IT Learning Specialist

Location: Washington

The IT Learning Specialist, based in the Washington, D.C. office and under the direction of the IT Learning Manager, U.S., shall ensure that lawyers and business team employees receive training in the use of commercial and custom applications software. The IT Learning Specialist's goal is to ensure that firm personnel not only master necessary software features but can successfully apply them to work situations according to best practices and with the aim of achieving the highest possible levels of personal and team productivity.

The successful IT Learning Specialist will view his/her role as a mix of educator, instructor, best practices and productivity coach, skills assessor, and training material designer.

JOB DESCRIPTION

The IT Learning Specialist will have responsibility for ensuring that firm personnel receive comprehensive, effective, and timely training to enable them to productively use the systems and applications that the firm has developed, acquired, or customized. The IT Learning Specialist will also serve as a productivity coach, helping lawyers and business team employees identify and implement best practices for the use of software to fulfill individual or group needs.

Furthermore, the IT Learning Specialist will from time to time serve as a 2nd tier support resource to aid customers in finding the best ways to accomplish difficult or complex tasks that are beyond the scope of the firm's IT Service Delivery team members.

This position has primary training responsibility for all U.S. offices. The IT Learning Specialist will prepare and deliver training to personnel in all of the firm's offices, either through video conference, other distance learning methods, or by occasional travel.

The IT Learning Specialist will:

* Continuously advance his/her knowledge of and ability to
1) use Microsoft Office and the other software used by the firm;
2) use the software in specific law firm scenarios;
3) improve the application of technology or methods to deliver training in the most effective manner possible.

* Deliver instruction to the firm's personnel in the use of software applications developed or customized by the firm's IT department. Instruction will include virtual instructor-led training using Zoom or MS Teams, in-person classroom-based training, deskside training/support/coaching, preparation of reference guides, or creation/modification of slideshows/videos/animations. In most cases, the ability to properly train on custom applications will require the IT Learning Specialist to work with the development team and business process teams to adequately understand how the software supports the business and to incorporate business process information into software instruction.

* Plan, design, develop, and maintain:
Class training materials, reference guides, end-user documentation, frequently asked questions guides, online asynchronous and synchronous learning materials, and additional instructional or informative documents as required.

* Assist in developing and maintaining training curricula, course descriptions, class schedules, evaluation criteria, learning paths, and attendance records using the firm's learning management system.

* Work with the People team and department heads to plan and adapt training to the specific needs of business team professionals.

* Develop strategies to apply software features to specific individual and workgroup challenges to improve the work quality or increase productivity. Promote best practices among various end-user communities through outreach, communication, and direct assistance.

* Conduct floor support exercises involving scheduled presence in customer work areas to provide deskside training and coaching to individual customers.

* When the project phases demand implementation support, assist end users by helping resolve problems that require an advanced skill set

* Assist end users by helping resolve problems that require an advanced skill set (i.e., problems that cannot be handled by the firm's Service Desk team or the local User Support team).

* Educate other IT personnel to increase their knowledge of the products used at the firm and improve…