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Training and Knowledge Management Manager

City of New YorkNew York City
On-site Full-time

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Experience Level

Experience

Qualifications

1. A bachelor's degree from an accredited college, including or supplemented by 24 credits in voice and/or data telecommunications or a related field, accompanied by four years of relevant full-time experience in analytical, planning, operational, technical, or administrative roles within a voice and/or data telecommunications context. This must include one year in a specialized role and 18 months in a managerial or supervisory capacity.2. An associate degree from an accredited college, including or supplemented by 12 credits in voice and/or data telecommunications or a related field, along with five years of relevant experience as described above.

About the job

The Office of Technology and Innovation (OTI) in New York City harnesses the power of technology to create opportunities, enhance public safety, and streamline government operations. From providing affordable broadband access to safeguarding against cybersecurity threats and developing digital government services, OTI is leading the charge in transforming how the City serves New Yorkers in the 21st century. Explore our impact through our welcome video, connect with us on social media @NYCOfficeofTech, and visit our website at oti.nyc.gov to learn more.

At OTI, we provide exceptional benefits and the chance to engage in projects that significantly affect millions of lives. You will collaborate with state-of-the-art technology alongside a team of dedicated professionals who are committed to effecting change through innovation.

The ideal candidate will assume the role of Training and Knowledge Management Manager, reporting to the Customer Support Unit within the Customer Service Division. Key responsibilities will include:
- Acting as the subject matter expert in the design and delivery of training and knowledge resources for Customer Support teams and OTI/Agency support teams, both in-person and virtually.
- Promoting adherence to IT Service Management (ITSM) processes and recommending training enhancements based on evaluations.
- Designing, maintaining, and updating the training curriculum and Knowledge Management processes through regular assessments to ensure alignment with best practices and organizational goals.
- Implementing knowledge-sharing initiatives to foster collaboration and a culture of continuous learning through webinars, workshops, and documentation repositories.
- Creating and publishing Knowledge articles in the ServiceNow Knowledge Management System, ensuring accuracy and relevance by collaborating with Subject Matter Experts.
- Communicating updates on Knowledge items to relevant audiences and organizing training sessions as needed.
- Ensuring the quality and effectiveness of training and Knowledge content through regular updates and improvements.
- Collaborating with various OTI divisions, agencies, and the Citywide Service Desk to promote enthusiasm for the support provided.
- Maintaining comprehensive records of training and Knowledge Management activities.

About City of New York

The City of New York's Office of Technology and Innovation is dedicated to leveraging technology for the betterment of public services and safety. Our initiatives aim to empower communities and improve government functions, ensuring a modern and efficient service delivery.

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