Learning Creation– Service Intake & Workflow Senior Specialist

Merck

CZE - Central Bohemian - Prague (IT Riverview)Posted 5 days agoDiscoveredMatch locked

Full time

Apply

About the role

Job Description

Ensures control, quality, and flow of work through the system.

Ensures effective intake, validation, and routing of Learning Creation requests, enabling standardized, efficient, and scalable workflow execution across internal and BPO teams.

Immediate emphasis on service transition, integration and stabilization, evolving into a greater focus of optimization of the Learning Creation model, finding ways to standardize, simplify, centralize, and streamline our service delivery model to deliver value for our clients and the business.

The Service Intake & Workflow Senior Specialist, Learning Creation is responsible for:

Managing service intake processes for Learning Creation requests
Ensuring completeness, quality, and standardization of incoming requests
Overseeing workflow progression once requests are in flight
Driving effective routing to appropriate internal or BPO delivery teams
Acting as escalation point for day-to-day client and BPO issues
Leading issue tracking, resolution, and continuous improvement of workflows
Maintaining process documentation and ensure adherence to standards.

Duties, Responsibilities, Activities

Service Intake Management & Quality Assurance

Manage intake of Learning Creation requests across all channels.
Ensure completeness, accuracy, and standardization of requests.
Validate inputs against defined requirements and templates.
Reduce rework by driving high-quality "right-first-time" submissions.

Workflow Management & Routing

Oversee workflow progression for requests once initiated.
Ensure effective routing to appropriate internal or BPO delivery teams.
Monitor workflow timelines and adherence to process standards.
Maintain visibility of requests across lifecycle stages.

Issue Tracking & Resolution

Act as primary escalation point for workflow and routing issues.
Track, manage, and resolve day-to-day operational issues.
Coordinate with stakeholders and suppliers to unblock delivery.
Maintain issue logs and ensure resolution accountability.

Process Optimization & Standardization

Identify inefficiencies in intake and workflow processes.
Drive standardization and continuous improvement initiatives.
Update process documentation and ensure adherence to standards.
Partner with Service Experience to improve workflow tools and design.

Skills/Knowledge Required/Preferred

· Strong operational execution and workflow management capability · Experience working with case management/workflow systems (e.g., ServiceNow) · Attention to detail and process discipline · Ability to manage multiple stakeholders and priorities · Experience in shared services or service delivery environments.

Minimum Experience Required/Preferred

Prior experience with managed services in Learning Creation, process assurance and management and enablement of partner success. Demonstrated knowledge and understanding of the service delivery function. Additional location(s) Compensation Information:

Required Skills

Business Process Creation, Documentation Preparation, Document Management, eLearning Solutions, HR Automation, Human Resource Information Systems (HRIS), Human Resources Analytics, Learning and Development (L&D), Payroll Operations, Payroll Processing, Procedure Adherence, Process Improvements, Process Standardization, Quality Control Management, Service Delivery Models, Service Delivery Strategy, Standards Compliance, Standards Development, Value Realization, Vendor Management, Workflow Optimization, Workflow Process, Workload Management

Preferred Skills

Current Employees apply HERE Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status

Regular

Relocation

No relocation

VISA Sponsorship

Travel Requirements

No Travel Required

Flexible Work Arrangements

Hybrid

Shift

Not Indicated

Valid Driving License

Hazardous Material(s)

Job Posting End Date

10/31/2026 *A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Not included in the source posting: about the role, benefits.

Who can apply

The employer didn't state any visa, work authorization, citizenship or clearance requirements in this posting. Confirm with the employer before applying.

Read automatically from the employer's posting text. Always confirm with the employer — requirements can change after a job is published.