Talent Systems Support Analyst (L&D & Talent Growth Platforms)

Talent Systems Support Analyst

At Jacobs, we're challenging today to reinvent tomorrow by solving the world's most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good.

We are looking for a customer-service focused Talent Systems Support Analyst to provide Tier 1-2 support for employee-facing HR systems, with primary ownership of the PeopleFluent (formerly NetDimensions) LMS (with a custom front end) and a custom Talent Development application.

In this role, you will respond to employee questions and system issues through a ticketing process, troubleshoot and resolve problems, document solutions, and escalate when needed - all while delivering a high-quality, engaging employee support experience. This position is best suited for someone who wants to build a career in HR/L&D operations and systems (e.g., learning systems administration, talent development tools, HR technology support).

Key Responsibilities:

• Employee support, ticket management, and issue resolution:
  • Act as the first point of contact for employee questions and incidents related to learning and talent systems (e.g., access issues, enrollments, completions, navigation, errors, process "how-to" questions).
  • Triage, prioritize, and manage tickets end-to-end.
  • Escalate complex issues appropriately and follow through to closure, ensuring accurate handoffs and status updates.
  • Maintain high-quality ticket documentation.
• LMS course and learning content implementation support:
  • Support the implementation of new courses in PeopleFluent LMS by coordinating intake, setting up course structures, uploading/organizing content, and configuring standard settings based on established team processes.
  • Perform basic validation/testing of course launches and learner experience.
  • Assist with routine learning operations tasks (enrollments, permissions, basic reports/exports, and user guidance) to support program delivery.
• Partnering with internal teams and occasional vendors.
• Create and maintain knowledge base articles, FAQs, and "how-to" documentation to improve self-service and reduce repeat tickets.
• Identify recurring issues and trends, propose improvements (process, training, configuration), and help strengthen the overall employee experience with HR systems.

Here's what you'll need:

• 1-2 years of experience in customer support, HR operations support, learning operations, systems support, or a similar role (internships and relevant project work considered).
• Strong customer service mindset and ability to communicate clearly and professionally in English (written and spoken).
• Demonstrated troubleshooting and problem-resolution ability; comfortable gathering details, isolating causes, and taking ownership through closure.
• Comfort working in a ticketing environment, documenting work precisely, and managing multiple requests with good time management.

Nice to have:

• Prior exposure to LMS administration/support or other HR/talent systems (configuration, user support, reporting).
• Interest in developing a career path in HR/L&D systems, learning technology, talent tools, or HR technology operations.
• Familiarity with e-learning concepts/standards (e.g., SCORM/xAPI) or understanding of how online courses are packaged and launched.
• Basic reporting/data skills (Excel, exports, validation, trend spotting).

We offer:

• Rewarding employment - full-time employment with a salary that matches your qualifications
• Hybrid work model - enjoy the flexibility of working from home, with just several office days per month
• Flexible hours - start your day anytime between 7:30 and 10:00 AM
• Short Fridays - we work 6h on Friday
• Comprehensive benefits, including Lux Med medical care, psychological support, life insurance, My Benefit cafeteria system, Multisport card co-financing, and a car/bike park sharing system
• Co-financed holidays - enjoy "Wczasy pod Gruszą" for a well-deserved break
• Global projects - engage in exciting international projects
• Inclusive networks - join our diverse employee networks like Women's Network, OneWorld, PRISM, Careers Network, Green Team, SpeakUp, Collectively, and more
• Continuous learning - participate in our Graduate Development Program, Learners' Community, and self-learning platforms

We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative. We accept people for who they are. Find out more about life at Jacobs. As a Disability Confident employer, we will interview all disabled applicants who meet the criteria for a vacancy. If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team recruitmentpoland@jacobs.com.