Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
Overview
The System Analyst II – Tier 3 SuccessFactors Learning Management System (LMS) Support is a member of the HR Technology Services (HRTS) team responsible for providing advanced operational support for the SAP SuccessFactors Learning Management System. This role serves as the highest level of support for complex learning-related issues while driving operational excellence through process documentation, knowledge management, continuous improvement, and colleague self-service.
Working closely with HR, Learning & Development, shared services, and support teams, this position focuses on improving support processes, increasing first-contact resolution, and enabling lower support tiers through comprehensive documentation and knowledge transfer.
Key Responsibilities
Tier 3 LMS Operational Support
- Serve as the Tier 3 subject matter expert for complex SuccessFactors Learning Management System support issues escalated from Tier 1 and Tier 2 teams.
- Analyze complex support requests to identify root causes, recommend sustainable solutions, and improve the overall support experience.
- Resolve issues that require advanced functional knowledge of learning processes and system capabilities.
- Partner with cross-functional teams to ensure timely resolution of colleague support requests.
- Identify recurring issues and recommend operational improvements that reduce support demand.
Process Documentation & Knowledge Management
- Own and maintain operational documentation supporting LMS processes and support activities.
- Develop, review, and continuously improve Standard Operating Procedures (SOPs), work instructions, process maps, knowledge articles, FAQs, and troubleshooting guides.
- Ensure documentation is accurate, current, easy to follow, and aligned with organizational standards.
- Identify documentation gaps and proactively develop content that promotes consistency and operational efficiency.
- Establish documentation standards that improve knowledge retention and support continuity.
Tiered Support & Colleague Self-Service
- Drive initiatives that improve the effectiveness of the tiered support model by transitioning repeatable work from Tier 3 to Tier 1 and Tier 2 support teams.
- Create reusable knowledge resources that empower support analysts and colleagues to resolve common issues independently.
- Partner with support teams to identify opportunities for automation, self-service, and knowledge-centered support.
- Develop decision trees, support playbooks, and troubleshooting resources that increase first-contact resolution.
- Facilitate knowledge transfer sessions and mentor support analysts to expand functional expertise.
Continuous Improvement & Operational Excellence
- Analyze support trends, ticket data, and recurring issues to identify opportunities for process improvements.
- Lead initiatives that simplify support processes, eliminate inefficiencies, and enhance the colleague experience.
- Recommend improvements that reduce ticket volume and improve service delivery.
- Support operational metrics by identifying opportunities to improve service quality, response times, and overall support effectiveness.
- Promote a culture of continuous improvement through standardized processes and knowledge sharing.
Stakeholder Collaboration
- Gather feedback from support teams and end users to identify opportunities for enhanced colleague self-service.
- Communicate process changes, documentation updates, and operational improvements clearly to stakeholders.
- Build collaborative relationships that support consistent service delivery across functional teams.
Knowledge, Skills & Abilities
- Strong understanding of enterprise Learning Management Systems, preferably SAP SuccessFactors Learning.
- Experience supporting colleagues within a structured tiered support environment.
- Excellent process analysis and documentation skills with the ability to translate complex processes into clear, user-friendly guidance.
- Experience developing knowledge articles, SOPs, training materials, and support documentation.
- Strong analytical and problem-solving abilities with a focus on operational improvement.
- Ability to identify trends and recommend sustainable process improvements.
- Excellent written and verbal communication skills.
- Strong organizational skills with the ability to manage multiple priorities.
- Demonstrated ability to collaborate across functional teams and influence operational improvements.
- Passion for knowledge sharing, colleague enablement, and continuous learning.
Qualifications
Experience
- 3+ years supporting enterprise Learning Management Systems or HR technology platforms.
- Experience supporting SAP SuccessFactors Learning Management System preferred.
- Experience working within a tiered application support model.
- Demonstrated experience creating process documentation, knowledge articles, SOPs, and user guidance.
- Experience driving continuous improvement initiatives and operational process optimization.
- Experience supporting knowledge management or self-service initiatives preferred.
Education
- Bachelor's degree in Information Technology, Business Information Systems, Human Resources Information Systems, Organizational Development, or a related field preferred.
Technical Skills
- SAP SuccessFactors Learning Management System (preferred)
- Learning Management System operations and support
- Knowledge management platforms and documentation tools
- Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- ServiceNow or comparable ticket management systems
- Process mapping and documentation methodologies
Why Join Us?
This role provides an opportunity to improve the colleague experience by strengthening operational support, expanding self-service capabilities, and building a sustainable, knowledge-centered support organization. You'll help shape how learning support is delivered by creating scalable processes, improving documentation, enabling lower support tiers, and driving continuous improvement across the SuccessFactors Learning support model.
