Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
This position is full-time and works approximately 40 hours per week.
Department Name/Job Location:
This position is in the Department of Washington University Information Technology - End User Services. This position is for the Danforth Campus.
The Training Specialist will be responsible for developing and delivering technical and non-technical training courses, via multiple methods, including in-person, online, and via other more progressive methods such as poster campaigns. This role is responsible for evaluating both technical and non-technical training needs and being knowledgeable about current business practices. The Training Specialist will create, deliver, maintain and continuously improve a training development plan complete with materials, tutorials, instructions, and learning resources such as online modules and printed self-study guides.
The ideal candidate will be a confident public speaker and a devoted educator who is up-to-date on the latest tools and resources needed to properly onboard WashU IT End User Services employees. The Training Specialist will also provide regular training, specifically those working on the Service Desk. This important role will have specific, measurable goals to improve employee training and performance while sustainably building competences in core, IT areas including but not limited to Information Technology Infrastructure Library (ITIL) topics. The Training Specialist will also be responsible for researching and selecting the best platform to deliver and utilize training materials and for helping coordinate teaching and learning efforts for the End User Services arm of WashU IT.
PRIMARY DUTIES AND RESPONSIBILITIES:
Planning, Development, and Delivery
Provides vision, creativity and strategy for the development of technical and non-technical educational content and supplemental learning aids and training support materials for WashU IT End User Services team
Partners with Executive End User Services leadership to develop specific, measurable learning objectives and goals for the team
Develops a regular training schedule to assess training needs for End User Services employees with regular communication about available and planned education resources and the location of training materials
Instructs WashU IT End User Services new hire onboarding and ongoing employee training
Conducts needs analysis, defines learning objectives, and designs course curriculum and training deliverables to meet objectives
Coordinates planning of training activities to meet specific objectives with pre-determined timelines as well as regular, ongoing training and staff development
Forecasts required time and resources to develop and deliver training, provides status reports, and follows established methodology
Develops and implements communication plans to support successful delivery of training with appropriate follow-up, including supplemental education materials and learning aids, to validate learning and to support sustainable results
Analysis, Design, Execution
Studies and develops a comprehensive understanding of technical and-non-technical training topics through consultation with subject matter experts, other trainers at peer organizations, and leadership
Acquires an in-depth knowledge in all phases of training and communication development (analysis, design, development, implementation and evaluation)
Develops, tests, implements, and presents training deliverables in multiple formats such as poster campaigns, case scenarios, simulations, e-learning courses, and other related support documentation, following established standards and methodology
Ensures training, communications and follow up to learning is successfully delivered as planned, including training/presentation delivery, material production, training room set-up and registration
Conducts effective communications with peers, staff, and subject matter experts with guidance from management
Conducts surveys and interviews to assess improvement opportunities for training and education, tracks registration for learning sessions, and maintains all appropriate documentation and metrics including a library of all training materials
Works with IT Service Managers post-deployment to provide resources and users with updates to functionality in service offerings.
Coordinates training with vendors as appropriate, customizing vendor training materials as necessary
Coaching and Consulting
Provides consultant services to WashU IT End User Services staff to further support the building of defined, core competencies
Offers at the elbow support or other individualized assistance to further bolster alignment with core competency building aligned with the objectives and goals of WashU IT End User Services
Measurement and Adaptability
Develops metrics and reporting to measure the success of training and associated educational materials
Reviews and monitors the effectiveness of training programs and communication plans
Implements continuous improvement plans for training
Performs other duties as assigned
Bachelor’s degree in Instructional Technology, Business, English, Communications, Education and a minimum of 6 years of experience analyzing business processes, applying instructional design methods and theories, developing training curricula, user documentation, and/or communications programs; or equivalent combination of experience, certification, and education.
Prior experience in higher education environments a plus.
Team Skills: Supports teammates at all times and in any way necessary to maintain a productive, energetic, efficient and dynamic WashU IT team. Communicates effectively and frequently both verbally and in writing with other members of the team. Collaborates with other teammates to provide assistance, and expertise, as well as to receive expert input and assistance from others delivering the best solution and experience for the customer.
Customer Service: Must possess an aptitude for patience, professionalism, tactfulness and empathy. Must be enthusiastic and committed to helping others and exhibit the ability to quickly assess the specific needs of the customer to determine an appropriate course of action. Must be able to quickly defuse stressful or anxious situations.
High attention to detail and exemplary proofreading skills.
Demonstrated ability to learn new software quickly and to understand technical information and communicate it to others using clear, concise, and user-friendly language.
Must be able to work independently and proactively.
Excellent organizational, analytical, and independent problem solving skills.
Ability to communicate effectively, both verbally and in writing.
Demonstrated successful performance with, giving presentations to both small and large audiences, and coordinating and completing multiple tasks within established and changing deadlines.
Ability to contribute and collaborate effectively as a leading member of a highly-functioning and productive team.
Demonstrated understanding of client relationship management, process mapping and improvement, project management, and production support.
Recognized within the organization as demonstrating expertise in instructional design methods and theories.
Proven ability to lead large scope project teams to meet customer expectations.
Demonstrated understanding of currently used web tools and coding.
Demonstrated advanced proficiency using word processing applications.
The hiring range for this position is $56,472 - $73,403 annually.
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. Current employees applying for a new position within the university may be subject to this requirement. The screenings will include a criminal background check and, as applicable for the position, other background checks, drug screen, employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.
The work is normally performed in the offices located across campus.
There will be activities that require trips to many University offices and offsite locations.
Internal Applicant Instruction:
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.