Learning & Development tools, technologies and platforms that can be leveraged in deployment.

Other Requirements:

• Flexibility in working hours to accommodate multiple time zones as needed.
• May need to work extra hours in case of special customer requirements.
• Ability to learn new processes and skills quickly.
• Knowledge of EY Badges, Service Now and SuccessFactors preferred.
• Creativity and out-of-the-box thinking in finding new ways of doing things.
• Demonstrable experience of working in dynamic, fast-paced environments to deliver required results.

Job Requirements:

Education:

• Master’s / Bachelor’s degree in business or HR related discipline. Preference will be given for those with HR Specialization

Experience

• 5+ years’ work experience
• Experience of working in Talent, Learning, Operations or HR in professional services or corporate environment.
• Previous working in international and diverse environment.
• Previous working in a virtual environment.

Note:

This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager. Further, the job description is subject to change at the discretion of management.