Learning Operations & Systems Specialist - Mexico

Job Description Summary

Job Description

Essential Duties & Responsibilities:

• Systems Strategy & Governance: Champion continuous improvement for the LMS ecosystem. Oversee system configuration, and data integrity. Lead the development of standardized processes that optimize course deployment, and strengthen safety and compliance needs of the business.
• Technical Subject Matter Expertise: Serve as the internal authority for SuccessFactors and Workday Learn. Utilize deep technical knowledge to troubleshoot complex integration issues during system migrations, keeping the customer experience as a focus.
• Contractor Oversight: Provide daily management, work prioritization, and quality oversight for contract workers. Ensure that tasks assigned to the support team are completed accurately, within defined SLAs, and in alignment with organizational standards.
• Field Engineering Advocacy: Act as the learning technology partner for One Field Services stakeholders, ensuring that training implementation, meets the high-stakes requirements of the field.
• Project & Lean Leadership: Drive tactical and transformative projects. Apply Lean methodologies to identify systemic defects and lead cross-functional initiatives to streamline the learning lifecycle.
  Proven track record as a Project Management lead for system upgrades, including advanced data analysis, reporting, data validation, and advisory services.
• Operational Reporting & Quality Assurance: Develop and maintain critical KPIs and scorecards. Use data to determine process improvements and conduct audits against governance adherence to ensure business outcomes are achieved.
• Stakeholder Consultation: Serve as a point of escalation for complex support issues. Collaborate with global stakeholders, IT, and HR partners to exchange technical information and provide professional guidance to helpdesk teams.
• Training & Mentorship: Create and maintain standard work reference materials and support articles. Provide functional coaching to team members to ensure the collective capability of the learning operations administration function remains high.

Required Qualifications & Experience:

• Bachelor’s Degree in Information Technology, Human Resources, Business, or related field, or equivalent practical experience.
• 7+ years of experience in training/learning operations, with a strong focus on systems management.
• Advanced, hands-on experience administering multiple enterprise LMS platforms, specifically SAP SuccessFactors and Workday Learn. 
• Proven track record of managing large data sets and complex project implementations.
• Demonstrated experience in mentoring or overseeing the work of others (including contractors).
• High level of analytical and problem-resolution skills, with the ability to handle ambiguity and pressure-filled, time-sensitive situations.
• Strong English proficiency and the ability to articulate technical concepts to global audiences.

Desired Characteristics:

• Experience in a complex, multi-entity corporate structure.
• Expertise in LEAN or process transformation initiatives.
• Advanced proficiency in Microsoft Office Suite (Excel/PowerPoint/Word).
• Experience with ServiceNow, ServiceCloud, Workday Case or comparable enterprise ticketing/work-flow platforms.
• A proactive, self-directed professional who can set their own action plans and hold others accountable for quality and delivery.

Additional Information

Relocation Assistance Provided: No