Training and Process Specialist ZR18490JOB
Training and Process Specialist ZR18490JOB
Posted on :
13-12-2024
Employer Active
1 Vacancy
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Jobs by Experience
2years
Hourly Salary
USD USD 8 - 1300
Vacancy
1 Vacancy
Posted on :
13-12-2024
Job Description
This is a remote position.
MonFriday 8am 6pm Chicago Time with 1 hour unpaid lunch
Job Overview:
The Training and Process Specialist will be responsible for developing and maintaining detailed internal processes and procedures for teams within the Managed IT Provider firm. This role will involve creating clear userfriendly documentation and process flows assisting clients in adapting to firm tools and conducting training and walkthrough sessions. A key focus will be identifying process inefficiencies suggesting improvements and ensuring data quality across internal and clientfacing systems. The individual in this role must be detailoriented proactive in addressing data quality issues and able to work collaboratively across teams to drive improvements.
Scope & Impact:
This position plays a pivotal role in ensuring the firm s internal teams operate efficiently and that clients are able to effectively utilize the firm s services and tools. The Training and Process Specialist will have direct impact on:
Client satisfaction by ensuring clients have the training and resources they need to interact with the firm effectively.
Internal operational efficiency through the development and optimization of processes procedures and documentation.
Data integrity and quality across systems leading to better service delivery and minimized errors.
Working Environment:
Collaboration with various internal teams and external clients requiring effective communication and problemsolving.
Opportunity for professional development including ongoing training on new tools technologies and best practices within the Managed IT Services industry.
Key Responsibilities:
Process & Procedure Documentation:
Develop write and maintain detailed standard operating procedures (SOPs) workflows and process documentation for internal teams (e.g. IT support customer service network management).
Create clear and concise procedures for clientfacing tools and services ensuring they are easy to understand and actionable.
Continuously review update and improve internal documentation to align with evolving processes and industry best practices.
Training & Client Onboarding:
Design and deliver training materials including guides video tutorials and stepbystep walkthroughs for clients to interact with the firm s tools and services.
Conduct live training sessions and webinars for clients to ensure they are wellversed in using the tools systems and processes provided by the firm.
Assist clients with troubleshooting or any toolrelated issues by offering guidance and best practices.
Provide internal training to employees on new processes tools or changes in procedure to ensure seamless integration into daily operations.
Collaboration & Process Improvement:
Work closely with existing teams (IT Support Project Management etc.) to identify gaps or inefficiencies in current processes tools and documentation.
Provide actionable recommendations to improve workflows enhance service delivery and streamline client interactions.
Actively monitor process adherence identifying areas where corrective actions are required and collaborate with teams to implement improvements.
Data Quality & Issue Resolution:
Analyze and identify data quality issues that may arise from client interactions or internal systems.
Provide feedback to teams regarding data discrepancies and assist with the implementation of corrective actions.
Maintain detailed records of issues progress and resolutions ensuring that data integrity is preserved.
Ensure that processes and procedures are designed with data quality in mind proactively identifying potential datarelated issues and mitigating them.
Reporting & Feedback:
Gather feedback from internal teams and clients to assess the effectiveness of training and process documentation.
Track and report on training outcomes ensuring that clients and internal teams are equipped with the knowledge needed to succeed.
Prepare reports on process improvements training effectiveness and client feedback to share with management.
Requirements
Education & Experience:
2 years of experience in process documentation training or a similar role preferably in an IT or Managed Services environment.
Experience working with SaaS tools or other IT systems used by both internal teams and clients is a plus.
Previous experience in a Managed IT Provider firm or similar industry is highly desirable but not required.
Skills & Competencies:
DetailOriented: Ability to carefully analyze data processes and documentation to identify areas for improvement.
Strong Writing Skills: Ability to write clear concise and accessible documentation guides and training materials.
Process Analysis: Strong ability to map and analyze workflows and processes identifying inefficiencies and recommending solutions.
Training & Communication: Excellent interpersonal and communication skills with the ability to present information clearly and effectively both in writing and in live sessions.
ProblemSolving: Demonstrated ability to troubleshoot and resolve issues related to processes tools or data quality.
Collaboration: Ability to work crossfunctionally with teams such as IT customer support and project management to drive process improvements and ensure consistent implementation.
Time Management: Strong organizational skills with the ability to manage multiple projects and deadlines effectively.
Technical Skills:
Proficiency in Microsoft Office Suite (Excel Word PowerPoint etc.) and Google Workspace (Docs Sheets etc.).
Familiarity with project management tools (e.g. HaloPSA) and documentation tools (e.g. ITGlue Hudu SharePoint).
Basic knowledge of IT infrastructure and managed services terminology (networking cloud services IT security etc.) is a plus.
Comfortable using learning management systems (LMS) or similar training platforms. (e.g. Trainual)
Independent Contractor Perks
- HMO Coverage for eligible locations
- Permanent work from home
- Immediate hiring
- Steady freelance job
ZR18490JOB
2+ years of experience in process documentation, training, or a similar role, preferably in an IT or Managed Services environment. Experience working with SaaS tools or other IT systems used by both internal teams and clients is a plus. Previous experience in a Managed IT Provider firm or similar industry is highly desirable but not required. Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, etc.) and Google Workspace (Docs, Sheets, etc.). Familiarity with project management tools (e.g., HaloPSA) and documentation tools (e.g., ITGlue, Hudu, SharePoint). Basic knowledge of IT infrastructure and managed services terminology (networking, cloud services, IT security, etc.) is a plus. Comfortable using learning management systems (LMS) or similar training platforms. (e.g. Trainual)
Education
2+ years of experience in process documentation, training, or a similar role, preferably in an IT or Managed Services environment.
Employment Type
Full Time
Company Industry
Key Skills
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