Process Delivery Specialist - Heredia, Costa Rica

Introduction

Hiring manager and Recruiter should collaborate to create the relevant verbiage.

Your role and responsibilities

Position Overview
The Learning Administrator will be responsible for ensuring smooth operation and continuous improvement of the Learning Management System (LMS). This role requires exceptional attention to detail, robust stakeholder management skills, and the ability to manage multiple priorities under tight deadlines. The successful candidate will combine technical proficiency, strong communication capabilities, and proactive problem-solving to deliver superior support to both internal and external stakeholders.

Key Responsibilities
• Address and resolve client inquiries and concerns related to the LMS with accuracy and professionalism.
• Perform routine maintenance, content updates, and configuration within the LMS, ensuring precision and compliance with quality standards.
• Provide technical troubleshooting and resolution for employee access and system issues.
• Demonstrate mastery in the operation of the LMS and related systems.
• Communicate effectively in English during calls, presentations, and process discussions with clients, colleagues, and leadership.
• Maintain strong stakeholder relationships by managing expectations, ensuring timely updates, and aligning solutions with business needs.
• Manage multiple, diverse priorities under time constraints, ensuring critical deadlines are met.
• Anticipate and mitigate potential issues, reprioritizing tasks as required, while proactively following up on resolutions and action plans.
• Maintain and update tracking documents to provide leadership with full visibility into progress, risks, and blockers.
• Review and validate incoming requests, ensuring all required details are complete before initiating processing.

Required education

High School Diploma/GED

Preferred education

Bachelor's Degree

Required technical and professional expertise

Required Qualifications:

• Demonstrated strong attention to detail, as accuracy is a critical driver of operational success.
• Proven stakeholder management skills, with the ability to build trust and maintain productive professional relationships.
• Proficiency with SAP systems.
• Minimum of 2 years' experience in customer service.
• Intermediate to advanced Microsoft Excel skills.
• Strong verbal and written English communication skills, with the ability to confidently present to clients and participate in discussions.
• Ability to manage competing priorities and perform effectively under pressure.
• Proactive problem-solving mindset, adaptable to evolving customer needs.
• Strong interpersonal abilities and collaborative approach to teamwork.
Preferred Qualifications
• Bachelor's degree or equivalent higher education.
• Proficiency in Portuguese.

Preferred technical and professional experience

Hiring manager and Recruiter should collaborate to create the relevant verbiage.

ABOUT BUSINESS UNIT

IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.