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Technical Trainer and Knowledge Management Specialist

Date posted: March 3, 2019

Department:

Benefits Administration

Description:

The Technical Trainer and Knowledge Management Specialist is responsible for designing, delivering, and implementing training and educational strategies for the Benefits Administration unit. Training includes work processes and procedures, software, websites, skill building/competency development, product knowledge, and customer service skills. This position is responsible for the management of the Benefits Administration knowledge base including writing and updating job aids and procedural documents. In addition, the trainer is an enterprise resource for delivering training related to Portico’s products.

Key Responsibilities:

Training Curriculum

  • Analyze learning needs by developing and launching multi-faceted needs assessment strategies
  • Consult with leadership, subject matter experts, and other stakeholders to identify learning and development gaps
  • Design, develop, and deliver enterprise-wide training when new products, systems, or procedures are introduced
  • Design curriculum using a variety materials, including instructor guide, participant guide, slides, flip charts, job aids, participatory exercises, and ancillary handouts
  • Utilize technology to create a successful learning environment
  • Deliver training using a variety of training modalities to reach varied learning styles, including lecture, discussion, small group break-out, case studies, exercises, role-plays, quizzes, and practice exercises
  • Work with manager and team leads to set annual, quarterly, and monthly training goals for the Benefits Administration department
  • Report learning assessment, training effectiveness, and progress toward learning objective
  • Update and revise curriculum to ensure content is current and continuously improving
  • Provide one-on-one coaching as appropriate and give progress updates to manager and team leads

Knowledge Base

  • Research, create, update, and manage internal knowledge base articles by working with leadership, subject matter experts, and other stakeholders
  • Co-define and co-oversee the knowledge management process with the department manager, including how information is captured, reviewed, modified, standardized, categorized, posted, maintained, accessed, and versioned
  • Proactively assess information needs and respond in a timely basis with complete and accurate information
  • Serve as the primary knowledge base contact for subject matter experts (SMEs). This includes maintaining a content update calendar that reflects an agreed-upon schedule of updates with SME stakeholders
  • Maintain knowledge base organization and architecture that is complete, easy to use, and intuitive
  • Stay on top of industry knowledge management trends, particularly best practices for enterprise knowledge sharing

Other

  • Understand and comply with Portico’s governance, risk, and compliance standards, including internal controls, regulatory compliance, and policy compliance

Qualifications:

  • Excellent presentation skills
  • Ability to quickly learn broad policies, understand plan documents, and apply specific business needs in a customer service environment
  • Capacity to develop and maintain personal knowledge and understanding of Portico’s products, services, and processes
  • Ability to organize and coordinate work within schedule constraints and handle developing requirements in a timely manner
  • Self-directed with the ability to deal well with ambiguity
  • Ability to monitor multiple complex training initiatives concurrently
  • Demonstrated understanding of:
    • assessment and evaluation methodologies
    • e-training and other presentation systems
    • process consultation and problem-solving
    • group facilitation and team management
  • Knowledge of adult learning principles and experience applying those principles in a business setting
  • Strong interpersonal, verbal, and written communication skills
  • Effective technical writing skills
  • Experience with Microsoft Excel, Word, PowerPoint, and SharePoint

Education

  • Bachelor’s degree, preferably in business management, human resources, education, or related field
  • Additional certifications in training a plus

Experience

  • 3 – 5 years of training experience that includes curriculum development and training delivery
  • Minimum 3 years of customer service experience