IT Trainer + Change Controls & Release Management Support

#9606025
IT Service Solution Specialist (SSS)
  1. IT Training – ideally with some Salesforce.com or other corporate software training experience - performing IT systems training for internal end-users of an international consulting/professional services company. 
  2. Support IT change management process - work with developers to prepare for system releases by creating Japanese & English training materials, technical documentation, etc.
 
The IT Service Solution Specialist (SSS) is responsible to fulfill our client's educational and development needs related to end user IT service solutions.
  • Work with the business, IT Infrastructure, End User Computing and Business Applications teams to identify requirements for training.
  • Interact with end users to clarify their IT training needs and identify delivery methods most effective for the retention of knowledge
  • Develop end user training materials for IT services
  • Coordinate with external parties for the delivery of training
  • Manage the IT Service Solution Training schedule
  • Deliver training to internal users in an effective and timely manner as needed
  • Conduct surveys or other feedback methods to measure the effectiveness of training

The SSS will also play an essential role in the change controls and release management process.
  • Ensure all technical documentation for a change or release is available before a change is executed.
  • Ensure training materials are created and available to end users prior to a change being executed.
  • Coordinate all communications regarding IT to the end user community
  • Distribute new user IT starter package and provide initial user IT orientation.
  • Work with colleagues on common processes and tools. Provide input on processes and tools improvement, especially in relation to local and regional variations.
  • Contribute to IT projects as needed and as coordinated by the assigned project manager.

EDUCATION/EXPERIENCE:
  • At least three years of working experience, ideally with experience in IT Services Training or learning and Development or similar role.
  • Salesforce.com knowledge highly desirable.
  • IT / Technical education background.
  • Training / instructor certifications desirable.
  • Previous experience working in a global IT team highly desirable.

COMPETENCIES:
  • Bilingual English and Japanese. Professional level written and oral communication skills in Japanese and English. Other languages used in the Asia region helpful.
  • Good interpersonal skills to effectively gather / negotiate end user needs and translate them into practical training solutions.
  • Professional and customer focused attitude with strong customer service skills.
  • Able to work independently, be self-planning and take the initiative to solve conflicts/issues, be persistent and meet commitments.
  • Structured approach, precision and attention to detail.
  • Capable of managing multiple tasks at once and meeting commitments; positive attitude even in stressful situations.
  • Strong sensitivity for cultural differences and significant global acumen.
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