Senior Specialist, Training & Performance Excellence
About The Position
Responsible for developing, delivering, and tracking training activities for Service Desk and Field Services staff, and developing training processes and standards to increase productivity. Collaborates with management and Human Resources to develop, implement, and track employee training needs. May coach and mentor more junior Training Specialists. The role develops and delivers training programs, identifies training needs, creates course content and materials, and supports training for new and existing employees on projects, processes, and systems. It also evaluates training effectiveness, assesses requests and resource needs for training programs, and prepares change-management and communications documentation according to established plans.
Requirements
- High school diploma or GED and at least 2 years of experience training in a service desk or field service organization.
- Experience with MS Office Suite.
- Experience with project management, including planning, organizing, and managing resources to achieve project goals and objectives.
- Experience with training tools.
- Experience facilitating group discussions, including scribing, recording, timekeeping, and leading discussions.
- Experience developing and delivering presentations to different audience levels within an organization.
- Experience using time-management skills to prioritize, organize, and track details and meet deadlines across multiple projects.
- Experience providing training and developing process documentation or user manuals for staff in a Field Service or Service Desk organization.
- Experience analyzing and reporting data to identify issues, trends, or exceptions and drive improvement and solutions.
- Experience communicating verbally and in writing with varied audiences, including work groups, teams, company management, prospective acquisitions, and external clients.
- Experience independently developing ways to accomplish goals, completing objectives, and determining when escalation is necessary.
- Experience establishing and maintaining relationships with individuals at all organizational levels, in the business community, and with vendors.
- Willingness to travel at least 25% of the time for business, within and outside the state.
Responsibilities
- Develop, implement, and deliver training programs for Service Desk and Field Services staff, identifying needs through assessments, observations, and key performance indicators.
- Create course content under the direction of the Training Manager.
- Design and create training presentations, job manuals, job aids, and other training support materials.
- Manage training development for new and existing employees on new projects, processes, and systems.
- Coach, develop, and follow up with employees after training courses.
- Evaluate training courses to establish their effectiveness.
- Collaborate with the Training Manager to plan, develop, present, and evaluate Service Desk and Field Services training programs.
- Assess requests for new training programs and changes to existing programs and scheduling processes.
- Assess training facilities and resource requirements for proposed courses, and identify the effects of training schedules and resource allocation for Service Desk and Field Services.
- Create change-management and communications documentation as identified in the preestablished communication plan.
- May coach and mentor more junior Training Specialists.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
