Senior Technician - Service Management

Job Type:
Business Transformation
Job reference:
16 days ago

Senior Technician (Training, Engagement, and Service Management) to join our IT team. This role focuses on engagement and communication with the user and IKM (Information and Knowledge Management) communities through tools like Microsoft Teams, Microsoft Viva Learning, or similar training management and coordination tools. The Technician will manage and operate these platforms, integrating them with a Learning Management System (LMS), maintaining the tools, conducting reporting, and driving continuous improvement. Additionally, this position will have responsibilities related to Jira Service Desk Management, including user

management, workflow management, and reporting. The Jira aspect, while desired, is not mandatory. This role requires a blend of technical expertise, excellent communication skills, and a proactive approach to service management and user engagement.

In this role, your primary responsibilities will include managing the Viva Learning or similar training management platforms, ensuring seamless integration with the LMS, and maintaining their functionality. You will also be responsible for generating and analyzing reports to track the

effectiveness of training programs and identifying areas for improvement. You will engage with the user community through Microsoft Teams, facilitating communication, and ensuring that users are aware of and can access training resources effectively.

Under the direction / guidance of the local Cloud Ops Operations Manager, the Senior Technician (Training, Engagement, and Service Management) will be supporting the following activities:

Training Management Platform Operation:

  • Operate and maintain the Microsoft Viva Learning platform or similar.
  • Integrate the platform with the Learning Management System (LMS).
  • Ensure the platform is up‐to‐date and functioning effectively.
  • Troubleshoot and resolve issues related to the training management platform.

User Engagement and Communication:

  • Engage with the user and IKM communities through Microsoft Teams.
  • Facilitate communication and ensure users can access training resources.
  • Promote training programs and resources within the user community.
  • Respond to user inquiries and provide support.

Reporting and Analysis:

  • Generate and analyze reports on training program effectiveness and user engagement.
  • Track key performance indicators (KPIs).
  • Provide insights and recommendations for continuous improvement.
  • Present findings to stakeholders and senior management.

Continuous Improvement:

  • Identify areas for improvement in training programs and user engagement.
  • Implement changes and enhancements to improve effectiveness.
  • Stay up‐to‐date with the latest developments in Microsoft Viva Learning and LMS integration.
  • Proactively identify potential vulnerabilities and implement preventive measures.

Jira Service Desk Management:

  • Manage user accounts and permissions within Jira Service Desk.
  • Configure and optimize workflows to improve service desk efficiency.
  • Generate reports to monitor service desk performance and user satisfaction.
  • Provide support and troubleshooting for Jira‐related issues.

Training Program Development:

  • Develop and deliver training programs for end‐users.
  • Create training materials and documentation.
  • Conduct training sessions and workshops.
  • Evaluate the effectiveness of training programs.

Knowledge Base Management:

  • Create and maintain a knowledge base for users.
  • Ensure information is accurate and up‐to‐date.
  • Use analytics to understand user needs and improve content.
  • Encourage user contributions and feedback.

Communication Material Development:

  • Develop and disseminate communication materials and updates.
  • Create newsletters, emails, and other communications.
  • Maintain a consistent and engaging communication style.
  • Gather user feedback to refine communication strategies.

Collaboration with IT Teams:

  • Work closely with other IT teams to ensure cohesive service management strategies.
  • Collaborate on cross‐functional projects and initiatives.
  • Provide expertise and support for training and engagement‐related projects.
  • Participate in IT forums and discussions.

User Feedback and Support:

  • Gather feedback from users to improve training and engagement initiatives.
  • Conduct virtual meetings and webinars to enhance user engagement.
  • Respond to user inquiries and provide support.
  • Build and maintain relationships with key stakeholders.

In Return:

  • €50ph (8hr work day)
  • Initial 6 month contract (Extension likely)
  • Remote working (Must be Europe based)
  • NATO Secret Clearance or equivalent required prior to work starting

People Source Consulting Ltd is acting as an Employment Business in relation to this vacancy. People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas.

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