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Training Specialist

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Are you interested in being part of the evolution and transformation taking place in Customer Service and Support? Do you have passion in the areas of training development, knowledge management, and improvement of both individual and organizational success via improved individual learning? Would you enjoy working with the best technical experts in global support business to define and implement learning solutions to ensure technical support readiness and improve our people and our organizational health? Does working in a dynamic environment, envisioning and executing on strategies that directly impact your customers and add value across the readiness ecosystem appeal to you? Are you adept at managing complex programs while driving results in a global cross-organizational environment? If so, you may be the right candidate for the role of Support Training Specialist.

This work involves defining technical training requirements for support business both for support launch readiness and for ongoing supplemental and depth training targeted at driving support improvements within our business. The Program Manager interacts with stakeholders across the global support business to gather these requirements and to design and build appropriate readiness strategy and learning solutions, leveraging the expertise of technical SMEs from within the support business.

The Training Specialist role requires a unique combination of skills, in addition to excellent project management skills: instructional design for multiple-modality learning solutions, technical writing, relationship management, and deep familiarity with technologies and support scenarios.

Key Responsibilities:
• Engagement in global product release and readiness processes, pre-release technical readiness plans, and relationships with regional and cross-business readiness stakeholders, to ensure launch readiness dependencies and targets are met successfully.
• Manage multiple training development work streams: gather and document requirements; identify, acquire, manage SME resources from within the business; identify, engage, and manage external vendor resources; interact with operations support to ensure successful development and delivery of learning solutions.
• Drive engagement and collaboration with stakeholders to identify training needs and ensure business relevance of learning solutions.
• Ensure clear, consistent, inclusive communication with engineers, stakeholders, and leadership to establish and maintain positive awareness of and engagement in programs.
• Drive continuous improvement of support processes, tools, and infrastructure to ensure efficient, results-driven, cost effective operations.

Qualifications:

• The ideal candidate has a strong background in program and project management, deep knowledge of the Service and Support organizations, and a strong technical background in SQL technologies and Azure with deep experience in instructional design and development for traditional and online training modalities.
• Excellent verbal and written communication skills, a strong presenter, a self-starting, self-directed, individual who is able to respond to changing business needs, rapidly adapt and overcome challenges, and provide thought leadership and innovative problem solving.
• The ideal candidate will have a demonstrated track record of success as a leader with outstanding relationship building and collaboration skills to drive internal and external partnerships for mutual benefit.

Specific Qualification:
• 5+ years’ experience delivering large program, project and readiness efforts, executing readiness strategies and frameworks, defining readiness/project/program plans and executing on those plans to deliver business results.
• 3+ years’ experience in a support or services related role.
• Proven communication skills and ability to effectively influence colleagues and management.
• Demonstrated ability to deliver results, meeting and exceeding expectations.
• Skills in problem resolution, team building, negotiation, dealing with ambiguity, establishment of effective processes, tracking results and support systems.

• Ability to meet customer security screening requirements is required for this role. Customer requirements may include additional personnel screening such as, but not limited to: specialized agency background checks (either national or local which may include fingerprinting).

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