Senior Engineer - Platforms & Solutions

The Senior Engineer Platforms & Solutions is a Learning Systems Support role provides day-to-day operational and system support for global learning platforms, with a primary focus on the Schoox LMS. The role supports configuration, issue resolution, and routine system maintenance activities to ensure learning solutions operate effectively and in alignment with established global standards.

This position works under close guidance from the senior manager within People Solutions. The role is execution-focused and contributes to the successful delivery of learning system updates, releases, and user support by following defined processes, documenting changes, and responding to requests through established intake channels.

Learning Systems Support (Primary Focus: Schoox)

Provide day-to-day support for the Schoox Learning Management System, including routine configuration updates, content setup, user access support, and troubleshooting basic issues.

Execute approved system changes and baseline updates based on documented requirements and direction from senior team members.

Support global projects and initiatives

Support testing activities related to system releases, patches, and enhancements by validating functionality and documenting results.

Operational Execution & Request Management

Respond to learning system inquiries and requests submitted via ServiceNow or other approved intake tools, ensuring timely follow-up in line with defined SLAs.

Triage incoming requests and escalate complex or out-of-scope issues to senior manager as appropriate.

Support recurring operational activities, including data updates, audits, and system clean-up tasks.

Documentation & Process Support

Maintain and update system documentation, configuration workbooks, job aids, and process materials to ensure accuracy and usability.

Assist with documenting standard operating procedures and supporting materials for learning system processes.

Support knowledge transfer activities within the team by contributing to shared documentation repositories.

Collaboration & Team Support

Work closely with the People Solution team members, learning operations partners, and regional contacts to support learning system operations and initiatives.

Participate in team meetings, release readiness activities, and user forums as needed, primarily in a support and execution capacity.

Coordinate with external vendors (e.g., Schoox support contacts) for issue resolution under guidance from senior team members.

Education & Experience

Bachelor's degree in Human Resources, Information Systems, Business, or a related field, or equivalent practical experience.

Total experience of 5-6 years

3-5 years of experience supporting HR systems, learning platforms, or LMS environments.

Hands-on experience with Schoox LMS strongly preferred experience with other learning platforms (e.g., SuccessFactors LMS) is a plus but not required.

Technical & Functional Skills

Basic understanding of learning management system configuration, user management, and content administration.

Experience executing predefined system changes and following documented processes.

Familiarity with ticketing or case management tools (e.g., ServiceNow) for managing support requests.

Ability to learn new systems quickly and apply standard procedures consistently.

Core Competencies

Strong attention to detail and ability to follow established processes and guidelines.

Good organizational skills with the ability to manage multiple support tasks simultaneously.

Clear written and verbal communication skills, with comfort escalating issues when needed.

Collaborative mindset with a service-oriented approach to internal stakeholders.