IT Learning Coordinator - Information Technologist 4 (AESES)

If you are a systems “go to person” that everybody relies on for “how to” information and love to learn how to use new tools, then we want to hear from you! The University of Manitoba’s Information Services Technology Department is looking for an IT Learning Coordinator to help our UM community thrive in today’s digital world.

The incumbent's focus is to develop and deliver training to university administrative staff related to remote / virtual work practices and use of collaboration and other supportive technologies at the University of Manitoba

• Identifies, evaluates, develops end user training focused on virtual, remote and hybrid work.
• Engages and collaborates with content providers.
• Provides detailed direction and feedback to content providers and facilitator group.
• Develops and maintains technical resources used in workshop/training sessions and staff orientations
• Documents, creates university specific / tailored training for use of collaboration technologies such as Cisco WebEx, Zoom and Microsoft Teams in the university environment.
• Documents, creates university specific / tailored training for use of Microsoft 365 Apps in the university environment.
• Designs, develops, and documents processes for internal IST activities using collaboration technologies.
• Coordinates, delivers and facilitates staff workshop/training in partnership with co-facilitators on emerging and existing end user technologies.
• Produces resources for remote / virtual worker and collaboration technology workshops.
• Develops, organizes, and facilitates new staff orientations on the use of remote /virtual worker technologies.
• Receives escalations and provides intermediate support and end user specific options through consultations with colleagues.
• Identifies trends on remote / virtual worker and collaboration technologies and maintains awareness of end user impacting technical changes that may result in new training needs.
• Creates training documentation and trains junior staff on frontline training and support of the approved toolsets.
• Monitors service updates, identifies key issues and reports on Microsoft 365 KPIs established by the University's Microsoft 365 Governance.
• Researches, recommends and when possible implements training solutions to improve the efficiency of M365 services support.
• Regularly reviews current procedures for opportunities for improvements and provides recommendations to senior staff for implementation.

MINIMUM FORMAL EDUCATION/TRAINING REQUIRED:

• Bachelor's degree in a related discipline or equivalent combination of education and experience (i.e. 2-3 year diploma from a recognized community college technical program plus multiple certificates) is required.
• Training in Adult Education, Instructional Design, or Digital Education is preferred.
• Formal instructional design training is preferred.
• Demonstrated ongoing professional development is required.
• ITIL Foundations certification is preferred.

EXPERIENCE:

• Three years' experience working in end user support and course development within a post-secondary environment.
• Experience in session facilitation and online learning environments required.
• Experience with digital collaboration platforms, such as Teams, Zoom and Cisco WebEx is required.
• Proficient in the use of personal computers, including both Windows and Mac operating systems 
• Must have 1-year experience with end user Microsoft 365 applications including Teams, Outlook, Exchange, OneDrive, Bookings and core M365 Apps.
• An acceptable equivalent combination of education and experience may be considered

SKILLS & ABILITIES:

• Knowledge and understanding of industry best practice in adult learning and course development required.
• Must have advanced knowledge of end user Microsoft 365 applications including Teams, Outlook, Exchange, OneDrive, and core M365 Apps.
• Must have a strong foundational knowledge of current Windows and Apple operating systems.
• Must be able to work quickly and calmly under pressure and have a good deal of patience.
• Excellent customer service and interpersonal skills required.
• Strong collaboration and communication and documentation skills required.
• Must have experience managing small project and operational initiatives ensuring successful closure and client satisfaction.
• Demonstrated advanced workload organization and prioritization skills required.
• Demonstrated advanced teamwork/collaboration skills to effectively meet the unit's goals required.
• Demonstrated advanced skills in communicating clearly and concisely with all levels of personnel required.
• Demonstrated advanced analytical skills required.
• Ability to handle stress and varying workloads required. 
• Must exhibit excellent communication skills (both verbal and listening) to deal effectively with people who possess varying levels of computer skills. 
• Ability to interpret end users' technical requirements to match business needs with technology in a manner which is justifiable and adherent to standards required.
• Must be able to communicate clearly with differing levels of employees and management.
• Ability to analyze and diagnose computer problems correctly with time constraints required. 
• Must have a good command of the English language. 
• Must be able to work independently and in a team environment.
• Ability to lead small teams to complete operational objectives or small projects through to completion.
• Must be available to work evenings as well as occasional overtime as required.
• Must be available to work at both campuses and satellite locations.
• Must be able to work remotely when required.
• Satisfactory work record, including satisfactory attendance and punctuality, is required.