General Information
| Job Description | TRAINER 3 | Working Title | Systems Trainer & Improvement Specialist |
|---|---|---|---|
| Job Code | 004163 | Grade | 21 |
| Department Name | SOM Finance & Administration - D02013 | Department Head | Maria Aldana |
| Supervisor | Shellee Kreuter | Effective Date |
Position(s) Directly Supervised
| Job Code | Title | FTE |
|---|
Generic Scope
| Experienced professional who knows how to apply theory and put it into practice with in-depth understanding of the professional field; independently performs the full range of responsibilities within the function; possesses broad job knowledge; analyzes problems/issues of diverse scope and determines solutions. |
Custom Scope
| Uses skills as a seasoned, experienced training and development professional to resolve a wide range of training issues and needs assessments. Develops new training programs, and works on complex training courses of diverse scope. Demonstrates good judgment in selecting methods and techniques for delivering training and development programs. |
Department Custom Scope
| Executes and analyzes quality plan and management mechanisms and monitors center delivery quality to enhance customer satisfaction and service experience. Collaborates with training resources to develop a regular outreach schedule to the SOM to mitigate changes of financial & applications restructures with IMPACT23. Involves managing the performance, quality and traffic operations for a service center. Monitors the application of the traffic function, including policy and procedures, operating structure, and information flow. Responsible for forming recommendations to a team in achieving maximum efficiency of productivity for the department. Recommends solutions for monitoring performance and ensuring quality. The incumbent will independently research, formulate and present data analysis, reports and recommendations to management both orally and in writing. The specialist must be able to work under the pressure of constantly changing priorities, unanticipated urgent demands, and multiple tasks. |
Education & Experience Requirements
Education Requirements
| Degree | Requirement |
|---|---|
| Bachelor's degree in related area and/or equivalent experience/training. | Required |
Experience Requirements
| Experience | Requirement |
|---|---|
| 4 - 7 years of related experience. | Required |
| Experience building training for Oracle Cloud Financials. | Preferred |
License Requirements
Certification Requirements
| Certification | Requirement |
|---|
Educational Condition Requirements
| Condition | Requirement |
|---|
Key Responsibilities
| Description | % Time |
|---|---|
Develops new training programs and courses in response to organization's training needs.
|
30 |
Applies professional training and development skills to resolve and address a wide range of training issues and needs assessments.
|
15 |
| Applies professional concepts to perform organizational studies or analysis to understand past performance and determine present and future performance and/or resource allocations. Collects contact center activity data and recommends improvements to systems, processes and procedures to increase productivity. Monitors the performance measurement system, service level agreements (SLA) and key performance indicators (KPI). Independently researches, formulates and presents data analysis, reports and recommendations to management both orally and in writing. Monitors the application of the traffic function, including policy and procedures, operating structure, and information flow. Responsible for forming recommendations to a team in achieving maximum efficiency of productivity for the department. Recommends solutions for monitoring performance and ensuring quality. | 15 |
| Provides support to improve teaching and learning outcomes. | 10 |
Conducts needs analysis and evaluates effectiveness of training programs.
|
10 |
Works in a collaborative manner with others in a diverse environment and at all levels in the organization to prioritize work assignments, conduct analysis and develop recommendations.
|
10 |
| Applies project and program management practices. | 5 |
| Other duties as assigned. | 5 |
Knowledge, Skills & Abilities
| Knowledge/Skill/Ability | Requirement |
|---|---|
| Thorough analytical skills to conduct analysis and develop recommendations, demonstrating organization and problem-solving skills. | Required |
| Strong skills to conduct needs assessment and development of new training courses to meet organizational needs. | Required |
| Thorough knowledge of current training programs and trends. | Required |
| Strong analytical, verbal, written and interpersonal communication skills and strong presentation skills. | Required |
| Strong skills in planning, resourcing and monitoring effective delivery of training. | Required |
| Thorough knowledge of training and development, performance management and workplace learning. Ability to apply knowledge to achieve successful organizational outcomes. | Required |
| Thorough knowledge of functional area and understands how work may impact other areas. | Required |
| Thorough knowledge of organizational policies and procedures. | Required |
| Thorough knowledge and skills with relevant business software systems; i.e., Word, Excel, Access, PowerPoint. | Required |
| Thorough knowledge of applying adult learning theories and education methodologies. | Required |
| Strong project management, planning, execution, identifying complex problems and related information to develop and evaluate options. | Required |
| Ability to handle conflict management and influence and negotiate with stakeholders. | Required |
| Thorough knowledge of delivering training programs and thorough knowledge of other areas of human resources. | Preferred |
Special Requirements & Conditions
| Special Condition | Requirement |
|---|
Other Special Requirements & Conditions
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Level of Supervision Received
| General Supervision |
Environment
Working Environment
| UC Intellicenter |
Other Requirements
Items Used
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Physical Requirements
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Mental Requirements
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Environmental Requirements
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Critical Position
| Is Critical Position: Yes |