VN 098/2026 HR Associate (Staff Development and Learning)
Overview
The HR Associate – Staff Development and Learning (SDL) will be responsible for the administration of SDL’s ticketing system, learning platforms, digital learning tools, and study leave.
Key Responsibilities
- Support the daily operation of the unit’s ticketing system, contributing to timely resolution of learning related service request.
- Monitor incoming tickets, and coordinate with relevant colleagues to prioritise and resolve issues in a timely manner.
- Contribute inputs and suggestions to refine ticketing workflows, improving user experience.
- Coordinate with relevant colleagues within the SDL team to update and maintain Frequently Asked Question (FAQ) articles and service request forms, keeping unit resources current.
- Generate periodic reports on ticketing performance, issue trends, and resolution times for supervisor review.
- Provide client support and respond to queries and requests, and troubleshoot issues related to the learning platforms/systems, tools, and business processes under the post's area of responsibility to deliver timely resolution and high-quality service.
- Administer the day-to-day operation of one or more of the learning platforms owned by SDL to support effective service delivery.
- Build user capacity of peers and relevant stakeholders through live demo sessions, video tutorials and user guides, and promote available courses in the learning platform to strengthen staff engagement in learning opportunities.
- Compile regular reports and status updates on the platform usage and other relevant metrics for supervisor review.
- Coordinate license management activities and liaise with relevant stakeholders on the procurement process.
- Regularly coordinate with the external content/service provider.
- Serve as back-up administrator for other SDL learning platforms to support business continuity operations.
- Process study leave requests by reviewing submissions for completeness and compliance with established guidelines.
- Maintain the study leave tracker to keep accurate and up-to-date records of all transactions.
- Provide regular reports and status updates on study leave requests to the supervisor and Head of SDL to support transparency and timely communication of approvals, denials and outstanding cases.
- Compile and analyse study leave data to identify trends and patterns, including areas such as fields of study, institutions attended, study leave utilisation, duration of leave granted, and recurring staff needs, bringing to the attention and consideration of the supervisor the findings and improvement opportunities.
- Regularly update of study leave-related FAQs and promptly respond to related queries from IOM personnel to facilitate staff understanding and compliance with policies.
- Act as the focal point for assigned SDL digital learning and engagement tools (e.g., Slido, Miro, Mural, or similar tools), including license administration, user access management, usage monitoring and reporting, vendor liaison, procurement coordination for renewals, and user support. Compile usage data and user feedback for supervisory review.
- Serve as SDL's focal point with GSSC, Regional Offices (RO), and other IOM departments to gather learning needs, monitor local learning initiatives, relaying identified gaps and opportunities to the supervisor to inform SDL and support planning.
- Perform such other relevant duties as maybe assigned.
Required Experience
A minimum of two years’ experience in learning management system administration, including reporting experience; A minimum of two years’ experience in using a ticketing system, preferred; Relevant work experience in marketing or promotional campaign; Experience in HR, learning and development, and/or career support; Experience in training facilitation, both face-to-face and virtual; and, Experience in project management, monitoring and reporting, preferred.
Qualifications
Bachelor’s degree in Information and Communications Technology, Information Management, Human Resources, Business Administration or a related field from an accredited academic institution with three (3) years of relevant professional experience; or High School diploma with five (5) years of relevant professional experience; Certification on Oracle, LMS, statistics, monitoring and evaluation, or data management/data visualisation is an advantage. Other diploma or training certification, an advantage.
