Training and Knowledge Management Manager

City of New York•New York City, NY

1d•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. Watch our welcome video to see our work in action, follow us on social media NYCOfficeofTech, and visit oti.nyc.gov to learn more. At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology. The successful candidate will serve as a Training and Knowledge Management Manager reporting to the Customer Support Unit under the Customer Service Division.

Requirements

1. A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific, technical, electronic or related area, and four years of satisfactory fulltime experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice and/or data telecommunications or closely related electronics planning, management, and/or service organization, one year of which must have been in a highly specialized capacity and 18 months must have been in an executive, managerial, or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field; or
2. An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent, scientific, technical, electronic or related area and five years of experience as described in "1" above; or
3. Education and/or experience equivalent to "1" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in "1" above and must possess the 18 months of executive, managerial, administrative or supervisory experience as described in "1" above.

Responsibilities

Serve as the subject matter expert to develop and deliver training and knowledge to the Customer Support teams and OTI/Agency support teams of our system when needed both in-person and virtual platforms. In addition, assists in the on-boarding, training, and initial assessment of new Customer Support employees
Promote awareness and agreement to the IT Service Management (ITSM) processes, evaluate and make recommended improvements for targeted training of said processes
Design, maintain, and update the existing training curriculum and Knowledge Management process based off regular assessments to: o Align with industry best practice, o Remain consistent with the goals of the Customer Service Division o Effectiveness, identifying skill gaps and other through the QA process
Knowledge Sharing Initiatives: Develop and implement strategies to promote knowledge sharing and collaboration among employees. Foster a culture of continuous learning by facilitating knowledge exchange platforms, such as communities of practice, webinars, workshops, and internal documentation repositories.
Create, submit, approves Knowledge submissions, and publishes Knowledge articles in the ServiceNow (SN) Knowledge Management System when needed, obtains additional information and from principal Subject Matter Experts
Communicate all changes of Knowledge items to appropriate audiences and arranges for training of staff as needed
Accountable for the quality and effectiveness of Knowledge and Training contents by continuously improving and updating content in a timely manner
Liaises with the following groups but not limited to OTI divisional support teams, agencies, process owners, and the Citywide Service Desk advocating the overall goals and purpose in order to generate enthusiasm and excitement for the support being provided
Maintains accurate record keeping for training & related Knowledge topics
Perform special projects and other related duties as necessary.