DESCRIPTION:
The World Wide Technical Services Center of Excellence is part of Client's WW Readiness and Customer Education (RACE) organization. The TS CoE team consults and prescribes pre-sales and post-sales technical enablement for our global Technical Services teams which include content and assets, maintaining accreditation and other solutions training programs, creating learning paths and other enablement designed to educate internal and partner individuals. The TS CoE also provides enablement to help Global Support successfully troubleshoot simple to complex customer scenarios and ensures that support is provided with timely enablement tied to product releases.
The goal of the TS CoE team is to simplify learning, making it easy for Client technical teams and partners to obtain the knowledge and skills they need to be more successful in selling, implementing, and Troubleshooting Client solutions.
We have a need for a Technical Enablement Consultant for our Global Support stakeholder. The ideal candidate is a self-starter with good written and verbal communication skills and an ability to learn complex, technical concepts. In addition, a successful candidate will have project/program management skills with an ability to support a larger team to identify needs, develop effective solutions, and assist managing projects through completion. A successful candidate will also be able to support multiple timelines and contrasting/conflicting priorities to ensure timely results. Strong interpersonal skills to work effectively with multiple internal key stakeholders and Technical Enablement Managers peers is mandatory. Development experience not required, but experience with SmartSheets/Excel and/or graphical/publishing development software is a plus.
The Technical Enablement Consultant will assist the Director - Technical Enablement of Global Support to design, develop and deliver the right strategy for Client enablement as well as drive key programs tied to business outcomes. This role also requires some expertise with analyzing data and presenting it in a consumable format to stakeholders.
Responsibilities
• Assist in the design, development, and execution of enablement programs for all individuals in Global Support
• Scope enablement requirements and recommend training programs that will help achieve the desired outcomes
• Source and recommend vendors based on the training objectives
• Coordinate with training vendors, onboard vendors and follow up for invoicing as needed
• Coordinate activities related to Racetrack implementation and collaborate with Client in maintaining the Racetrack curriculum
• Coordinate with Client COE Operations team for publishing of technical content to both Client and Support Partners
• Assist in reporting KPIs that measure formal training completion and adoption of learning programs
• Prepare enablement communication to the Domain Leaders and Larger Client Leadership Team as well as Support Partners (i.e. Newsletters)
• Build and nurture relationship with Client Leaders, BU Release Managers, WWRACE Technical Content Team, CLS, Client COE Operations, IT etc to successfully implement programs for the business
• Create and publish Quarterly Training Calendars for Client
• Partner with Training Champions (Enablement Council of Client) to successfully utilize training budget as well as optimize learner enrolment in classes/programs
• Establish consistent processes across GEOs and Domains
• Create and document processes
Requirements:
• Collaborative in nature, positive outlook, and attitude with the ability to be polite and professional in all forms of communications (written, spoken and telephone)
• Ability to work in a global team and understand multiple cultural perspectives
• Ability to synthesize complex information into simple to consume format
• Ability to create, design PowerPoint slide decks for leadership consumption
• Ability to successfully work in a diverse, high-paced team, use solid judgment and help create "client-ready" deliverables
• Ability to manage multiple tasks and projects
• Ability to work in dynamic work environments with limited supervision to deliver results
• Experience with reporting methodologies is a plus
• Analyzing audience needs and tying them to business requirements.
• Skills that are desirable but not essential
o Experience with SABA Learning Management Systems or equivalent LMS systems.
o Project management experience, preferably with large educational initiatives is desired (PMP certification a plus)
o Understanding of web applications and their architecture and design
o 4+ years of relevant Information Technology industry experience
o Prior experience developing technical training curriculum and materials
o Experience with Client products and solutions and/or enterprise mobility management.
