IT OCM Engagement & Trainer

美利坚合众国, 印地安那州, Indianapolis

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The  IT OCM Engagement & Trainer is responsible for developing strategies to deliver IT changes at the Indianapolis campus that minimize impact and maximize productivity for our customers and provide visibility of user-impacting IT changes across the Site in order to align delivery, timing and approach for the business. The IT OCM Engagement & Trainer develops the content and format of training materials, and delivery of those materials, for the Site IT Organization. Consults with local, regional, and global IT groups on content, format and development of training programs. Ensures Continuous Improvement in the training program according to DIA Site IT standards supporting the Indianapolis campus. The IT Trainer executes training programs for new and existing employees. Organizes and presents training sessions to groups or individuals, including scheduling, training material/media development, presentation and record keeping. Requires strong IT technical knowledge of Roche’s desktop computing environment, onsite environment and all associated processes. Has the skill and ability to develop and maintain relationships across departments to keep knowledge current.

A seasoned professional with wide-ranging experience.  Deals with diverse and often times complex issues, where analysis may require in-depth evaluation of many factors. Exercises judgment in evaluating methods and may determine criteria for obtaining solutions. May coordinate the activities of other employees. Networks with senior internal and external personnel in area of expertise as well as some key contacts outside area of expertise.

Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.

The Opportunity:

  • Fulfills end to end end-user communication strategy and execution (crafts communications, socializes, incorporates key stakeholder feedback and sends to end users)
  • Develop Site wide OCM strategy recommendations and offerings for upcoming IT changes to ensure Site is prepared for and adopts solutions
  • Partner with key business stakeholders on function-specific communication strategy for how business groups will be impacted and/or embrace large IT change
  • Create customer engagement strategy to align customer needs with current solution offering (e.g. channel mix: emails, booths, posters, digital signage, eNews announcements, and delivery type: (info sessions, booths, in person trainings, training videos, consultation, etc)
  • Build trustful and effective relationships and networks; promote teamwork, collaboration and sharing
  • Provide guidance to small IT project teams about how to communicate; reviews drafts and polishes communications as needed for clarity, simplicity, and adoption
  • Advise, assist, and craft communications for pilot launches of larger IT initiatives
  • Build trustful and effective relationships and networks; promote teamwork, collaboration and sharing
  • Partner with Technical Account Managers (TAMs) to develop a strategic view of IT projects across portfolios and knowledge of how they fit with business including decisions on rationalization
  • Share knowledge with TAMs to ensure impact assessments and communication strategies are aligned.
  • Meet regularly with service owners, PMO, Site IT, and project teams to learn about upcoming IT changes and share knowledge across portfolio; lead process to assess impact of changes and share results to ensure IT stakeholders including are prepared
  • Share IT changes coming with IT and business stakeholders (presentations, meetings, 1:1s, etc)
  • Advise on timing of solution deployment to align with key business cycles and other communications efforts
  • Manage resources executing OCM and customer engagement strategy
  • Site IT Employees:
  • Deliver global/common IT training for applications & tools shared across all 3 regions (Americas, EMEA, APAC)
  • Deliver IT training for local site applications
  • Welcome to Roche (WTR) for site IT Indianapolis - employees and contractors
  • Facilitate employee participation in classroom, self-study, and role shadowing
  • Campus and Field Employees
  • Deliver training for local & global business tools and applications
  • All training for site business/employees is communicated through Indianapolis eNews and the - employee can sign up for the class that works with their schedule
  • Participation via classroom or virtual training sessions
  • Alternative Workspace (AWS) training for end users moving into alternative workspace areas
  • New Roche Employees
  • Deliver global and local training for hardware, tools & applications.
  • Deliver Google application training
  • Facilitate employee participation via classroom and self-study
  • DIA Affiliate Employees:
  • Deliver global/common IT training for applications & tools shared across all 3 regions (Americas, EMEA, APAC)
  • Facilitate employee participation in classroom, self-study, and role shadowing
  • Trainer role project participation:
  • Create/provide input into the project plan/strategy
  • Develop training material
  • Train end-users
  • Support and Handover
  • Documentation and Reporting:
  • Create and update IT training documentation for the Indianapolis site and create/provide department metrics.
  • Metrics Reporting:
  • Site IT and End User training
  • SOP creation for Onsite Support & Printing & Mobile Device
  • KM document review
  • Welcome to Roche (WTR) IT training for RDC, RDO & RDCI
  • Monthly metrics for Printing, Onsite Support & Mobile Device

Who you are:

  • Associate degree or equivalent training, and specific knowledge and training in software applications or equivalent experience
  • 5+ years of experience within IT Desktop and/or Onsite support role(s), IT Training role or equivalent
  • 2 years of experience in Organizational Change Management and Communications strategies
  • Experience in technical and training principles, theories, and concepts in Information Technology
  • Strong customer service acumen and capability to drive end user satisfaction
  • Exceptional interpersonal communication and presentation skills
  • Strong understanding of managing metrics
  • General knowledge of other related disciplines
  • Strong experience and depth knowledge of in:
    • Windows and Mac desktop platforms
    • iOS devices
    • Enterprise application support
    • Google and Microsoft suite of applications

Preferred:

  • Complete understanding of technical and training principles, theories, and concepts in Information Technology
  • Strong experience and depth of knowledge of ServiceNow
  • Microsoft Certified Trainer certification for MCITP (680 and 685)
  • ITIL Foundations 3 certification

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信息技术、 信息技术 > IT Business Process Management, Consulting and Support