Training and Process Specialist (ZR_18490_JOB)

Mon-Friday 8am - 6pm Chicago Time with 1 hour unpaid lunch 

Job Overview:

The Training and Process Specialist will be responsible for developing and maintaining detailed internal processes and procedures for teams within the Managed IT Provider firm. This role will involve creating clear, user-friendly documentation and process flows, assisting clients in adapting to firm tools, and conducting training and walkthrough sessions. A key focus will be identifying process inefficiencies, suggesting improvements, and ensuring data quality across internal and client-facing systems. The individual in this role must be detail-oriented, proactive in addressing data quality issues, and able to work collaboratively across teams to drive improvements.

Scope & Impact:

This position plays a pivotal role in ensuring the firm’s internal teams operate efficiently and that clients are able to effectively utilize the firm’s services and tools. The Training and Process Specialist will have direct impact on:

 Client satisfaction by ensuring clients have the training and resources they need to interact with the firm effectively.

 Internal operational efficiency through the development and optimization of processes, procedures, and documentation.

 Data integrity and quality across systems, leading to better service delivery and minimized errors.

Working Environment:

 Collaboration with various internal teams and external clients, requiring effective communication and problem-solving.

 Opportunity for professional development, including ongoing training on new tools, technologies, and best practices within the Managed IT Services industry.

Key Responsibilities:

Process & Procedure Documentation:

 Develop, write, and maintain detailed standard operating procedures (SOPs), workflows, and process documentation for internal teams (e.g., IT support, customer service, network management).

 Create clear and concise procedures for client-facing tools and services, ensuring they are easy to understand and actionable.

 Continuously review, update, and improve internal documentation to align with evolving processes and industry best practices.

Training & Client Onboarding:

 Design and deliver training materials, including guides, video tutorials, and step-by-step walkthroughs for clients to interact with the firm’s tools and services.

 Conduct live training sessions and webinars for clients to ensure they are well-versed in using the tools, systems, and processes provided by the firm.

 Assist clients with troubleshooting or any tool-related issues by offering guidance and best practices.

 Provide internal training to employees on new processes, tools, or changes in procedure to ensure seamless integration into daily operations.

Collaboration & Process Improvement:

 Work closely with existing teams (IT, Support, Project Management, etc.) to identify gaps or inefficiencies in current processes, tools, and documentation.

 Provide actionable recommendations to improve workflows, enhance service delivery, and streamline client interactions.

 Actively monitor process adherence, identifying areas where corrective actions are required, and collaborate with teams to implement improvements.

Data Quality & Issue Resolution:

 Analyze and identify data quality issues that may arise from client interactions or internal systems.

 Provide feedback to teams regarding data discrepancies and assist with the implementation of corrective actions.

 Maintain detailed records of issues, progress, and resolutions, ensuring that data integrity is preserved.

 Ensure that processes and procedures are designed with data quality in mind, proactively identifying potential data-related issues and mitigating them.

Reporting & Feedback:

 Gather feedback from internal teams and clients to assess the effectiveness of training and process documentation.

 Track and report on training outcomes, ensuring that clients and internal teams are equipped with the knowledge needed to succeed.

 Prepare reports on process improvements, training effectiveness, and client feedback to share with management.

Education & Experience:

 2+ years of experience in process documentation, training, or a similar role, preferably in an IT or Managed Services environment.

 Experience working with SaaS tools or other IT systems used by both internal teams and clients is a plus.

 Previous experience in a Managed IT Provider firm or similar industry is highly desirable but not required.

Skills & Competencies:

 Detail-Oriented: Ability to carefully analyze data, processes, and documentation to identify areas for improvement.

 Strong Writing Skills: Ability to write clear, concise, and accessible documentation, guides, and training materials.

 Process Analysis: Strong ability to map and analyze workflows and processes, identifying inefficiencies and recommending solutions.

 Training & Communication: Excellent interpersonal and communication skills, with the ability to present information clearly and effectively, both in writing and in live sessions.

 Problem-Solving: Demonstrated ability to troubleshoot and resolve issues related to processes, tools, or data quality.

 Collaboration: Ability to work cross-functionally with teams such as IT, customer support, and project management to drive process improvements and ensure consistent implementation.

 Time Management: Strong organizational skills with the ability to manage multiple projects and deadlines effectively.

Technical Skills:

 Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, etc.) and Google Workspace (Docs, Sheets, etc.).

 Familiarity with project management tools (e.g., HaloPSA) and documentation tools (e.g., ITGlue, Hudu, SharePoint).

 Basic knowledge of IT infrastructure and managed services terminology (networking, cloud services, IT security, etc.) is a plus.

 Comfortable using learning management systems (LMS) or similar training platforms. (e.g. Trainual)

​

ZR_18490_JOB