Training & Service Readiness Specialist

SUMMARY

The Training and Service Readiness Specialist is responsible for supporting the Training and Service Readiness Lead in the service's end to end training. This includes identifying quality and service improvements as well as appropriate refresher and continuous training. This role is on-site working directly with our new and existing employees across the entire on-boarding life-cycle, equipment provision/setup and initial key client SOP Training. This new role will focus on Milestone onboarding, Specific Data Center Server Break Bix Operations, Team Structure & Functions, Systems setup/access & use and SOP/Best practice training. This requires the Training and Service Readiness Specialist to gain a deep and comprehensive understanding of the people, process, tools and environment across the Service. Our Training and Service Readiness Specialist will be a SME on all aspects of our drive handling and data security processes and will help drive a global culture aligned to thoughtful handling of sensitive data.

Individuals in this role consult with the SDE, SDM and ROM's, as well as the Client MPOC. The ability to communicate effectively with all employees at the Clients sites, Client Regional Mgrs. & FTE's, as well as work cross-functionally with many internal resources such as HR, Recruitment, Technical Resources, Development and Support teams is required.

RESPONSIBILITIES

• Understand and govern defined technical training curricula in support of an in-person and/or virtual classroom environment

• Train the staff in how to use systems, tools, equipment on our SOP's.

• Work closely with the Training and Service Lead and service leadership.

• Plan and coordinate training logistics and communication templates for large technical rollouts.

• Work with Operations Managers and Development Teams to understand the training needs of their community.

• Evangelize our drive handling and data security culture through communication and training

• Provide on and off-site support for Initial Service Go Live at new Data Centres prior to and during new Team Lead on-boarding.

• Provide outstanding service training experience and resolve training gaps for both new and existing employees of Milestone to ensure quality, safe and effective service operations

• Collaborate with Training and Service Readiness Lead to plan, build and maintain training curricula and certification exams.

• Formulate recommendations, present, and support for future training modules

• Assess gaps, perform root-cause analysis and suggest appropriate workarounds regarding operational and/or process/procedure misses

• Support development of digital content such as dashboards, videos, interactive content, etc. for a Learning Management system

• Provide feedback to the technical publications team on how to improve training courses, certifications, and digital content.

• Travel required up to 40%

KNOWLEDGE AND SKILL REQUIREMENTS:

• Curiosity and passion for learning

• Must have a Valid Driver's License

• Outstanding detail-oriented and organizational skills a must

• Works Well in an Agile and Scaling Environment

• Innovative problem-solving skills

• Background in Data Center Operations, ideally specific to break fix services

• Should have an exemplary customer service mindset, be highly motivated, and a team player.

• Ability to work effectively with individuals to identify solutions and manage competing or conflicting customer stakeholder requests

• Outstanding verbal and written communication skills a must with ability to deliver effective presentations and training covering complex information to audiences of all levels

• Experience in technical training, technical writing and/or technical leadership a plus

• Self-starter with demonstrated ability to work independently, be resourceful, and set priorities appropriately

• Proficient in Microsoft Office (Word, Excel, Outlook, Access, and Power Point)

• Available and able to travel