Offers “Roche”

days ago Roche

Instructional Design Advisor

  • Internship
  • Escazu, COSTA RICA
  • Marketing

Job description

·  Job facts

The Global Learning Services teams focus on executing system data maintenance and administrative activities directly related to eLearning and content management in Cornerstone and all relevant Learning management systems as well as providing all necessary non-systems related Learning process support. Global Learning Services provides customer service and advisory support to the Learning Community and business partners on global Learning systems and processes and ensures end-to-end process completion in line with customer focused principles to ensure the Roche People Practices work for the business.

As an Instructional Design Advisor, you will act as the main point of contact between Roche internal customers and our vendors. As a result, you will need to have a strong customer focus, communication skills, and be solution oriented.

You are responsible for planning, organizing, updating and developing training content to meet specific training needs. This includes analyzing the learning needs to identify training gaps, working with subject matter experts (SMEs) to develop source course content, and developing web-based or instructor-led courses that meet business needs. You are also responsible for tracking and analyzing the effectiveness of training programs by examining learner satisfaction, proficiency, and job performance.

Responsibilities

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Instructional Design

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Analyze learning needs and partner with internal customers to provide input for course content.

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Plan, organize, and develop training content to meet specific training needs.

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Use authoring tools and software to create e-content from scratch and modify existing e-content.

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Focus on high-quality, well-functioning eLearning eLearning courses

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Identify and troubleshoot reported issues prior to escalation to Tier 3 / IT support.

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Assist with implementation and further evaluation of course content

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Work on more complex assignments and issues; serves as an expert in eLearning trends

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Customer Engagement

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Provide customer service on eLearning related activities, such as inquiry resolution, request management, and trouble-shooting.

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Support the Global Learning Center of Excellence and our business customers with system maintenance and project activities.

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Advise the Learning community and business partners on global Learning systems and processes, and support the embedding of the new ways of learning.

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Actively participate in the development and implementation of Roche Learning continuous improvement initiatives

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Actively participate in workshops, meetings and work-related team events

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Provide guidance and advisory to the learning community at all levels.

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Be up to date on processes, own the knowledge development on processes, and contribute to the update of relevant documentation (SWIs, SOP, GWIs).

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Support quality control processes and improvement initiatives arising out of them

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Ensure consistent and reliable service delivery for customers serviced.

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Operations

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Excellent knowledge of Learning and Servicing tools specifically eLearning related

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as well as contributing process superuser activities, such as community participation, info sharing, issue escalation and training deliver

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Participating in and partially leading project activities as required

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Display high integrity on the job and comply with the Roche guidelines, including data privacy rules and regulations.

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Implement processes and initiatives to ensure continuous improvement as well as service enhancement.

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Align service delivery and quality with overarching objectives of the global HR Support Solutions organization. Manage service quality expectations and address customer concerns

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Ensure end to end ownership of resolution

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Ensure operations according to defined KPIs and SLAs.

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Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes focused way.

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Cross-Functional Collaboration

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Build relationships with HR colleagues within the People Support Solutions organization as well as with customers to ensure ongoing service delivery effectiveness.

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Collaborate with peers within the region and globally to ensure the People Support Solutions network provides consistent and effective services to our customers.

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Achieve our People Support Solutions vision by driving global consistency through collaboration.

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Outputs & Deliverables

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Continuous contribution to the improvement of the performance of PSS

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Reaching high customer satisfaction through consistent, high quality delivery and application of customer care principles (measured by defined stakeholder feedback)

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Provide feedback, coaching and advice for contacts in both HR and the business (measured by defined stakeholder feedback)

Who we are

At Roche, 98,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an equal opportunity employer.

Profil recherché

Who you are

In this role you will be working within a team of Instructional Designers focusing on eLearning projects and content management from all customer groups or key Learning processes and across various functions and levels within the organization.

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You bring the following skills and competencies:

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Experience in a shared service center, preferably in a Learning/HR services environment.

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Experience with Cornerstone or other cloud-based learning management solutions

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Attention to detail

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Learning and development know-how.

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Knowledge of eLearning processes an advantage

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Strong customer service & interpersonal skills

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Excellent communication skills & team player

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Excellent problem solving/analytical abilities

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Proven track record of being able to deliver in a matrix organization.

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Ability to work independently in a fast-paced environment and to handle multiple, competing priorities.

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Ability to thrive in an ambiguous and multicultural environment working across borders.

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Experience of effectively working in a matrix organisation across geographies and divisions.

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Ability to navigate complex Learning data structure

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Ability to work in a fast-paced and changing environment

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Core capabilities include:

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Living customer centricity through your day-to-day interactions (incl. needs anticipation, cultural awareness, managing one's response)

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Demonstrating end-to-end accountability (incl. big picture and impact understanding, engaging others to ensure a successful outcome)

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Demonstrating problem-solving (incl. active listening, critical thinking, process improvements)

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Having a growth mindset (incl. taking risks and experimenting, seeking new learning opportunities, asking and giving feedback)

Further requirements

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Bachelor´s Degree Required.

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2+ years of experience in Instructional Design

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2+ years of experience with e-content authoring tools (Adobe Captivate, Articulate Presenter, Articulate Storyline, Lectora, etc.)

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"Fluent in English required, additional languages a plus, based on region (i.e. German, French, Italian, Spanish, Portuguese, Hungarian, Chinese)"

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Demonstrated excellence in customer service and building partnerships

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Ability to effectively communicate verbally and in writing and to influence people

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Strong functional knowledge of eLearning concepts: SCORM, AICC, ADDIE, etc.

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Strong analytical skills and problem solving capability

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Strong project management skills

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Quality focus, with the ability to analyze and interpret outcomes of testing and applying the results

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Travel of up to 10%

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Experience leading instructional design development projects within the Pharma / Medical Device industry.

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Experience training/coaching other Instructional Design professionals.

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