Role Purpose

The IT Services Enablement Specialist plays a crucial role in ensuring our production support and software development teams deliver exceptional service to our clients. This position is execution-focused and typically works on projects that are more limited in scope but support a larger program's success. This position requires strong organizational skills, communicates well at all levels, holds stakeholders accountable, and focuses on delivering on project-level goals to drive positive outcomes for our IT Services Delivery Team. 

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Key Responsibilities

These responsibilities may vary across the team but will include ownership in one or more of the following areas:

Learning & Development

• Deliver onboarding projects for new hires to accelerate their ramp-up time and ensure they are equipped with the necessary skills to deliver high-quality service. Training in this area includes tools/processes/standards as well as baseline product knowledge.
• Create, update, and deliver training projects in partnership with subject matter experts (SMEs) that are aligned with company strategies, service offerings, and best practices.
• Create, update, and deliver continuous learning programs for service delivery teams to learn about new/changed capabilities from the client as well as progress within the service delivery team based on experience and skills.
• Facilitate workshops, webinars, and hands-on training sessions as needed.
• Use surveys, assessments, and feedback to assess the effectiveness of training programs.

Knowledge Management

• Deliver projects for and provide oversight on procedures for creation and curation of centralized knowledge repositories (i.e., runbooks, wikis, etc.) for tools/process usage guides, technical procedures, troubleshooting guides, and best practices.
• Partner with client documentation and technical writing teams to ensure IT Service Delivery knowledge content meets the quality and style standards of the client organization.
• Support knowledge sharing initiatives and communities of practice that result in cross-functional collaboration, learning, and service delivery performance improvements.
• Use surveys, assessments, and feedback to assess the effectiveness of knowledge management projects.

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Quality & Process Improvement

• Deliver projects for and provide oversight on quality standard programs for production support and software engineering teams and focus on continuous improvement over time.
• Work closely with service delivery teams to monitor and maintain service quality, ensuring it meets or exceeds established benchmarks.
• Conduct thorough testing and inspection of services to identify issues and ensure compliance with quality standards.
• Deliver feedback/guidance to individual team members and managers as required to ensure improvements are made and feedback loops exist to improve quality processes over time.
• Use surveys, assessments, and feedback to assess the effectiveness of quality and process improvement programs.

Project Management, Stakeholder Engagement, Communication, and Collaboration

• For all of the above areas of responsibility, approach them with a project management mindset in support of larger programs. Each program can contain many projects which contribute to the success of the overall program over time.
• Leverage project management capabilities that drive accountability and precision of execution like project plans, stakeholder analyses, RAID logs, DACIs for decision-making, and RACIs for projects.
• Leverage stakeholder management and communication best practices to ensure projects ensure the delivery of exceptional service.
• Collaborate with service enablement and service delivery to identify gaps and opportunities to improve over time.

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Required Qualifications

• Education: A bachelor's degree in a relevant field such as Business, Education, Engineering, or Communications. Equivalent experience will also be considered.
• Experience: 3+ years of experience in training, quality assurance, enablement, project/program management, or transformation – ideally in a services or customer-facing role.
• Skills: Strong analytical skills, attention to detail, excellent facilitation, presentation, project management foundation, proficiency in Google Workspace, quality assurance methodologies, and tools.
• Desired Attributes: Problem-solving, adaptability, team player.