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Support Engineer - CSOD

Bangalore, Karnataka, India

Job Type

Full Time

About the Role


1. Partners with business to envision and design solutions for learning excellence projects on Cornerstone LMS to simplify, digitize and step up the learning performance.
2. Collaboration with various technical and business teams
3. Address various customer reported issues and requests, such as Access issues, requests, within defined SLAs or escalate to appropriate teams.
4. Provides Technical support to Learning services and Learning solutions team.
5. Adhere to support quality processes using ticketing tools
6. Is continuously aware of the evolving digital learning ecosystem, players and technologies and its implication for current LMS and learning solution.
7. The application support to be provided is 24X7, and hence the person should be willing to work in any time of the day as per the shift schedule

Qualifications & Certifications
1. Master of Science (MS) or Bachelor of Science (BS) or Associates (AS) degrees in Applied Science, Computing, Engineering, or IT
2. HTML/Web, App design, Mobile technology and API/Web service know -how
3. Master of PowerPoint, Word, Excel, Visio
4. Excellent oral and communication skills

Preferred
1. High level of attention to detail
2. Ability to lead and/or actively participate in working sessions and stakeholder meetings
3. Must be able to work and lead matrix teams
4. Strong knowledge of learning technology, content management and LMS




Required Skills (Must have) along with necessary industry experience:
General

1. Total experience of 2-3 years Cornerstone, with excellent communication and coordination skills
2. Self-motivated, positive attitude and ability to inject optimism
3. Ability to challenge status quo and lead discussions in the right direction
4. Experience of working in a highly matrixed organization
5. Ability to collaborate with various teams locally and globally
6. Ability to influence without authority
7. Ability to articulate thoughts and ideas clearly
8. Experience in managing partners, consultants and suppliers
9. Crisis, conflict, issues management skills
10. Eye for detail as well as understanding of the big picture
11. Ability to work with ambiguous information
Functional

1. Experience in managing cross functional/domain Projects
2. Go-to-person for all support related information
3. Experience in managing challenging stakeholders

Technical/Project Management

1. Is certified on CSOD or equivalent LMS (Sum total, Saba, SuccessFactors (SaaS-based). Has worked on providing End to End service to customers on CSOD/LMS platform.
2. Is Hands-on on the features and functionalities in the LMS
3. Has worked extensively on creation of Learning Objects on LMS, Emails, Evaluation Creations, Content testing and troubleshooting of the issues on the platform.
4. Is aware about the recent technology innovation and tools in learning technology space

Essential Day-to-Day Responsibilities:
1. Managing and tracking of activities/tasks
2. Escalate and identify other routes where progress is stuck
3. Tracking and following up the action items at support level
4. Ensure all requests are addressed in a timely manner with optimal solution
5. Simplify – use every opportunity to simplify to the maximum extent possible and go the extra mile in doing so
6. Collaborate with internal teams to address Business needs
7. Assume personal responsibility for achieving defined outcomes
8. Effectively plan & organize work to deliver consistent results
9. Ensure regular and optimal communication with all stakeholders
10. Manage Escalations, ensuring nothing goes to the next level

Desired Skills (Nice to have in addition to the Required Skills)

1. Delivered and Managed Product Releases
2. Familiar with latest Digital Trends in Learning and Development.
3. Delivered E2E projects in other HR domains


Requirements

1. Total experience of 2-3 years Cornerstone, with excellent communication and coordination skills

2. Self-motivated, positive attitude and ability to inject optimism

3. Ability to challenge status quo and lead discussions in the right direction

4. Experience of working in a highly matrixed organization

5. Ability to collaborate with various teams locally and globally

6. Ability to influence without authority

7. Ability to articulate thoughts and ideas clearly

8. Experience in managing partners, consultants and suppliers

9. Crisis, conflict, issues management skills

10. Eye for detail as well as understanding of the big picture

11. Ability to work with ambiguous information

Functional

1. Experience in managing cross functional/domain Projects

2. Go-to-person for all support related information

3. Experience in managing challenging stakeholders

About the Company

Cigres Technologies Private Limited is a technology consulting and services company that focuses on helping clients resolve their significant digital problems and enabling radical digital transformation using multiple technologies on premise or in the cloud. The company was founded with the goal of leveraging cutting-edge technology to deliver innovative solutions to clients across various industries.

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