IT Trainer

Key Responsibilities and Accountabilities

1. Participate in an annual review of Training Strategy to determine and agree overall training strategy, targets and staffing levels.
2. To provide training for key Applications for use in all business units in the Group. The key business applications currently used by the group are:

o Northgate Housing

o MS Dynamics CRM

o Netcall e-Intranet (EDM)

o Deeplake Communication Manager

o Capita Integra P2P

o Interact intranet

o Sun Accounts

o Websites

1. Lead the planning, management and delivery of the IT training programme, including maintaining a training calendar and arranging venues and course materials:

1. Develop and maintain training materials including manuals (including on-line material) to support the portfolio of IT training courses.
2. Work within the training budget and where appropriate participate in setting and maintaining future training budgets
3. Provide ad-hoc training and advice to users and management
4. Develop and maintain an evaluation of IT training, ensuring that learning objectives are specific, measurable, appropriate, relevant and timely and agreed with managers and users and that there is a measure of effective transfer of learning to the workplace.
5. Manage the work plans of any contractors and consultants allocated to the training team.
6. Carry out annual Training Needs Analysis for all IT staff ahead of budget setting.

1. Produce statistical reports and ad hoc management reports for IT training.
2. Manage training services provided by software houses, maintenance companies and all external training providers used by the group to ensure that the groups training courses are developed and delivered to the appropriate standard
3. Perform regular audits of all third party training to ensure it meets the needs of the group and recommend and implement changes to vendors as agreed
4. Maintain professional knowledge and skills and ensure these are up to date.
5. Participate in and provide guidance, and where agreed resourcing, to IT projects.
6. Monthly reporting summarising the work of the IT training group including trends, problems, achievements and recommended improvements with relevance to IT and the business. Develop and maintain the Service Level Agreements for Training to the Group Members and any associated KPIs and produce reports on performance against these as necessary.

Standard Responsibilities

• Adopt and comply with our values, policies and procedures, and regulatory frameworks including:
• Code of Conduct
• Health & Safety
• Data Protection, privacy and use of IT resources
• Regulatory standards and probity
• Risks and internal controls framework
• Organisational policies and procedures
• Equality and diversity

Person Specification

Education

§ Bachelors Degree or equivalent relevant experience, Computer Science or related field preferred

§ Current qualification in IT training provision preferred

§ Current qualification in ITIL v3 Foundation preferred

Knowledge and Skills Required

§ Solid understanding of housing management processes and ability to balance customer needs with business goals in supporting systems

§ Proven ability to analyse complex problems

§ Ability to learn and adhere to strict IT change controls

§ Ability to work unsupervised and within a Team

§ Ability to train colleagues in Application Service related tasks

§ Basic knowledge of Microsoft Active Directory

§ Basic Windows Server 2003 and 2008 performance troubleshooting skills

§ Basic understanding of VMWare and Citrix environments

§ Exceptional communication and interpersonal skills

§ Good knowledge of the social housing sector and housing management systems, such as Netcall EDM, MS Dynamics CRM, Northgate Housing, P2P and Deeplake Communication Manager

§ Good Business understanding or ability to work with business users and maintain healthy working relationships
 

Experience Required

§ Demonstrable experience working as an IT trainer in a busy IT environment

§ Broad IT knowledge and experience gained in the social housing sector