GCSD Enablement Specialist

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback – it is about flexibility, trust, and choice whenever possible. It’s been a journey of disruption that has yielded the best of our values. We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.

Our Approach to Work

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

Job Description

Global Customer Support Delivery, Enablement Specialist

Palo Alto Networks is looking for an Enablement Specialist to oversee and coordinate the onboarding and training programs for our Global Customer Support Delivery (GCSD) Organization.  The successful candidate will combine their knowledge of the support business and their expertise in the discipline of technical training. They must have knowledge of the Support business processes and a desire to help build the infrastructure to enable an Enterprise Class service and support organization. 

Responsibilities

• Assess the Support Organizations enablement needs and prioritize based on the needs of the business 
• Manage end to end enablement for the Support organization, from soft skills, process, systems, tools and technical training  
• Define and develop the right solutions for engineers, managers to address the business challenges
• Develop comprehensive training plans (e.g., resources, metrics, accountabilities, time frames, etc.) relative to all audiences
• Build out programs that support all geographies and champion execution in all regions 
• Lead and facilitate content development requirements with Subject Matter Experts (SMEs)
• Build engaging eLearning courses within the LMS using interactive components to reinforce learning objectives
• Effectively manage all aspects of the Enablement programs for which you have responsibility
• Evaluate the program(s) you manage and put in plans for continuous improvement
• Regularly meet with stakeholders to ensure the organization's needs are being met
• Manage quarterly training budget and vendor training request process
• Lead and facilitate vendor onboarding and maintain positive vendor relationships 

Qualifications

• Bachelor's degree in Business Administration or Information Technology is required or similar experience related to the position
• 5+ years experience in Program Management
• 3+ years experience working in an LMS
• Content development experience is a plus
• Fundamental understanding of training program development and management
• Content development experience within an LMS is highly desirable
• Self-motivated and detail oriented is a must
• Expert level in GSuite
• Experience working in High Technology Customer Support organizations is preferred
• Ability to work with a diverse group of people of different skills, backgrounds, organizations and management levels
• Excellent communication skills (verbal and written)
• Ability to work in a fast-paced environment a must
• Fluent in English