Responsibilities

The IT Learning and Development Manager is responsible for providing courseware development and training on the Firm’s software applications and telephone system. They act as a project resource when directed and work closely with their peers to support the business.

Accountabilities:

• Provision of learning delivery to include new staff induction, workplace IT skills, productivity/efficiency skills, mobility support and document production automation learning and support
• Provision of courseware development to include learning needs analysis, bespoke development for tailored classes, project support and material development, development of business best practices and documentation and working practice/application use consultation and advice

Responsibilities:

• Provide virtual, classroom and one-on-one training, floor walking, labs and personal consulting sessions
• Develop learning courseware and end user documentation
• Ensure learning courseware and end user documentation is regularly reviewed and updated for continued accuracy
• Participate in a positive proactive working relationship between the Learning and Development team and the IT department and Innovation team.
• Update and manage all escalated tickets in accordance with local, regional and global customer services standards and processes
• Successfully meet timelines/budgets for assigned projects
• Act as a technology resource to the Firm for industry trends, technology implementations and change management issues
• Effectively and proactively identify and communicate operations and business risks to appropriate levels of management
• Other duties and projects as required.

Business Relationship Management:

• Provide high level of customer support 
• Provide visible floor support by conducting floor walking to increase business engagement where necessary.
• Attend user groups independently or with managers as required
• Performs other duties as assigned or required to meet Firm goals and objectives

Qualifications / Person Specification

Education/Training/Certifications:

• Bachelor’s degree. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job
   

Professional Experience:

• Training delivery/development experience
• Legal training experience a plus

Technical Skills:

• Proficiency in Microsoft Office products
• Advanced knowledge of Microsoft Office Suite in addition to other relevant legal applications
• Proficiency in a matter centric document management system.
• Knowledge of mobile devices (iPhone and Android)
• Experience delivering remote training using virtual meeting platforms
• Knowledge of telephone and voicemail systems
• Professional training qualifications/certifications preferred

Performance Traits:

• Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors
• Ability to work in a diverse team environment and effectively support the demanding needs of the Firm
• Must be a self-starter with a high level of initiative
• Strong customer service skills, able to anticipate needs and exercise independent judgment
• Ability to work well under own initiative and complete tasks without direct supervision
• Excellent customer service skills, e.g. helpful empathetic approach; handles difficult customers and situations in a calm professional manner
• Actively model desired work values and practices for others, including self-improvement, continuous learning and career development
• Ability to mentor and direct other team members to ensure completion of tasks