SAP CoE Customer eXperience Learning & Development Analyst

SAP CoE Customer eXperience Learning and Development Analyst

PFH Technology are seeking a SAP CoE Customer eXperience Learning and Development Analyst

to join our client’s team.

Location: Ireland, Remote

Contract length: 12 Months

Essential: Own Transport & Full Irish Driving Licence

Overview

The SAP CoE Customer eXperience Learning and Development analyst will work with the Customer eXperience General Manager’s team, SAP CoE Help Desk and across the SAP CoE team as required.

Working collaboratively with key stakeholders, the role will support the development and delivery of structured learning solutions to enhance the capability of L1 Help Desk staff within the Customer eXperience function. This includes designing and delivering onboarding and refresher content, incorporating both technical knowledge and behavioural skills required to deliver a high standard of customer service.

The role will contribute to defining the core competencies required across the Help Desk role and ensuring that learning approaches align with operational needs. The post holder will be responsible for the design, development and ongoing maintenance of engaging and accessible training materials, including digital learning content developed using tools such as Articulate 360.

Through effective knowledge transfer and continuous review of training content, the role will support the creation of a consistent and supportive learning environment. This will contribute to improved service delivery and an enhanced customer support and experience.

Duties & Responsibilities:

• Collaborate with key stakeholders across the Help Desk, SAP COE and Customer eXperience function to identify learning needs and support the development of relevant training solutions.
• Design, develop and maintain structured onboarding and induction programmes for new L1 Help Desk staff, ensuring alignment with operational processes and service standards.
• Create and update engaging training materials, including digital learning content using tools such as Articulate 360, to support a blended learning approach.
• Deliver training sessions to staff on both a one-to-one basis and in group settings, adapting delivery style to meet differing learning needs and experience levels.
• Facilitate onboarding, system training and customer service skills sessions to support staff in achieving required performance standards.
• Develop and maintain refresher training programmes to reinforce knowledge, address performance gaps and support continuous improvement.
• Support the definition and documentation of role-specific competencies and learning pathways for Help Desk staff.
• Ensure all training materials and content are accurate, up to date and reflective of current processes, systems and organisational policies.
• Work with subject matter experts to gather information and translate operational knowledge into clear, user-friendly learning content.
• Monitor and evaluate the effectiveness of training initiatives through feedback, quality metrics, and performance data, and support continuous improvement of learning materials.
• Contribute to the development of a consistent and supportive learning environment that promotes knowledge sharing and service excellence.
• Maintain training records and documentation in line with organisational requirements.
• Support the wider objectives of the Customer eXperience function, contributing to initiatives aimed at improving service quality and user satisfaction.

Role Requirements:

• Sufficient experience in developing and delivering training or learning support within a Help / Service desk, customer service or similar operational environment.
• Experience in designing and maintaining structured training materials, including onboarding and refresher content.
• Proficiency in developing digital learning content using e-learning authoring tools such as Articulate 360 or equivalent.
• Experience delivering training in both one-to-one and group settings, with the ability to adapt delivery style to different learning needs.
• Strong understanding of customer service principles and the behavioural skills required to support a high-quality user experience.
• Ability to translate technical or process-driven information into clear, user-friendly learning content.
• Strong communication and interpersonal skills, with the ability to engage effectively with a range of stakeholders.
• Excellent written and verbal communication skills demonstrating a command of the English language.
• Good organisational and planning skills, with the ability to manage competing priorities across training delivery and content development.

Other Requirements:

• Need to have full Driving Licence with own transport to fulfil the requirements of the role as this post will involve travel.
• Preferred experience working in financial services support background.
• Flexibility in working hours to meet the needs of the service.

PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.

We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status.

We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage.