Direct responsibilities include but are not limited to support of OCT workforce readiness, global project and best-known-method deployments, facilitation of global teams, management of global documentation and training, and support of WFD-related programs and applications.
You will utilize various methods, techniques, and tools to ensure documentation and training deliverables meet the business need. You will process documentation and training requests, conduct needs analyses, and meet with a diverse group of sponsors, key stakeholders, project managers, subject-matter-experts, and others to address required behavior changes. In this role, you may also conduct evaluation measures to determine the effectiveness of deliverables, and continuously improve processes, methods, and materials. Training, coaching, and offering expertise to other team members is a requirement. Instruction may be a responsibility based on requirements. A high degree of initiative and accountability is necessary to be successful in this challenging work environment.
Training and Documentation Support for Operations Central Team
- Partner with appropriate stakeholders to achieve organization workforce readiness
- Support Global documentation and training contents
- Collaborate to create and manage knowledge solutions
- Support and optimize programs, systems and processes
- Benchmark, share, and deploy best known methods
- Manage value add metrics and key performance indicators
- Provide instruction
- Conduct coaching
Analyze documentation and training needs and recommend appropriate interventions
- Plan and conduct needs analysis using accepted department processes and procedures
- Use approved business processes to conduct analysis (e.g. ADDIE FORM, Training and/or Doc Evaluator)
- Apply Organization change management practices when project scope and scale dictate
- Leverage data and comparing findings to project acceptance criteria
- Interpret the results and recommend intervention(s) or refer to a more appropriate service provider if appropriate
Design interventions
- Research the topic including internal and external sources for existing content, leverage if materials area available, compile information from subject-matter-experts for content and best delivery option
- Write the goal and learning objectives to SF Learning standards
- Plan sequential learning activities to accomplish each objective and overall goal
Develop interventions
- Select the best content and delivery options using WFD-related tools (e.g. Methods/Media Matrix)
- Verify that training and documentation will be maintained by the subject-matter-experts
- Develop instructional materials by applying adult learning theories and principles, and technical writing standards
- Create performance support materials as needed (e.g. instructor guides, QRCs, job aids, handouts)
- Create assessments that accurately verify completion of ALL objectives and goal
- Pilot (if able) the training intervention or documentation draft, collect feedback and make necessary adjustments
Implement interventions
- Create the implementation package (training management plan, schedule, communication plan, etc.)
- Administering and maintain courses, certifications, special learning events, profiles and assessments
- Administering implementation strategies for training programs and upcoming events
- Instructing or supporting learning event (e.g. instructor-led class, webcast, CBT, self-study document, etc.)
- Deploying global documents with associated workflows and global matrix rendering
Evaluate interventions
- Creating a pilot test and an on-going evaluation process for the appropriate level of evaluation (e.g. reaction, learning, application, and impact)
- Creating a system for communicating results of evaluation and review and update of material/ delivery options
- Coordinating the transition of a training and documentation intervention from pilot test evaluation to on-going evaluation of intervention effectiveness and adoption
Manage projects and programs
- Contributing to projects as a participant, leader and/or project manager
- Using approved and required OCT project management and business process tools
- Managing project and program documentation and training to OCT internal and global standards (e.g. ECN, PDR)
Serve as a liaison and coach
- Partnering with customers to provide performance consulting
- Representing the interests of the customer to OCT Training, Documentation, and Organization Change Management
- Coaching and/or mentoring others (e.g. career, development, and training interventions)
- Providing consulting and research in specific areas of expertise
- Building and sustain training and documentation vendor relationships
- Applying principles and techniques of effective cross-cultural communication
- Facilitate meetings and workshops
