Training and Knowledge Management Lead

City of New York • New York, NY

3d • $70,364 - $89,163 • Onsite

About The Position

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the city delivers for New Yorkers in the 21st century. The successful candidate will serve as a Training and Knowledge Management Lead reporting to the Customer Service Division.

Requirements

• A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in data telecommunications/ networking or in a pertinent scientific, technical, electronic or related area and one year of satisfactory full-time experience in the performance of analytical, planning, operational, technical, and/or administrative duties in a data telecommunications or closely-related electronics planning, electronics management, and/or electronics service environment; or
• An associate degree from an accredited college including or supplemented by 12 semester credits in data telecommunications/ networking or in a pertinent scientific, technical, electronic or related area and two years of experience as described in "1" above; or
• A four-year high school diploma or its educational equivalent and three years of experience as described in "1" above; or
• A satisfactory combination of education and/or experience equivalent to "1", "2" or "3" above. A college education may be substituted for experience on the basis of six months of experience as described in "1" above for each 30 semester credits of undergraduate college education including or supplemented by 6 semester credits in data telecommunications/networking or in a pertinent scientific, technical, electronic or related area for a maximum of two years. However, all candidates must have at least a four-year high school diploma or its educational equivalent and at least one year of the experience as described in "1" above.
• After meeting the minimum requirements, at least two additional years of full-time experience as follows: 1) As a Telecommunications Associate (Data)-Assignment Levels I, II, and III working for the City of New York; or 2) Performing analytical, planning, operational, technical, and/or administrative duties in a data telecommunications, electronics planning, electronics management, and/or electronics service environment, one year of which must have been specialized work in a consultative or supervisory capacity.

Responsibilities

• Support the Training & Knowledge Management Manager in the development, coordination, and delivery of training and knowledge initiatives for Customer Support teams and OTI/Agency support teams through both in-person and virtual platforms.
• Serve as a lead resource and subject matter expert for training delivery, assisting with onboarding, coaching, and initial assessment activities for new Customer Support employees.
• Assist in promoting awareness, understanding, and adoption of IT Service Management (ITSM) processes, while identifying opportunities for process improvement and targeted training enhancements.
• Support the design, maintenance, and continuous improvement of training curriculum and Knowledge Management processes through regular assessments to align with industry best practices, support the goals and objectives of the Customer Service Division, and improve operational effectiveness by identifying skill gaps and trends through Quality Assurance (QA) findings.
• Facilitate knowledge sharing initiatives that encourage collaboration and continuous learning across teams, including support for communities of practice, webinars, workshops, and internal documentation repositories.
• Create, review, submit, and publish Knowledge articles within the ServiceNow (SN) Knowledge Management System, coordinating with Subject Matter Experts to gather and validate required information.
• Assist in communicating updates and changes to Knowledge items to appropriate stakeholders and coordinate training activities related to those updates as needed.
• Support the ongoing quality, accuracy, and effectiveness of training and Knowledge content by ensuring materials are updated in a timely manner.
• Collaborate with OTI divisional support teams, agencies, process owners, and the Citywide Service Desk to support training and Knowledge Management objectives and promote engagement with support services.
• Maintain accurate records related to training activities, attendance, assessments, and Knowledge Management documentation.
• Provide guidance and day-to-day support to team members and stakeholders on training and Knowledge Management practices and procedures.
• Perform special projects and other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level