Eli Lilly - Global Learning Operations Analyst

Lilly utilizes a significant number of third party suppliers in various capacities to help us achieve our mission of discovering and creating medicines that make life better for people around the world. Effectively supporting and applying our Global L&D data standards and managing change requests efficiently within our learning management system Success Factors has become increasingly important. The GLO operations is to triage and process Learning Changes requested by our business partners while ensuring our Global L&D standards are upheld while recommending proactive and streamlining measures on how best to manage their learning data needs.
This position also owns the team’s quality, reporting, systems management and analytics capabilities in addition to compliance and continuous improvement work streams and is accountable for the delivery of key operational metrics. This role will also lead high level and cross-functional global projects that contribute to global L&D strategic objectives.

The primary role of the Global Learning Operations Analyst is to support the GLO associates and the global L&D organization (all countries outside the US – non manufacturing) with accurate, efficient and robust L&D data management, troubleshooting, escalation management, process definition and maintenance. The day to day role will focus on supporting the team with investigating and processing learning change requests and consulting regularly with the team and our global stakeholders to ensure our team goals and KPIs are achieved. This position also owns the team’s quality, reporting, systems management and analytics capabilities in addition to supporting our compliance and continuous improvement work streams and is accountable for the delivery of key operational metrics. This role will also involve scoping and leading high level and cross-functional global projects that contribute to global L&D strategic objectives. This role plays a key part of the Global Learning Services organization based in Cork Ireland with reporting lines into our Lilly corporate headquarters in Indianapolis.

  • Be seen as a “go-to” information resource or an SME for all L&D system and operational process related queries for stakeholders within and outside the team.

  • Strong ability to work with and understand capabilities and data connections across multiple systems and interfaces.

  • Own and define team processes in line with new system and strategic changes.

  • Support as a system and analytics administrator across various systems and platforms.

  • Ensuring data accuracy by conducting assessments, troubleshooting and correcting identified L&D data issues.

  • Supporting the Global Learning Operations and Services team by participating in testing, troubleshooting, escalation and resolution of technically complex L&D issues.

  • Influence and maintain the Global L&D data standards within global/regional affiliates and drive local L&D process related projects that enhance efficiencies and data integrity.

  • Support the knowledge and education of internal L&D affiliate contacts and standardise processes where applicable.

  • Monitor and report on the overall operational deliverables from a quality and service level perspective ensuring L&D data accuracy and team quality through regular request sampling and trend analysis resulting in tangible action plans to improve team performance.

  • Providing regular feedback and coaching to the team members to support increased knowledge and performance.

  • Demonstrate flexibility in working hours to communicate with global partners in addition to supporting operations or team coverage needs ensuring the delivery of our key operational metrics.

  • Demonstrate strong decision making and prioritization skills when balancing the needs of the customer with the needs of the business.

  • Train internal L&D personnel across affiliates on the L&D Data Mgt processes and information requirements necessary to fulfil requests.

  • Own and lead work streams and projects that positively impact GLO and global L&D teams.

Systems

  • Experience with Learning Management Systems and HR systems (preferably SuccessFactors Success Factors, Service Now SAP, iSight, Share Point, Tableau, Workflow Automation and Bot technology

  • Experience with workflow tools (preferably ServiceNow, iSight, Microsoft Flow) and other online tools and applications.

  • Strong experience in Business Warehouse or Business Objects, MS Office (specifically Outlook, Word, PowerPoint, Excel, Flow, Teams).

  • Strong experience with generating database queries and interpreting data to present it in a meaningful way depending on stakeholder needs.

  • Drive system improvements to improve efficiencies and reduce error rates.

  • Ability to define and maintain all training and process documents and mapping end to end.

  • Auditing system processes regularly to drive improvements ensuring they are still fit for purpose, meet the require quality standards and deliver the required outputs.

Company Overview

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 39,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Basic Qualifications

  • Minimum 5 years’ experience in a fast paced operations environment with knowledge of integration of various operations and reporting systems (Success Factors, Service Now SAP, iSight, Share Point, Tableau, Power BI, YellowFin, all Microsoft applications)

  • Bachelor’s Degree (or equivalent work experience)

  • Fluency in English. Ability to speak additional languages is advantageous (French, Spanish, Italian, German, Russian, Chinese, Japanese)

  • Demonstrated experience understanding and managing complex technical and process and system related issues and problem solving.

  • Strong technical skills to manage and support interfaces and system to system logic, system administration and building and refining business analytics tools.

  • Ability to understand, gather, deep dive, interpret data, and identify trends and opportunities to improve reporting and operational efficiencies.

  • Strong customer experience and quality service mind set and rigorous operational approach

  • Demonstrated experience managing multiple day to day deliverables and projects across multiple functions and geographies to achieve strategic business goals.

  • Strong experience communicating with and managing stakeholders at all levels cross functionally within a global team.

  • Experience delivering training and coaching to drive enhanced team quality and productivity performance.

  • L&D/HR operations experience is desirable.

Additional Skills/Preferences

  • Manage and drive large projects with competing stakeholder needs and priorities

  • Working in a global team environment and demonstrate strong communication and influencing skills effectively with L&D colleagues and business partners

  • Adaptability and ability to flex quickly and easily to change and loosely structured situations

  • Resilience and ability to think outside the box and demonstrate a skill for developing workarounds and alternate solutions in the absence of a clear path or when presented with blockers

  • Consistent curiosity of how data systems are integrated and interact with each other

  • Ability to develop and maintain relationships and consultation with key stakeholders across a range of functions, teams and skills in order to compliment overall skillset and maximise results and project deliverables.

  • Being comfortable with and proactively seeking out support from a wide range of experts that challenge you and your ideas in order to deliver the best possible outcome

  • Ability to work well within a diverse team and roll up sleeves to take on any task to help the team achieve common goals.

  • Identifying and driving process and automation improvement projects to reduce waste and error rates.

  • Vocally challenges the status quo in an effort to drive a consistent focus on better ways of working to drive efficiencies in how resources are used.

The Global Business Solutions in Cork also focuses on the following foundational pillars across the full organisation to ensure a solid and consistent approach to running our business:

Compliance

  • Demonstrate a strong compliance oriented mind set & help to build a strong compliance culture

  • Familiar with all applicable process documentation & training materials to ensure you operate in a fully compliant manner

  • Evaluate nature of requested data transactions and ensure alignment and consistency with L&D standards and privacy/compliance guidelines

  • Maintain and support L&D data monitoring and periodic review of courses, curricula, HR criteria-based assignment profiles, etc. along with follow-up activities to manage and document data clean-up

  • Work closely with compliance teams and develop risk management strategies to increase audit readiness.

People

  • Actively work with the core team members in Learning Operations & Global Learning Services Solutions team to build effective working relationships.

  • Work collaboratively with colleagues in global locations to develop partnership in solving issues and providing solutions.

  • Establish credibility through subject matter knowledge and reliable delivery on commitments.

  • Build trustful relationships and demonstrate influencing ability across all levels and functions.

Customer

  • Consult with subject matter knowledge of L&D processes and systems to business area resources, supervisors and L&D colleagues on exploring alternatives, selecting best option and implementing solutions.

  • Demonstrate excellence in all interactions with our GBS internal customers & business partners.

  • Focus on measuring & improving our internal customer’s experience with the GBS

  • Serve as a critical information and support resource to the team and global partners providing operational excellence support, audit readiness and best practices.

  • Collaboratively work to troubleshoot data, process or technology issues raised during day-to-day operations and provide direction for issue resolution.

Continuous Improvement

  • Demonstrate a strong Continuous Improvement oriented approach & help to build a strong Continuous Improvement culture.

  • Own and lead CI projects and kaizen events applying lean and six sigma methods to deliver high impact and cost reduction solutions to the global L&D team.

  • Share best practices to identify CI system and process opportunities that increase consistency, productivity and reduce variability.