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:

No

Travel Requirements:

No Travel Required

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

NA

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.