Training and Knowledge Management Consultant
The Judge Group Inc.


Job Info


Location: Salt Lake City, UT
Salary: DOE
Description: Our client is currently seeking a Training and Knowledge Management Consultant

Training and Knowledge Management Consultant

The goal of the Training and Knowledge Management Team is to increase the effectiveness of all Enterprise Technology Operations teams. In particular, we aim to lower the overall call volume to the Goldman Sachs Help Desk and increase the efficiency and effectiveness of the Client Services, AppBank Operations and Platform Services teams. We attain our goals through building and curating a self-help content management system, building and delivering focused trainings, collaborating with product owners to properly introduce new products to internal users, defining custom curriculums, and delivering an Introduction to GS Technology training all new joiners to the firm. Your role on this global team will be fluid as our efforts change based on the challenges presented to us.

We currently have two openings in Salt Lake City, UT and two in India (BLR or HYD). As we build out our Content Management team, these two roles will primarily be focused on the quality and accuracy of our knowledge base. The successful candidate will be able to curate the content, work with other teams to ensure the content that they create is clear and concise, work across the global team to "get the job done", help uplift the ability of team to create world class content, and be able to deliver training as needed.

HOW YOU WILL FULFILL YOUR POTENTIAL

•Assist with the management of the self-service help content which offers end-user documentation for workplace technology products and tools. You, along with the rest of the team, will review, publish, maintain, and curate the self-service content as technology needs evolve.

•Build and maintain relationships with product development groups and other content teams to foster collaboration and partnership in creating and publishing support content.

•Continually expand the breadth and depth of the TEUTR brand through marketing, ambassadorship, and subject matter expertise.

•Enhance the effectiveness of other ETO teams (ABO, PS, eBiz, MOCC, etc.) by evaluating needs, building team focused "university" content, and implementing innovative content techniques.

•Support the Help-Desk initiatives to uplift their content in RightAnswers.

Qualifications & Requirements:

  • SKILLS AND EXPERIENCE WE ARE LOOKING FOR
  • •Prior experience authoring, curating, and approving technology-based content.
  • •Prior experience with a KCS based Content Management System. RightAnswers preferred.
  • •Excellent command of the English language, both written and oral, with attention to detail; proofreading and visual layout skills a plus.
  • •Experience in writing and editing end-user documentation and writing training material for a technical audience.
  • •Ability to describe technical concepts and present them in a clear, professional, and concise manner in both oral and written forms.
  • •Organizational awareness and the ability to collaborate across different levels of the organization.
  • •Strong corporate presentation skills, with the ability to tailor the message to different audiences.
  • •Technical familiarity with desktop computing platforms; proficiency is a plus.
  • •An understanding of help desk workflows, including ticketing, call flow, and issue lifecycle is a plus.
  • •Able to drive multiple projects concurrently; often under tight deadlines.
  • •Ability to formalize and document processes into clear workflows for support teams to execute.
  • •Ability to coach other team members to help improve the team's overall written communication skill set.
  • •Experience as a technical support help desk agent or service center technician is a plus.
  • •Experience in Banking, Financial Sales and Trading is a plus.
  • •Proactive and self-motivated.
Contact: rmohiuddin@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com



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