Training and Knowledge Management Analyst, New York City Human Resources Administration
| The New York City Human Resources
Administration (HRA), one of the nation’s largest social service
agencies, is recruiting for a dynamic individual to serve as the
Training and Knowledge Management Analyst for the agencies main call
center Infoline.
This is a full time position with the salary range $ 56,937.00 – $ 88,649.00 (Annual) Aligning with the overall HRA and Infoline call center strategy, this position is responsible for sustaining the knowledge management agenda within Infoline, ensuring leading practices in the creation, collection, storage, use, and sharing of content necessary to provide a positive caller experience for Infoline’s clients. This role also includes responsibility for Infoline’s training program, spanning from the identification of the training requirements, through to the coordination of the development and delivery of the training. This position reports directly to the call center director. The Training and Knowledge Management Analyst will: • Design and improve processes for the creation, collection, storage, use, and sharing of content including templates and training materials. • Work closely with the Quality Assurance Analyst and call center management, develop, facilitate and deliver the Infoline training program. • Promote knowledge management leading practices. • Develop and implement an end-to-end process for the capture, storage, and retrieval and protection of content, including the day-to-day management of the Knowledge Base. • Enable the sharing of knowledge across the organization through the creation of networks, insight sharing meetings, tools and other forms of collaboration. • Conduct training needs assessments. • Advise on methods and formats to produce and deliver effective and impactful learning. • Propose, review and engage internal and external training resources. • Maintain appropriate training resources and tools, such as presentations, recordings, user guides and trainer materials. • Organize the logistics and delivery of training sessions. • Capture participant feedback for continuous improvement. |
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| Minimum Qual Requirements |
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| 1. A master’s degree from an accredited
college in economics, finance, accounting, business or public
administration, human resources management, management science,
operations research, organizational behavior, industrial psychology,
statistics, personnel administration, labor relations, psychology,
sociology, human resources development, political science, urban studies
or a closely related field, and two years of satisfactory full-time
professional experience in one or a combination of the following:
working with the budget of a large public or private concern in budget
administration, accounting, economic or financial administration, or
fiscal or economic research; in management or methods analysis,
operations research, organizational research or program evaluation; in
personnel or public administration, recruitment, position
classification, personnel relations, employee benefits, staff
development, employment program planning/administration, labor market
research, economic planning, social services program
planning/evaluation, or fiscal management; or in a related area. 18
months of this experience must have been in an executive, managerial,
administrative or supervisory capacity. Supervision must have included
supervising staff performing professional work in the areas described
above; or 2. A baccalaureate degree from an accredited college and four years of professional experience in the areas described in “1″ above, including the 18 months of executive, managerial, administrative or supervisory experience, as described in “1″ above. |
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| Preferred Skills |
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| • Bachelor’s degree and at least 2 – 3 years of experience within Training and Knowledge/Information Management and supporting toolsets. • Experience in implementation of call center knowledge and information management strategies and practices. • Experience in the creation, coordination and delivery of call center training programs. • Evidence of delivering business projects on time, on budget, and with high quality standards. • Excellent organizational and documentation skills. • Excellent inter-personal, facilitation, written and verbal communication skills. • Computer skills and knowledge of relevant software applications including database management, content and document creation management, project management, word processing, spreadsheets, etc. |
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