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Learning Support Administrator (Portfolio Companies)



Customer Service
Colombo, Sri Lanka
Posted on Thursday, July 4, 2024

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

Job Summary:

The Learning Support Administrator will be responsible for providing exceptional support to partners and customers regarding enrollment, certifications, training resources, and more via tickets and email. This role also involves managing the administrative tasks for the department such as learning enrollments, voucher distribution, and Instructor-Led Training (ILT) communications and cancellations.

Key Responsibilities:

  • Support Tickets: Respond to and resolve support tickets within ServiceNow promptly and efficiently.
  • Partner and Customer Emails: Address inquiries from partners and customers related to enrollment, certifications, training resources, and other learning-related questions.
  • Enrollment Tracker Management: Maintain and update the enrollment tracker to ensure accurate records of learner enrollments and progress.
  • Voucher Management: Oversee the distribution of training vouchers, ensuring proper allocation and tracking.
  • ILT Communications: Assist in managing communications related to ILT sessions, including handling cancellations and scheduling changes, with a focus on automation for future improvements.
  • Coordination: Collaborate with other team members to ensure cohesive support and enablement efforts.
  • Process Improvement: Contribute to the continuous improvement of support processes and training materials to enhance the overall learning experience.
  • Resource Management: Manage and update training resources, ensuring that partners and customers have access to the most current and relevant materials
  • Customer Feedback: Gather and relay customer feedback to relevant teams to improve services and training offerings.



  • Organizational Skills: Strong organizational skills and attention to detail.
  • Communication Skills: Excellent communication skills, both written and verbal.
  • Microsoft Office: Proficiency in Microsoft Office applications.
  • Multi-tasking: Ability to manage multiple tasks and prioritize effectively.
  • Customer Service Experience: Experience in customer service or support roles is a plus.
  • Learning Management Systems: Familiarity with learning management systems and training processes is desirable.
  • Problem-Solving: Strong problem-solving abilities and a proactive approach to identifying and addressing issues.
  • Tech-Savvy: Comfortable using various software tools and platforms to manage tasks and communications.
  • Team Collaboration: Ability to work effectively as part of a team and contribute to a positive working environment.
  • Educational Background: Bachelor’s Degree in Business Administration and/or Communications.

Nice to have:

  • Experience with ServiceNow
  • Experience in LMS

Additional Information:

This role is critical to ensuring that our partners and customers receive the support they need to effectively utilize our training resources and achieve their learning objectives. The ideal candidate will be a detail-oriented, proactive individual with a passion for learning and customer service.

Additional Information

We believe that coming together as a community, in person, is important to innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working (our own amazing spaces or those of our partners and customers) to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.