Integrated Service Center Enterprise Trainer
CACI International IncAbout the role
The Opportunity:
The Integrated Service Center Enterprise Trainer will ensure all new employees are issued functional position qualification training material pertaining to the position for which they were hired. Each Trainer will assist in the development of all qualification training material. This role requires effective customer service skills, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes. They must be capable of working with the Situational Awareness as a Service (SA SaaS) Team to assist in the development and maintenance of training materials pertaining to the use of the ServiceNow(HelpNow) Change, Event, Incident and Problem Management Modules and will be required to train all ISC personnel on the fundamental use of these tools. Ultimately, the ISC Enterprise Trainer will be responsible for training new ISC technicians and supporting experienced technicians to improve their overall performance, as necessary. Their duties will include creating training material, assisting in the development of Knowledge Articles, conducti ng training sessions, provide remedial training sessions, identifying skill gaps, and ensuring ISC personnel stay motivated.
Responsibilities:
Work with Functional Team Leads and SMEs to build new and updated training plans for all ISC technicians
Build and maintain productive relationships with Service Providers, Team members, and customers
Perform data analysis and reporting for issue and ISC technician(s) performance trends
Review customer satisfaction results and implement changes to the Training plan
Deliver high-quality training material for all Functional Teams within the ISC
Maintain and integrate the training plan based on new services provided by the ISC
Accept feedback from ISC personnel and Leadership and work to incorporate changes into the training plan
Direct one-on-one training to ISC technicians and each Functional Team, as required
Provide auditing for all tickets related to overall quality, adherence to KBs, utilization of call templates, gaps in Knowledge, as necessary
Assist in the creation of ServiceNow dashboards and the utilization of the Coaching module in ServiceNow to track training for each ISC technician
Qualifications:
Required:
Active TS/SCI with a Poly required
2+ years of IT Service Operations Experience
2+ years of IT Service Management Technical Training Curriculum Development
1-2 years of experience with ServiceNow
Excellent written and verbal communication skills
Excellent customer service skills
Experience with process creation, process improvement, and process implementation
Ability to coordinate, analyze, observe, and meet deadlines in a detail-oriented manner
Instructional proficiency with excellent knowledge of modern training methods and tools
Exception time management skills and is a critical thinker
Ability to work independently and in a Team environment, as required
Ability to provide attention to all trainees and existing ISC technicians
Working knowledge of network operations and IT services
Desired:
CompTia A+
CompTia Server+
CompTia Network+
ITIL v4 Foundations
Training Certifications
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What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a uni
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