Description
Job Category: ITIL/ITSM
Career Level: Senior, Reporting the Senior Manager
Work Experience: 5+ years of ITIL/ITSM processes, incident and problem management
Industry: Financial
This position will provide Training Lead support towards delivery of the ITSM Program deliverables. To recommend, design, develop, deliver and evaluate the internal training program. To provide support around complex rule, procedural and system based problems leading to their resolution and communication. To interpret, write, disseminate and maintain rule, procedural and system based information/documentation.
Duties and Responsibilities
1. Manage training programs from start to finish
Conduct needs analysis and recommend appropriate solutions, including training
Determine training goals and design programs to meet business needs
Develop new employee orientation model and material where relevant, and collaborate with IT Service Delivery to integrate into new employee onboarding program
Work with IT staff and managers to learn new systems or features for the development and delivery of system based training
Develop and prepare effective documents, activities and materials
Ensure system readiness for training and resolve issues promptly
Assist with overall program communication plan items
Schedule sessions ensuring optimal use of training resources and time available
Use a variety of methods to deliver clear and consistent information that each learner understands
Manage the learners within a classroom environment
Provide immediate feedback to learners
Provide frequent feedback to managers on learner performance
Evaluate and report on the success of each session, adapt training sessions in response to new ideas, identified risks and improve it for future use, as required.
2. Provide support
Analyze situation to determine real issue/problems via probing questions
Determine urgency of issue prioritize investigation accordingly
Investigate issue using all possible sources of information
Determine if, and to whom, issue needs to be escalated
Provide clear, concise and accurate directions to resolve issue, ensuring client understanding
Mentor clients to become self-sufficient in resolving problems, where appropriate
Communicate potential pitfalls of a course of action without prompting
Keep timely and accurate documentation of issues and their resolution
3. Interpret, disseminate and maintain information
Stay informed of relevant information (eg plan or system changes, policies, procedures) and its impact
Participate in program and project meetings providing guidance and/or feedback
Determine urgency of procedural changes and prioritize it accordingly
Spot inconsistencies in information and resolve inconsistencies
Interpret decisions/information and write/update documentation in a clear, concise and understandable manner
Keep Investment IT and other areas (as required) informed of all relevant information
Prepare and deliver presentations to a variety of audiences
Maintain good knowledge of IT processes.
4. Other duties as assigned
Business Analyst Support, under direction of the Application Manager
o Collect and document detailed requirements
o Collect and document procedures and incorporate into training material where relevant.
Testing Lead Support, for QA and UAT, under direction of the Application Manager
o Collaborate with QA and Testing teams to leverage tools, templates, processes where it makes sense and is feasible to maintain project timelines
o Document test plans and test scripts and incorporate into training material where relevant
o Conduct initial testing to validate scripts and adjust training material where relevant
o Coordinate testing, compile and document test results summary report.
Skills and Knowledge
Minimum 3 years experience in an Information Technology and/or training environment supporting the delivery of technology process based solutions
Experience with projects involving information technology process improvement, and process design (ITIL) preferred
Excellent verbal communication skills
Excellent written communication in a wide variety of formats (eg procedures, presentations, training materials, etc.)
Excellent interpersonal skills, including giving and receiving feedback
Excellent time management skills
Ability to recognize training needs before they become an issue
Ability to work with considerable independence as well as part of a team
Ability to make recommendations and stand by them
Ability to manage a classroom creating an environment conducive to learning
Strong analytical and problem solving skills, leading to sound judgments/decisions
Ability to meet deadlines, multi-task and adapt to a rapidly changing environment
Ability to work comfortably with management and staff in both the IT and business environments
Ability to use a variety of writing and publishing tools.
Potential Assignments
Training Lead and Testing Lead for implementation of process enhancements including Incident Management and Problem Management
Business Analyst documentation for implementation of Business & Technical Service Catalogue items, Incident Management and Problem Management.
Interested applicants are asked to forward their Resume.