Senior Manager, Learning Platform Services & Support Lead - Bristol Myers Squibb
Princeton, NJ
About the Job
Working with Us
Challenging. Meaningful. Life-changing. Those aren't words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You'll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.
Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us .
The Learning Platform Services & Support partner aims to ensure seamless and efficient operations across BMS' digital learning platforms, service desks, and vendor partners within the enterprise learning organization. This role is dedicated to enhancing user experience, optimizing operational efficiency, and fostering digital adoption of the SuccessFactors and Sana platforms. Collaboration with the Enterprise Learning Services content integrity team, system owners, and IT is key to creating a unified and cohesive learner experience.
The learning support and services partner will play a pivotal role in managing and optimizing all aspects of the learning service desk. Responsibilities will include overseeing the team's handling of requests and incidents, ensuring they are addressed promptly and effectively. Drive adherence to service level agreements (SLAs) and key performance indicators (KPIs) to support efficient learning operations. Focus on providing exceptional customer service and delivering timely, effective solutions will be critical to achieving the contributions of the Enterprise Learning Services (ELS) team. Additionally, this role will be the main point of contact for learning operations leads, providing support with onboarding, training, and continuous service improvement ensuring a seamless experience for all stakeholders.
This person will play a crucial role in shaping the strategic direction of the learner experience within BMS' learning ecosystem. They will conduct quarterly business reviews with internal and external partners to drive and showcase an effective shared learning services model provided by ELS to BMS. This role will actively pursue opportunities to enhance operations with automation and AI (Artificial Intelligence). Additionally, this role will partner with system owners to develop and implement change and communications plans related to ELS' learning platforms, support, and services.
Key Responsibilities and Major Duties
Strategy and Business Partnering
+ Define, create, and deliver on Enterprise Learning Services (ELS) operational KPI's i.e., First level resolution (FLR), Turn Around Time (TAT), Service Level Agreements (SLA), Customer Satisfaction (CSAT).
+ Define, classify, and create a dashboard for all ELS and vendor operational metrics in partnership with the ELS Content Integrity team.
+ Facilitate and lead all ELS quarterly business reviews with Enterprise Learning leadership and with external vendor partners.
+ Develop & implement change and communications plans for ELS platforms SuccessFactors & Sana.
+ Participate in applicable platform operations forums focused on inclusive involvement across enterprise learning groups to support knowledge dissemination and change pull-through.
+ Manage learning incubator initiatives in partnership with ELS LT & HRIT as dedicated project manager to support learning technology proof of concepts run through that governance group.
+ Champion and drive automation and AI initiatives in ELS operations.
+ Partners with Vendor(s), BU learning leaders, PSLT, Learning Council, Finance, HRIT, HRBPs, and other ELS teams as and when needed to maintain and improve learning operations and ensure enterprise learning needs are met.
Service Desk & Support / Customer Service
+ Primary contact and accountable for all service desk escalations regarding LMS (Learning Management System) Administration, SuccessFactors, Sana, SharePoint, and PowerApps for learning.
+ Drive efficient resolution of ServiceNow requests and incident resolution, eliminating friction and bottlenecks in the operation.
+ SME, or willingness to become a SME with the ServiceNow platform to monitor and report operational efficiencies, create workflows, and identify automation and performance enablement opportunities.
+ Understand and become knowledgeable with the BMS technical ecosystem and data architecture ensuring adequate knowledge, skills, and resolution capabilities within the service desk and administration teams.
+ Knowledge Management of articles, FAQs, job aids, and resources for Tier 0 (self-service) to Tier 4 (technical SME).
+ Facilitate training and operational meetings with the service desk.
+ Monitor the Health of IT Dashboards related to ELS operational performance and continuous improvement.
Ensuring Digital Literacy & Data Management of ELS Platforms
+ Maintains a general, working knowledge of the SuccessFactors and Sana applications from an end-user and administration perspective.
+ Collaborates with the respective SuccessFactors and Sana system owners to remain current in the system functionality and awareness of potential new features of each system.
+ Lead change management for learning platforms to drive business adoption of technical features in each system.
+ Ability to liaise effectively with both technical and non-technical stakeholders.
+ Support and shepherd the creation, use cases, and implementation of SharePoint sites and PowerApps for Enterprise Learning.
+ Liaise with the employee experience team to integrate and improve the employee onboarding user experience.
Vendor Management
+ Point of contact for all learning operations vendor partners for onboarding and setup in the BMS environment.
+ Partner closely with and provide direction to LMS vendor partners to assist with operations or service issues and/or requests as needed.
+ Provide escalation support for platform or content issues deployed through the LMS (Tier III).
+ Identify and recommend opportunities for improvements and enhancements across learning operations.
+ Oversee engagement with external LMS vendor for support and service of LMS for content deployment and service issues/resolutions, meeting all established KPIs and SLAs.
+ Partner with procurement for vendor team members' onboarding, performance, and capability enhancement, where vendor utilization is applicable.
+ Supports and addresses feedback from CSAT surveys regarding vendor services (i.e.: websites, services, accuracy, tools, speed, etc.) and general learner support.
+ Chair applicable LMS operations forums focused on inclusive involvement across enterprise learning groups to support knowledge dissemination and change pull-through.
#LI-Hybrid
If you come across a role that intrigues you but doesn't perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.
Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as Transforming patients' lives through science™ , every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.
On-site Protocol
BMS has a diverse occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:
Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.
BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com . Visit careers.bms.com/ eeo -accessibility to access our complete Equal Employment Opportunity statement.
BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.
BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.
Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.
Company: Bristol-Myers Squibb
Req Number: R1582943
Updated: 2024-07-03 03:33:01.954 UTC
Location: Princeton-NJ
Bristol Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, pregnancy, citizenship, marital status, gender expression, genetic information, political affiliation, or any other characteristic protected by law.
Challenging. Meaningful. Life-changing. Those aren't words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You'll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.
Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us .
The Learning Platform Services & Support partner aims to ensure seamless and efficient operations across BMS' digital learning platforms, service desks, and vendor partners within the enterprise learning organization. This role is dedicated to enhancing user experience, optimizing operational efficiency, and fostering digital adoption of the SuccessFactors and Sana platforms. Collaboration with the Enterprise Learning Services content integrity team, system owners, and IT is key to creating a unified and cohesive learner experience.
The learning support and services partner will play a pivotal role in managing and optimizing all aspects of the learning service desk. Responsibilities will include overseeing the team's handling of requests and incidents, ensuring they are addressed promptly and effectively. Drive adherence to service level agreements (SLAs) and key performance indicators (KPIs) to support efficient learning operations. Focus on providing exceptional customer service and delivering timely, effective solutions will be critical to achieving the contributions of the Enterprise Learning Services (ELS) team. Additionally, this role will be the main point of contact for learning operations leads, providing support with onboarding, training, and continuous service improvement ensuring a seamless experience for all stakeholders.
This person will play a crucial role in shaping the strategic direction of the learner experience within BMS' learning ecosystem. They will conduct quarterly business reviews with internal and external partners to drive and showcase an effective shared learning services model provided by ELS to BMS. This role will actively pursue opportunities to enhance operations with automation and AI (Artificial Intelligence). Additionally, this role will partner with system owners to develop and implement change and communications plans related to ELS' learning platforms, support, and services.
Key Responsibilities and Major Duties
Strategy and Business Partnering
+ Define, create, and deliver on Enterprise Learning Services (ELS) operational KPI's i.e., First level resolution (FLR), Turn Around Time (TAT), Service Level Agreements (SLA), Customer Satisfaction (CSAT).
+ Define, classify, and create a dashboard for all ELS and vendor operational metrics in partnership with the ELS Content Integrity team.
+ Facilitate and lead all ELS quarterly business reviews with Enterprise Learning leadership and with external vendor partners.
+ Develop & implement change and communications plans for ELS platforms SuccessFactors & Sana.
+ Participate in applicable platform operations forums focused on inclusive involvement across enterprise learning groups to support knowledge dissemination and change pull-through.
+ Manage learning incubator initiatives in partnership with ELS LT & HRIT as dedicated project manager to support learning technology proof of concepts run through that governance group.
+ Champion and drive automation and AI initiatives in ELS operations.
+ Partners with Vendor(s), BU learning leaders, PSLT, Learning Council, Finance, HRIT, HRBPs, and other ELS teams as and when needed to maintain and improve learning operations and ensure enterprise learning needs are met.
Service Desk & Support / Customer Service
+ Primary contact and accountable for all service desk escalations regarding LMS (Learning Management System) Administration, SuccessFactors, Sana, SharePoint, and PowerApps for learning.
+ Drive efficient resolution of ServiceNow requests and incident resolution, eliminating friction and bottlenecks in the operation.
+ SME, or willingness to become a SME with the ServiceNow platform to monitor and report operational efficiencies, create workflows, and identify automation and performance enablement opportunities.
+ Understand and become knowledgeable with the BMS technical ecosystem and data architecture ensuring adequate knowledge, skills, and resolution capabilities within the service desk and administration teams.
+ Knowledge Management of articles, FAQs, job aids, and resources for Tier 0 (self-service) to Tier 4 (technical SME).
+ Facilitate training and operational meetings with the service desk.
+ Monitor the Health of IT Dashboards related to ELS operational performance and continuous improvement.
Ensuring Digital Literacy & Data Management of ELS Platforms
+ Maintains a general, working knowledge of the SuccessFactors and Sana applications from an end-user and administration perspective.
+ Collaborates with the respective SuccessFactors and Sana system owners to remain current in the system functionality and awareness of potential new features of each system.
+ Lead change management for learning platforms to drive business adoption of technical features in each system.
+ Ability to liaise effectively with both technical and non-technical stakeholders.
+ Support and shepherd the creation, use cases, and implementation of SharePoint sites and PowerApps for Enterprise Learning.
+ Liaise with the employee experience team to integrate and improve the employee onboarding user experience.
Vendor Management
+ Point of contact for all learning operations vendor partners for onboarding and setup in the BMS environment.
+ Partner closely with and provide direction to LMS vendor partners to assist with operations or service issues and/or requests as needed.
+ Provide escalation support for platform or content issues deployed through the LMS (Tier III).
+ Identify and recommend opportunities for improvements and enhancements across learning operations.
+ Oversee engagement with external LMS vendor for support and service of LMS for content deployment and service issues/resolutions, meeting all established KPIs and SLAs.
+ Partner with procurement for vendor team members' onboarding, performance, and capability enhancement, where vendor utilization is applicable.
+ Supports and addresses feedback from CSAT surveys regarding vendor services (i.e.: websites, services, accuracy, tools, speed, etc.) and general learner support.
+ Chair applicable LMS operations forums focused on inclusive involvement across enterprise learning groups to support knowledge dissemination and change pull-through.
#LI-Hybrid
If you come across a role that intrigues you but doesn't perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.
Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as Transforming patients' lives through science™ , every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.
On-site Protocol
BMS has a diverse occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:
Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.
BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com . Visit careers.bms.com/ eeo -accessibility to access our complete Equal Employment Opportunity statement.
BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.
BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.
Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.
Company: Bristol-Myers Squibb
Req Number: R1582943
Updated: 2024-07-03 03:33:01.954 UTC
Location: Princeton-NJ
Bristol Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, pregnancy, citizenship, marital status, gender expression, genetic information, political affiliation, or any other characteristic protected by law.
Source : Bristol Myers Squibb