Application Support Specialist

1. Process and track requests via ServiceNow list; triage/escalate technical issues with HRIS/IT or enterprise LMS teams as required.

2. Create, revise, and maintain training items, curricula, and learning plans in SuccessFactors/Plateau.

3. Troubleshoot user access, assignment, and completion issues and communicate clear guidance to end users.

4. Set up courses/sessions; manage enrollments, equivalencies, completions, and approvals.

5. Configure and maintain assignment profiles/audience rules.

6. Generate LMS reports

7. Serve as a responsive point-of-contact for the Enterprise Learning Management Team; coordinate with Learning Partners when needed

8. Partner with the Enterprise Learning Optimization team to deploy new learning solutions and ensure smooth LMS implementation.

9. Communicate request status, timing, and impacts.

10. Follow Enterprise Learning Management SOPs/Work Instructions, naming conventions, and metadata standards; maintain job aids/knowledge articles for repeatable execution and audit/inspection support (single mention).

11. Participate in administrator forums/working groups to reinforce standards and share updates; recommend improvements to strengthen data quality and user experience.

Proven leadership, organizational and interpersonal skills as demonstrated by the following competencies:

• Detail & Data Quality Focus: Prevents assignment errors; ensures reliable reporting and record integrity.

• Stakeholder Orientation: Service-minded, responsive, and clear in communications.

• Collaboration & Influencing: Partner with Learning Partners and stakeholders to drive consistent execution.

• Continuous Improvement Mindset: Spots patterns, proposes fixes, and helps embed better practices via documentation and standards.

Requirements:

• Bachelor’s degree or equivalent experience.

• Strong technical knowledge and hands-on experience with SuccessFactors/Plateau LMS administration in a regulated environment.

NOTE: This is the most critical requirement for the role; additional technical requirements are relatively flexible; the team can train on most other aspects of the role.

• Hands-on experience troubleshooting SuccessFactors LMS issues.

• Experience supporting pharma/biotech training; strong understanding of GxP expectations for learning records.

• Proficiency with SuccessFactors LMS reporting and data quality practices; Excel skills a plus.

• Proficiency with Content Object and Item Creation in SuccessFactors LMS.

• Strong customer support orientation; proven ability to manage high request volumes with accuracy and clear communication.