Learning Support Specialist

About the role:

The Learning Support Specialist is responsible for providing accurate, timely, and compliant Level 2 support for learning systems, learning content, and digital learning processes across supported countries. The role ensures that learning activities such as course assignments, learning paths, content publishing, compliance training cycles, and user experience are executed in line with global learning governance and People & Culture service delivery standards.

Working within the People Services organisation, the specialist handles learning-related requests and inquiries, troubleshoots learner and system issues, escalates complex technical or content-related cases, and supports repeatable, well-defined learning processes. The role collaborates closely with People Services colleagues, Learning & Development teams, Compliance, IT, and P&C partners across Europe to ensure consistent triage and resolution of Level 1 and Level 2 learning cases.

Key responsibilities:

• Process and resolve learning-related user inquiries via ServiceNow, ensuring timely, accurate, and service-oriented case handling
• Troubleshoot learning system issues and guide users through correct processes, providing clear and actionable instructions
• Publish, update, and maintain learning content, including e-learning modules, instructor-led courses, sessions, curricula, and certifications
• Ensure metadata accuracy, version control, course availability, and correct assignment rules
• Process and maintain learning-related access requests, including permissions for administrators, instructors, and designated learning roles, in line with governance and security guidelines
• Collaborate closely with Learning & Development, HR, IT, Compliance, and other People & Culture partners to resolve cross-functional learning issues
• Safeguard learning data quality and ensure compliance with global learning governance, data protection standards, security protocols, and internal controls
• Support continuous improvement by identifying recurring issues, contributing to process enhancements, and participating in testing or rollout of new learning functionality

Required skills:

• Fluent English communication skills
• Advanced knowledge of SuccessFactors Learning or comparable LMS platforms
• Intermediate experience with ServiceNow or similar ticketing tools
• Familiarity with digital learning tools, formats, content upload workflows, and virtual learning environments

Experience & background:

• Experience in Learning & Development, learning system administration, HR technology, Shared Services, or similar operational support roles
• Hands-on experience managing learning system activities such as course setup, content publishing, assignments, session management, and reporting
• Practical experience working with LMS platforms, including user issue troubleshooting and content updates
• Experience using service ticketing tools (preferably ServiceNow), including queue management, documentation, and structured escalation
• Exposure to learning-related troubleshooting, such as data inconsistencies, assignment failures, or progress tracking issues
• Experience creating and maintaining procedural documentation, including SOPs, work instructions, and knowledge articles
• Experience working in an international environment with multiple learning audiences and local requirements

What we offer:

• Hybrid working model
• Sports card
• Life insurance
• Inclusive, international working environment