Training and Knowledge Management Lead

Training and Knowledge Management Lead

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the city delivers for New Yorkers in the 21st century. Follow us on social media @NYCOfficeof

Tech, and visit (Use the "Apply for this Job" box below). to learn more. The successful candidate will serve as a Training and Knowledge Management Lead reporting to the Customer Service Division. Responsibilities will include:

• Support the Training & Knowledge Management Manager in the development, coordination, and delivery of training and knowledge initiatives for Customer Support teams and OTI/Agency support teams through both in-person and virtual platforms;
• Serve as a lead resource and subject matter expert for training delivery, assisting with onboarding, coaching, and initial assessment activities for new Customer Support employees;
• Assist in promoting awareness, understanding, and adoption of IT Service Management (ITSM) processes, while identifying opportunities for process improvement and targeted training enhancements;
• Support the design, maintenance, and continuous improvement of training curriculum and Knowledge Management processes through regular assessments to:
• Align with industry best practices;
• Support the goals and objectives of the Customer Service Division;
• Improve operational effectiveness by identifying skill gaps and trends through Quality Assurance (QA) findings;
• Facilitate knowledge sharing initiatives that encourage collaboration and continuous learning across teams, including support for communities of practice, webinars, workshops, and internal documentation repositories;
• Create, review, submit, and publish Knowledge articles within the Service Now (SN) Knowledge Management System, coordinating with Subject Matter Experts to gather and validate required information;
• Assist in communicating updates and changes to Knowledge items to appropriate stakeholders and coordinate training activities related to those updates as needed;
• Support the ongoing quality, accuracy, and effectiveness of training and Knowledge content by ensuring materials are updated in a timely manner;
• Collaborate with OTI divisional support teams, agencies, process owners, and the Citywide Service Desk to support training and Knowledge Management objectives and promote engagement with support services;
• Maintain accurate records related to training activities, attendance, assessments, and Knowledge Management documentation;
• Provide guidance and day-to-day support to team members and stakeholders on training and Knowledge Management practices and procedures;
• Perform special projects and other related duties as assigned.