Sr. Analyst, Learning & Development, Learning Infrastructure

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Sr. Analyst, Learning & Development, Learning Infrastructure At Mastercard, our Learning & Development (L&D) organization plays a vital role in empowering our people to grow, lead, and thrive. From onboarding to skill development and leadership development, we support every stage of the employee journey with impactful learning experiences. We are seeking a Senior Analyst, Learning Infrastructure to serve as a hands-on, enablement resource that keeps L&D running. Where the Manager, Learning Infrastructure partners with POI and P&C Technology on strategy, this role makes it real day to day — administering our enterprise learning platforms, building the guidance that helps practitioners use them well, and acting as the first line of support when something breaks mid-delivery. This is a role for someone who genuinely enjoys making other people more capable. You will spend as much time helping colleagues become self-sufficient as you will in the admin console — and you should find both equally satisfying. Role Platform Administration • Partner with vendors and internal teams to execute tasks related to day-to-day maintenance and administration of Mastercard's L&D ecosystem, including audience configuration, permissions, and system settings • Support the Manager of L&D Infrastructure and internal teams in testing, validating, and rolling out new platform capabilities, configurations, and integrations Tool Enablement & Documentation • Build and maintain lightweight, genuinely usable enablement assets — step-by-step guides, FAQs, decision trees, quick-reference materials, and short how-to videos — that reduce friction and answer questions before they are asked • Deliver structured onboarding and refresher sessions for new tools and new capabilities • Keep the enablement library current as platforms evolve Escalation & Troubleshooting Support • Serve as first-line escalation for L&D team on program/initiative configuration and data issues arising during delivery and evaluation • Diagnose root causes and resolve issues directly where possible; escalate cleanly to the Manager of L&D Infrastructure and partners in HR technology • Run and maintain a clear intake and triage process so requests, access needs, and edge cases are handled predictably and nothing sits unowned • Identify recurring issues and suggest permanent fixes — a configuration change, a documented workaround, or an enablement asset — rather than resolving the same ticket repeatedly • Flag platform constraints early to L&D team so initiatives are designed around these constrains, not discovered at deployment Reporting Enablement • Enable the wider L&D team and non-L&D stakeholders to navigate and interpret available reporting independently, including training, documentation, and hands-on walkthroughs • Highlight frequent requests that fall outside the self-serve layer, so People Analytics and HR technology teams can evaluate and prioritize for longer term improvement. All About You • 3+ years of experience in L&D, learning operations, or people technology, with direct hands-on ownership of learning platform administration • Demonstrated experience in the day-to-day management of an enterprise-grade LMS — Workday Learning, Cornerstone, Docebo, or comparable • Proven track record of enabling and empowering users: you have built guides, run training, or supported a user community, and you can point to people who became more self-sufficient because of your work • Strong troubleshooting instincts — you diagnose methodically, resolve the root cause rather than the symptom, and document what you learned • Able to translate technical constraints and capabilities into plain language that non-technical practitioners can act on • Experience in a large, matrixed organization where technology ownership is shared across functions • Familiarity with HR/people data environments and governance requirements (PII, data access policies) A practitioner's background in learning delivery — enough to understand what teams actually need from their tools, not just what the tools technically offer Skills • Platform Administration: Configures and maintains enterprise learning environments accurately, consistently, and within established governance • Enablement & Documentation: Creates resources and sessions that people actually use, scaling expertise across the team rather than concentrating it in a single point of failure • Troubleshooting & Resolution: Diagnoses issues methodically under time pressure, resolves what can be resolved, and escalates with clarity and context when it cannot • Technology Fluency: Maintains deep working knowledge of the L&D tooling stack and applies it to guide how colleagues configure, launch, and maintain programs • Communication & Simplification: Translates platform capabilities, data definitions, and technical constraints into language practitioners can understand and act on • Service Orientation: Treats internal colleagues as customers — responsive, reliable, and focused on removing blockers before they escalate • Data & Reporting: Builds and maintains standardized reporting outputs and helps others interpret them independently • Continuous Improvement: Spots recurring friction and converts it into a permanent fix, a documented standard, or an enablement asset Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must: Abide by Mastercard’s security policies and practices; Ensure the confidentiality and integrity of the information being accessed; Report any suspected information security violation or breach, and Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.