The IT Training Specialist coordinates the technical training for US, Regional and Country offices. He/she partners with the ISS Management team, Business Groups and the International based technology teams to coordinate the development and delivery of IT training programs organization wide. The IT Training Specialist acquires resources and coordinates the efforts of ISS and non-ISS team members and external clients to deliver IT training programs according to plan. He/she manages, defines and assesses IT training programs objectives and effectiveness. He/she will manage the expectations of all stakeholders relative to the delivery of IT training.
Areas of Responsibility:
- Conducts training needs analysis to determine appropriate training for the organization.
- Works closely and collaborates with ISS Management team and company Business Groups to ensure a well- coordinated delivery of IT training to internal and external stakeholders.
- Manages relationships with internal and external groups to ensure training project status, risks, issues, and opportunities are appropriately communicated and handled.
- Assesses and manages the development, delivery and monitoring of the ISS department training strategy in the US, Regional and Country offices through the use of surveys, focus groups, and/or consultation with managers, instructors or customer representatives.
- Develops and manages vendor relationships with key service providers that support and provide IT training for the end user computing environments.
- Monitors, evaluates and records training activities and program effectiveness. Includes the development and implementation of plans to improve effectiveness.
- Working with Cherwell ticketing system to manage tier 3 request related to Office 365.
- Attends and participates in department/group meetings to determine training opportunities.
- Supports the delivery and achievement of department goals and objectives, through the delivery of IT training and services.
- Identifies and implements training delivery “best practices”.
Educational Background:
Bachelor's Degree or its International Equivalent • Computer Engineering, Computer Science, Information Technologies or Related Field.**
Skills/Experience:
- Comprehensive knowledge of concepts, practices, and procedures with technical training, program development and delivery.
- Demonstrated experience with Office365 and project management skills.
- Excellent oral and written communication skills.
- Strong analytical and problem-solving skills.
- Ability to motivate, influence and work well with others in a matrix management environment.
- Ability to develop teaching aids such as; training handbooks, Computer Based Training (CBT) and Web Based Training (WBT) formats and demonstration models.
- Typically requires 5-8 years of experience with technical training, program development and delivery.
- Demonstrated experience with SharePoint, OneDrive for Business and other Office 365 technologies.
- Experience troubleshooting Office365 and basic computer tasks.
- In-depth understanding of SharePoint and OneDrive for business functionality, document sharing processes and strategies.
- Experience working closely with the help desk and system administrative team.
- Have created training materials for local users using an instructional design model.
- Must be comfortable working on a team and speaking in front of 15-30 people frequently.
- Articulate, professional and able to communicate in a clear, positive manner with clients and staff.
- Must be able to read, write and speak fluent English; fluent in host country language as appropriate.
- Desire to learn and grow into a more senior technical trainer role.
- Prior work experience in a non- governmental organization (NGO).
- Certification in Technology training.
Problem Solving & Impact:
- Works on various problems that require analysis of interpretation of situation and review of identifiable factors.
- Exercises judgment within defined practices and policies in selecting methods and techniques for obtaining results.
- Assess the needs and performance gaps, and the recommendation, design, implementation, and evaluation of learning and performance solutions.
- Decisions made generally have significant impact on training needs for management and departmental areas.
- Provides escalated support for Office 365 issues and tickets
Supervision Given/Received:
- Plans, advises and assists in the development of support strategies with management to support the initiatives and goals of ISS and the company.
- Organizes and sets priorities of schedule and review of work to meet departmental needs and training requirements.
- Serves as the subject matter expert to provide technical advice, analysis, and assistance with training development.
- Typically reports to a Director.
Compensation/Benefits:
FHI 360 fosters the strength and health of its workforce through a competitive benefits package, professional development and policies and programs that support healthy work/life balance. Join our global workforce to make a positive difference for others — and yourself.
Job Function:
Organization Info
Listing Stats
Post Date:
Oct 31 2019
Active Until:
Dec 1 2019
Hiring Organization:
Fhi 360
industry:
Nonprofit