Training and Support Specialist - TechLink Systems, Inc.

Training and Support Specialist
(for Faculty Information System (FIS) Implementation Project)

Position Purpose: To support the successful rollout new faculty information system (Interfolio) by developing and providing end-user training, support and documentation. As an integral member of the project team, the person in this position will report to the project manager and work closely with the change readiness lead, functional lead, business solutions analyst and multiple subject matter experts to ensure the adoption, utilization and proficiency of new processes and systems by individuals involved in faculty administration activities including staff in the Office of the Dean of the Faculty (ODoF), faculty and staff in academic units, and potentially staff in administrative departments. This position is hybrid remote.

Responsibilities

Training Development and Facilitation (60%)

• Work with the functional and change readiness leads to design and implement a training plan to address the needs of the project and ongoing use of the faculty information system
• Develop and maintain training documentation which includes training documents, PowerPoint presentations, videos and other supporting materials
• Facilitate training for End Users
• Conduct both in-person and web-based training events for individuals and groups
• Schedule and coordinate training sessions with the project team to ensure required knowledge is learned by identified timelines
• Develop training schedules and manage registrations, locations, attendee confirmations, training evaluations and other related training logistics; maintain records of training activities
• Collaborate with the project team to enhance training offerings for various audiences
• Develop teaching aids, such as training handbooks, demonstration models, multimedia visual aids, computer tutorials and reference work while aligning materials with vendor-supplied resources

End User Support (35%)

• Work with the functional, change readiness, and technical leads to design and implement a user support plan and process to meet the needs of the project and ongoing use of the faculty information system
• Provide timely, post-implementation end-user support to answer questions and troubleshoot issues with processes and systems
• Demonstrate responsiveness and sense of urgency in all end-user interactions
• Utilize service management system (ServiceNow) for tracking receipt, assignment and resolution of end-user issues and requests
• Monitor the type and frequency of support requests to inform improvements to end user communications, training, support and documentation
• Work with the Functional Lead to design and implement procedural and support documentation standards across the team
• Work with subject matter experts to ensure all documentation is reviewed and kept up-to-date on a regular basis
• Maintain end-user documentation resources on appropriate websites or knowledge bases

Other (5%)

• Develop an understanding of ODoF processes and standard operating procedures
• Other duties, as assigned

Skills and Experience

Minimum qualifications:

• Bachelor s degree or equivalent professional experience
• Minimum 3 years experience of classroom facilitation of professional learning
• Minimum 2 years experience providing end user technology support (assist users with issues concerning the FIS system)
• Minimum 1 year of experience developing and maintaining end user procedural and support documentation
• Strong communication skills (written and verbal)
• Team player with strong interpersonal skills
• Experience in leveraging virtual training technology
• Proficiency with technology and systems; ability to quickly learn new systems and processes and effectively train adult learners on these topics
• Proven expertise using a variety of instructional methods, modalities and training techniques
• Adept with using MS Office apps
• Commitment to upholding the University s goals for diversity, equity and inclusivity

Preferred Qualifications:

• Experience working in higher education
• Relevant training, support or documentation certifications
• Experience with faculty information systems
• Experience using a learning management system such as Canvas or Blackboard
• Experience using a content management system such as Drupal

Notes:

Soft skills are extremely important for this role since this individual will be interfacing with faculty

Skills and experience for the role
Must Have

• Demonstrates professional maturity with strong, polished communication skills both in-person and in writing.
• 3+ years experience facilitating professional learning sessions
• 2+ years experience providing end user technology support
• Experience developing and maintaining end user procedural and support documentation
• Experience with Microsoft Office (Excel, PowerPoint, Word, and Teams)

Strong Preference

• Experience working in a higher education setting supporting faculty and staff
• Experience with faculty information systems
• Experience working with Interfolio

A Plus to Have

• Experience using a learning management system (e.g. Canvas or Blackboard)
• Experience using a content management system (e.g. Drupal)
• Experience creating video content (e.g. Articulate)