Technology Trainer

3 weeks ago

Newcastle upon Tyne, United Kingdom Clifford Chance Full time

Job Description

**Job Overview**

As one of part of the team reporting into the Technology Learning and Development Manager, the Technology Learning and Development Specialist is responsible for delivering quality and efficient technology training and functional support to all users in Clifford Chance's UK offices.

The Technology trainer you will have knowledge and experience (or demonstrable experience of working in other large corporations such as Banking, Legal or Insurance) of working within Clifford Chance. You will understand legal systems and processes and be able to offer ideas and suggestions to improve our team processes and deliverables to provide excellent Technology Training.

**Who you will work with**

Working as part of the Regional Technology team; the Technology Learning and Development team are responsible for the delivery of IT Training and functional support for our region (UK). Technology Learning and Development deliver training for large
- and small-scale internal projects, business as usual support training, inductions and ad-hoc internal practice area and departmental training.

As the Firm moves to a multi device model, this support will combine focus on knowledge of our core business software and knowledge of the different devices that the software can be accessed from.

Whilst the team is based within the UK and predominantly UK focused, it is also responsible for helping to ensure consistency of training support to all users in Clifford Chance. To that end, some international support and potential travel is expected.

**What you will be responsible for**

**Training**
- Provide professional training delivery both in-person and remotely to our UK users (and occasionally our international colleagues)
- Create and deliver high quality training material which optimises the use of team time and resources
- Develop eLearning courses, videos and other online tools to provide short, self-help methods of supporting our users globally
- Take the trends and best practice from the consumer market (YouTube videos etc) and bring them in to the corporate environment.

**Practice Area support**
- Increase the functional knowledge of our users through a mix of eLearning and written material, Tech Bars, training and 1-2-1 desk-side visits
- Own, resolve and escalate ServiceNow calls, working with other resolution teams when necessary. Where calls need to be escalated to another team, ensure that ownership has been transferred
- Ensure that you continue to adapt to the ever changing face of technology, with users having services on many different hardware and software platforms

**Knowledge Management**
- Ensure that all knowledge is documented within the Knowledge Base

**Client Focus**
- Maximise face-to-face contact with your client in any interaction, whilst being mindful of the fact that we are working with typically time-starved clients
- Provide a high degree of initiative and a willingness to accept ownership of tasks, keeping the client's interests at the forefront of all activity
- Ensure that any issues are dealt with promptly and remediated appropriately

**What you will do**

**Operational**
- Working within our team of Trainers, you will be responsible for the delivery of Technology training to support: our business-as-usual requirements, managing and leading on small-and large-scale regional and global projects, inductions and occasionally ad-hoc practice area, departmental or 121 training requests
- Where Practice Area specific training is required, as a Specialist you will be expected to lead on this delivery
- You will support the team with administrative tasks as a result of working within a learning environment including adding / administering courses etc. within our Learning Management System, managing Rosters etc.
- Managing priorities and ensure you can multi-task in this fast paced and ever-changing environment
- Picking up tasks which others may not have capacity to do or need support to complete
- Being able to confidently lead on projects; encouraging participation from the wider team, managing communications and updates, keeping stakeholders informed
- Independently manage a variety of multiple workstreams and tasks to tight deadlines often with limited information but using your experience and business acumen to collate and present the required information
- Managing conflicting priorities and identifying requirements; being able to leverage resources to produce required outcomes
- Having the ability to compile stakeholder communications, using a wide range of vocabulary and accurate spelling and grammar. Being aware of our client's needs, requirements and expectations
- Being able to identify business requirements and queries which need to be discussed or escalated to the Technology Learning and Development Manager

**Team**
- Attendance at Team meetings
- Working together to support our business-as-usual requirements and managing our available resource
- Following

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