IT Learning & User Experience Specialist

The IT Learning and User Experience Specialist delivers on two critical user support functions: 1. the delivery of technical training and 2. the end-user experience as it relates to the firm’s technology portfolio. This position reports to the IT Manager – User Experience. Position can be located in San Diego or Los Angeles.

Responsibilities:

• Create, curate and deliver training on the firm’s systems and software applications, both current and planned, in a manner that is easy to understand and retain by a non-technical audience.
• Serve as a liaison between the IT department and user community in order to understand the end-user business practices and technical requirements and communicate those items to appropriate IT staff for evaluation and action.

Technical Training

• Conduct new hire training for each of the firm’s offices. Make recommendations for improving new hire sessions to be discussed with and adopted by the team.
• Maintain a positive outlook towards firm systems, policies, applications and all technology platforms when delivering training to instill a sense of confidence and security in those attending the session.
• Ensure that the best practices and procedures are successfully communicated to new and existing employees.
• Follow team procedures as they relate to training outlines and delivery, documentation standards, end-user engagement and new hire follow-up and all other processes as defined by the team.
• Develop, design, and deliver training sessions, presentations, and eLearning videos for new technology initiatives.
• Monitor effectiveness of various training efforts, including classroom training, printed and on-line reference materials and user support resources and recommend adjustments as needed.
• Coordinate and conduct just-in-time training when requested by end users.
• Customize classes for departments and individuals as requested.
• Be the subject matter expert in the Microsoft Office Suite, Learning Management Systems, iManage and other legal systems and applications. Have an awareness and basic understanding of department and practice specific applications.
• Conduct train-the-trainer and collaboration sessions with the team for new training offerings, adhering to team guidelines for curriculum, content and documentation.
• Create user-facing articles for the firm; modify vendor provided material as needed. Periodically review and revise existing articles to verify process and content are still valid.

User Experience

• Advocate for the end-user community by participating in each project phase (planning, design, testing, training, and support readiness) of firmwide technology initiatives. Pilot new technologies and recommend improvements prior to implementation. Evaluate the technology and recommend processes and workflows as they relate to the users.
• Review, develop and articulate requirements through a variety of information gathering methods such as, user interviews and system testing.
• Participate in the formation and execution of user experience methodologies including focus groups, customer interviews, journey mapping, user research and other customer engagement techniques at the direction of the IT Manager – User Experience.
• Recommend and define the change management approach appropriate for the end users when preparing for an upgrade to technologies and/or IT processes impacting end users. Change management includes but is not limited to communications, training, help desk and IT production support readiness and user-facing articles.
• Develop user adoption strategies for both current and planned technologies.
• Effective in working with technical teams to communicate end-user experiences regarding systems and applications with the intent to resolve issues and recommend improvements.
• Establish trust and develop a rapport with end users to foster a relationship of understanding, collaboration and inclusion between IT and the user community at large.

Other

• Partner with HelpDesk on IT initiatives by providing knowledge relevant to the production support of the technology.
• Assist with HelpDesk support when requested by acting as escalated support for firm applications and systems.
• Approximately 10% travel can be expected.
• Assume additional responsibilities as requested.
• This role requires 60% in-office presence; remote work is permissible 40% of the time.

Qualifications:

• Bachelor’s degree required.
• 4+ years of applications training experience in a professional services environment. Law firm experience highly recommended.
• Strong customer service orientation; interpersonal and soft skills a must.
• Excels in active listening with the intent to understand.
• Excellent presentation skills and a professional presence. Confidence in delivering technical content to an audience of varied skill levels and job titles.
• Solid knowledge and experience with Windows operating systems and the Microsoft Office Suite. Solid knowledge of iManage and legal applications a plus.
• Ability to engage effectively with diverse personalities. Work across legal and technical teams, geographies and user personas with understanding and efficiency.
• Ability to learn new applications quickly.
• Ability to develop advisory relationships with employees of the firm by demonstrating excellent oral and written communication skills and fundamental analytical skills.
• Demonstrated ability to design, develop and implement training programs, delivery methods and measurement tools to support the technology needs of our employees.
• Must have a proactive, professional and positive style and the ability to work with and collaborate with colleagues at all levels.
• Must be a self-starter and able to work efficiently and effectively.
• Proven ability to prioritize and execute tasks.
• Strong organizational and administrative skills.
• Excellent attention to detail and ability to execute through to completion.
• Creative problem-solving skills, reasoning ability, and logical thought process.
• Ability to work under pressure, prioritize competing demands, and meet various deadlines.
• Enthusiastic, proactive, and positive attitude.
• Ability to handle confidential matters with discretion.
• Must be self-motivated to produce quality work.
• High level of integrity and honesty.
• Ability to work independently and as part of a team.
• Flexibility to work overtime when necessary.

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