Job Overview
In this role, you will deliver training courses that are part of a defined curriculum to support a hyper-scale, global organization. The Technical Trainer/Writer assesses the training needs of our Employees and then develops the training curriculum that provides users with the necessary product (hardware and software) training in order to function well in their jobs. The Technical Trainer/Writer will be responsible for creating documentation to assist the team with communication, training, projects, organization, processes and procedures, and will also be expected to help with the creation of the Certification Exams, aimed at driving consistent adherence to processes across a geographically diverse organization.
How You Will Make a Difference:
• Lead the initiative to audit the current knowledge base systems and provide strategic recommendations for changes and improvements
• Write concise documentation including but not limited to the following: knowledge base processes, best practices, communications, and presentations
• Create and maintain internal site content for organization, content accuracy, and brand
• Maintain library for communications team's document control, team collaboration, and external socialization
• Write and simplify processes and procedures into understandable language, workflows, and instructions
• Participate in all aspects of documentation development from project planning through project release, including but not limited to developing, writing, editing, and publishing the content
• Look for operational efficiencies while documenting content and communicate areas of improvement within process to SMEs and managers
• Work collaboratively with various teams and disciplines to develop documentation that satisfies its intended purpose, within schedule and budget limitations
• Lead or assist with retention, file naming, and file storage initiatives
• Understand and apply context towards different content types, tailor content to best fit the audience, and apply critical thinking to ensure that content meets standards
• Maintain working knowledge of other industry-standard platforms
Create internal forms to collect information and kick-off internal tracking process for new project requests
• Deliver a defined technical training curriculum in an in-person and/or virtual classroom environment
• Work with the Management team and other cross-functional groups to build quality training courses
• Planning of training logistics and communication templates for large technical rollouts
• Work with the Operations Managers and Development Teams to understand the training needs of their community
• Onboard, train, and collaborate with contract IT Trainers and other technology vendors
• Collaborate with the Training Program Manager to plan, build, update the training curriculum and Certifications exams
• Build course materials such as slide decks, lab handouts, lecture manuals, assessments, and reference guides
• Support development of digital content such as videos, interactive content, etc., for a Learning Management system • Provide feedback to the technical publications team on how to improve the training courses, certifications, and digital content
• This is an onsite Position in Pleasanton, CA
What You Will Need to Succeed:
• Bachelor's degree required
• Minimum 5+ years of experience as a Content or Technical Specialist
• Minimum 3+ years of experience in Learning and Development
• Proficient in Google Suite of tools (Google docs, Google Sheets, etc.)
• Experience with ServiceNow which house Knowledge base content
• Proficient in AI Tools and utilizing them in the daily business operations
• Creative / Graphic Design experience • Editorial, copywriting, and/or analytics experience
• Effective communication, presentation, interpersonal, multi-tasking, and writing skills are required
• Ability to effectively collaborate and influence across multiple teams and stakeholders
• Should have a customer service mindset, be highly motivated, and a team player
• Ability to work independently and prioritize job responsibilities
• Relevant experience in computer sciences preferred
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Compensation
Estimated Pay Range: $35.00 - $46.00 USD
Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.
