HR Analyst - 56371/56372

Duration:1 year (possibility of extension)

Location: Primarily remote- onsite a few times a year. Needs to have the flexible to go into the office if needed. Needs to be in the GTA or within close to GTA.

The Learning and Development (L&D) is responsible for the strategic direction and establishment of enterprise learning and development solutions. L&D builds capabilities for leaders and employees consistent with talent strategy and priorities, supporting and enhancing the achievement of business objectives today and for the future.

ROLE OVERVIEW

Reporting to the Team Manager, Global Escalations in L&D, the HR Business Analyst I will be responsible for triaging and resolving escalated L&D course and platform issues. The Analyst will support a variety of business programs, Program Project teams, HR Business Solutions and Learning Advisory teams, and colleagues across the bank. This role ensures the learner experience is managed through timely response/resolutions to learner inquiries enterprise-wide and through the monitoring of potential issues with online training and/or LMS learning solutions technology.

DUTIES

L&D Issue Management:

• Respond and resolve learner escalated inquiries or issues through the ServiceNow tool within prescribed service level agreements to meet team goals

• Participate in the adherence of end-to-end Issue management processes which require multiple stakeholder engagement

• Support individual learners through providing clear options and next steps, troubleshooting and finding appropriate resolutions

• Assist in the monitoring and reporting of trends in training escalations

• Assist in the analysis of trends which emerge from reporting and participate in the development of recommendations to enhance/rectify/remediate

• Assist in the ongoing evaluation of HR data sources for accuracy, reasonability and appropriateness

L&D Process Procedures:

• Collaborate with peers to implement updates to troubleshooting knowledge base articles

• Manage and deliver on all removal and exception requests with adherence to procedures and regulatory requirements

• Act as a subject matter expert in LMS and specifically on-line learning to support learners and L&D partners to make recommendations and resolve problems related to courses

Must have

• A minimum of two (2) years related experience in training environment with a strong understanding of Learning Management Systems and online training

• Excellent research investigative skills and attention to detail

• Strong problem-solving skills with a focus on learner experience while balancing regulatory and business needs

• Excellent business writing, interpersonal and presentation skills with an ability to engage and influence collaborative decisions for improving learner experiences

• Ability to manage multiple projects and conflicting priorities successfully

• Comfortable working both independently and collaboratively with various levels of individuals across teams

• Organized and results-driven

• Strong skills in MS Office (Word, Excel, Outlook)

• Experience working in a regulatory environment

Nice to have

• Knowledge of LMS and basic SharePoint

• Ticketing system