SummaryAs an IT Onboarding and Training Specialist, you will provide a best-in-class experience for our corporate and retail employees by owning and enhancing the onboarding process, creating and maintaining IT training documentation, and improving user IT experience engagement. You will streamline communications, manage change, and communicate the performance of the Service Delivery team's services to its partners.
Responsibilities- Optimize the on/off-boarding process to ensure an efficient, seamless, and positive experience for new employees and their hiring managers.
- Collaborate with HR, Retail Operations, and hiring managers to refine onboarding procedures and enhance the overall experience.
- Orchestrate IT, Central teams, or vendors across regions to scale as the organization grows.
- Develop, update, and manage SOPs and knowledge base articles.
- Host sessions for introducing new technologies and services.
- Document and provide training to end users in the use of Office365 products.
- Work with HR and Retail Operations to incorporate employee feedback and refine service delivery processes.
- Administer ServiceNow for the Americas region, prioritizing user-friendly enhancements.
- Provide occasional deskside or store support to employees when required.
- Develop user guides to promote self-service within the technological environment.
Requirements- Strong understanding of ITIL or other best practices frameworks.
- Proficiency in configuring and customizing ITSM platforms.
- Excellent troubleshooting and problem-solving skills.
- Strong communication and training skills.
- 5+ years of experience in the retail or hospitality industry.
- Excellent verbal and written communication skills to engage with IT peers, end users, and partners.
- Experience with O365 Tools and ServiceNow or similar enterprise ITSM platforms.
- History of successful project management and process improvement initiatives.
- Familiarity with change management and its application in IT services.
- Experience with flowchart and diagram software such as Microsoft Visio.
- Background in working with cross-functional teams and external vendors.
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