Training and Knowledge Management Manager

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the City delivers for New Yorkers in the 21st century. Watch our welcome video to see our work in action, follow us on social media NYCOfficeofTech, and visit oti.nyc.gov to learn more.

At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.

The successful candidate will serve as a Training and Knowledge Management Manager reporting to the Customer Support Unit under the Customer Service Division. Responsibilities will include:
- Serve as the subject matter expert to develop and deliver training and knowledge to the Customer Support teams and OTI/Agency support teams of our system when needed both in-person and virtual platforms. In addition, assists in the on-boarding, training, and initial assessment of new Customer Support employees;
- Promote awareness and agreement to the IT Service Management (ITSM) processes, evaluate and make recommended improvements for targeted training of said processes;
- Design, maintain, and update the existing training curriculum and Knowledge Management process based off regular assessments to:
o Align with industry best practice,
o Remain consistent with the goals of the Customer Service Division
o Effectiveness, identifying skill gaps and other through the QA process
- Knowledge Sharing Initiatives: Develop and implement strategies to promote knowledge sharing and collaboration among employees. Foster a culture of continuous learning by facilitating knowledge exchange platforms, such as communities of practice, webinars, workshops, and internal documentation repositories.
- Create, submit, approves Knowledge submissions, and publishes Knowledge articles in the ServiceNow (SN) Knowledge Management System when needed, obtains additional information and from principal Subject Matter Experts;
- Communicate all changes of Knowledge items to appropriate audiences and arranges for training of staff as needed;
- Accountable for the quality and effectiveness of Knowledge and Training contents by continuously improving and updating content in a timely manner;
- Liaises with the following groups but not limited to OTI divisional support teams, agencies, process owners, and the Citywide Service Desk advocating the overall goals and purpose in order to generate enthusiasm and excitement for the support being provided;
- Maintains accurate record keeping for training & related Knowledge topics;
- Perform special projects and other related duties as necessary.

HOURS/SHIFT
Day - Due to the necessary technical duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings.

WORK LOCATION
Brooklyn, NY

TO APPLY
Special Note: Taking and passing civil service exams are necessary to maintain employment with the City of New York. Please check the Department of Citywide Administrative Services (DCAS) website (http://www.nyc.gov/html/dcas/html/work/exam_monthly.shtml) for important exam filing information. Please ensure that you are either a permanent employee in the civil service title listed on this posting, or, that you file for the examination when there is an open filing period. For more information regarding the civil service process, please visit the DCAS website at: http://www.nyc.gov/html/dcas/html/work/work.shtml

* Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration

Please go to www.cityjobs/jobs/search and search for Job ID #771387

SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW
APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL

NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program.
Please indicate in your cover letter that you would like to be considered for the position under the 55-a program.

OTI participates in E-Verify

TELECOMMUNICATIONS MANAGER (NO - 8298A