What are the responsibilities and job description for the Operations Training Specialist position at Amwins?
Operations Training Specialist – Amwins Client Services Team
Position Summary
The Training Specialist position is key to the implementation of our overall training strategy at Amwins. Understanding the business process and CST workflow is crucial to helping maintain our vast library of training resources.
Key Areas of Responsibility
Position Summary
The Training Specialist position is key to the implementation of our overall training strategy at Amwins. Understanding the business process and CST workflow is crucial to helping maintain our vast library of training resources.
Key Areas of Responsibility
- Create/maintain/update training materials for newly supported & existing processes or technology tools.
- Work with stakeholders (BPE, CST Senior Managers and CST Team Managers) to ensure process is documented in full detail and receive sign off from stakeholders prior to publishing.
- Process documentation – instructions, job aids & manuals.
- References, FAQs and workarounds.
- Process & philosophy video content.
- Manage content in all training and communication platforms (Amwins University Learning Center LMS, The Loop, Knowledge Base).
- Conduct regular content audits.
- Create training materials for facilitation (agenda, PPT, facilitator guide).
- Facilitate trainings (new processes or updates, new technology or updates, cross-training, refresher training).
- Partner with Vendor Management and fulfill requests for content creation and facilitation for offshore partners. (Patra & OIP).
- Manage project workflow using Azure.
- Attend weekly Training Team meetings to discuss projects, issues, etc.
- Manage SNOW requests (INC and SCTASK).
- Prioritize tasks received to ensure requests are completed in a timely manner.
- Work with stakeholders to ensure mutual understanding of needs and timeline for delivery.
- Participate in User Acceptance Testing (UAT) for CST.
- Attend meetings with development operations team to review upcoming changes to Amwins systems & processes.
- Conduct UAT in the UATD environments to ensure all changes are working properly.
- Provide feedback to development operations team of requested changes & issues discovered.
- Sign-off on behalf of training team for changes prior to development operations deployment to live environment.
- Update necessary training documentation based on UAT results.
- Catalog training updates for monthly overview/recap.
- Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
- Communicates Effectively: Developing and delivering multi-modal communications that convey a clear understanding of the unique needs of different audiences.
- Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
- Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Plans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational goals.
- Cultivates Innovation: Creating new and better ways for the organization to be successful.
- Bachelor’s degree is required or equivalent experience
- Experience with training facilitation and documentation management
- Advanced knowledge of Amlink and/or other internal systems
- Advanced knowledge of Microsoft Office 365
- Strong analytical ability
- Strong business writing skills
- Ability to solve complex problems
- Highly organized, self-motivated
- Ability to clearly communicate with the field
- Ability to adapt & learn new processes & systems
- Minimum of two years of experience with Amwins
