Technical Instruction Designer
Western & Southern Life

Cincinnati, Ohio

Posted in Insurance


This job has expired.

Job Info


Overview

Summary of Responsibilities:

The EEP Knowledge & Training Program Consultant for the Enterprise Engagement Platform (EEP) is responsible for designing, configuring, approving, updating and maintaining the information contained in Salesforce Knowledge, a centralized knowledge database. Facilitate the gathering of critical knowledge from manuals, training materials, and subject matter experts (SMEs) across impacted Business Units. Responsible for configuring, maintaining, and enhancing the administration of WalkMe, a tool that enables users to gain real-time Salesforce system support and reduces dependency on the EEP Success Specialist Team. This role acts as a liaison between Human Resources, Shared Services, and Business Units to support the effective use of the EEP platform. This is a consultative role responsible for designing and delivering a successful knowledge management (KM) and training program to increase adoption and remove barriers to effectively use EEP. The ideal candidate is a lifelong learner who quickly grasps new information and uses their expertise in instructional design and communication to build learners' skills through holistic training methods that includes the integration of KM. Additionally, the candidate has a disciplined approach to information and KM methodologies and is able to partner with internal SMEs to deliver relevant content to associates at varying levels of responsibility. The incumbent works with minimal supervision and independently makes a broad range of critical decisions, escalating when appropriate.
Responsibilities

Position Responsibilities:

  • Creates and manages all aspects of services for the EEP KM system, WalkMe and Salesforce training program. Oversees these programs for Salesforce in partnership with the EEP Strategy & Operations teams and business areas, supporting both strategic and operational needs. Adjusts programs to meet changing needs and priorities. Supports the design and implementation of evaluation efforts, measurement, metrics, and reporting for audiences across the Enterprise. Formulates the strategy for and coordination of the ongoing review of existing knowledge articles to ensure the accuracy and reliability of the information in the KM solution. Leverages industry best practices and implements a continuous improvement mindset to drive ongoing enhancements and value.
  • Develops, manages and coordinates all aspects of the KM system including structure, strategies, taxonomy and related processes to collate knowledge of business processes to support multiple lines of business and shared service teams. This includes configuration of the KM component of Salesforce.
  • Conducts needs assessment to effectively identify training requirements and skill needs. As a result of identifying needs, designs, develops, and delivers knowledge and training solutions to meet user needs. This may include the development of personas and learning journeys as capability releases are deployed. Solution development is done in partnership with business unit SMEs to create and maintain a knowledge base and training programs that drive business, customer and associate value.
  • Conducts and delivers training using live instructor-led training, live virtual training sessions, workshops, job aids and other methods as required. Develops content as needed using authoring tools such as Articulate 360, WalkMe and Rollio to create online content. Maintains and enhances training library within LMS.
  • Serves as project lead for KM and training initiatives, including creating project plans, schedules, milestones, testing and quality gates.
  • Develops strong cross-functional partnerships with Human Resources, Shared Services and Business Units to ensure the design, development and implementation of strategic initiatives align with W&S culture, mission and vision and meet organizational needs. Effectively networks with key internal stakeholders to influence positive changes to how knowledge and development is managed and leveraged in the organization.
  • Stays aware of trends for KM, Talent Development Human Resources and Financial Services industries. Regularly shares key learnings with KM Lead, Stakeholders and HR partners and applies best practices.
  • Ensures all processes, practices and program comply with all Company policies, and federal, state and local laws and regulations regarding recruiting and other employment practices. Partners with Human Resources, Compliance and Legal departments as appropriate.
Qualifications

Selection Criteria:
  • Three or more years related experience in Knowledge Management, Information Systems, Learning and Development, Project Management, Finance, Operations, Communications, or a related function.
  • Demonstrated ability to conduct presentations in a logical manner that effectively and concisely communicate key points. Uses appropriate grammar, pronunciation, pace and tone consistent with audience and content. Creates a productive learning environment for participants, is able to successfully overcome participants' objections and manage sessions in a productive manner.
  • Proven excellent verbal and written communication skills with the ability to convey information to internal and external customers in a clear, focused and concise manner. Proven ability to write and speak in a manner that effectively transfers information and understanding to others. Demonstrated strong listening skills to understand stakeholders' information and knowledge needs.
  • Demonstrated ability to assess needs and leverage insights to design, test, deliver and implement effective knowledge, content and training solutions.
  • Demonstrated understanding of KM lifecycle or ability to learn how to introduce best practices to promote a knowledge-sharing culture.
  • Proven knowledge of and experience using training program development and evaluation, adult-learning theory and instruction design methods, either formal or informal.
  • Demonstrated understanding and application of change management methods, concepts and strategies.
  • Proven ability to coordinate or implement operational systems and processes effectively, displaying a continuous improvement mindset.
  • Proven proficiency with technology including databases and related tools including the ability to learn system configuration.
  • Demonstrated ability to consolidate and report data into stories.
  • Proven ability to effectively collaborate, partner and influence cross-functionally to achieve program and project objectives.
  • Proven ability to coordinate multiple projects simultaneously. Demonstrated strong attention to detail with excellent organization and project management skills to include the identification of key stakeholders, development and implementation of a plan. Displays organization and time management/methods used to manage or prioritize workload demands.
  • Proven proficiency in information systems, content management, library sciences or related field a plus.
Work Setting:
  • This position works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings. Position requires substantial movement of wrists, hands and fingers for continuous computer work.
Educational Requirements:
  • Bachelor's degree required.
Computer Skills and Knowledge of Hardware & Software Required:
  • Proficient in Microsoft Office Suite.
  • SalesForce or similar CRM platform a plus but not required.
  • Experience working learning management systems and/or knowledge management systems.
  • Web conferencing, SharePoint and Tableau a plus.
Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):
  • None.
Position Demands:
  • Extended hours required during peak workloads or special projects.
  • Occasional travel as needed.


This job has expired.

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