Systems Trainer and Support Specialist

5 months ago

Toronto, Canada Torkin Manes LLP Full time

Torkin Manes LLP is a vibrant, growing, medium-sized full-service law firm located in downtown Toronto. Our 100+ lawyers practise in all areas of business law and litigation. Torkin Manes is ranked as the #1 Ontario regional law firm by _Canadian Lawyer_ and is consistently ranked as one of Canada’s top Regional law firms by _Chambers Canada_. Our consistent top rankings are a testament to our client service ethic, commitment to the legal profession, and success in our areas of practice.

We are currently looking for a Systems Trainer and Support Specialist to join our team

**Position Summary**:
Reporting to the Director, Information Technology, the Systems Trainer and Support Specialist is responsible for ensuring that members of the firm have the knowledge needed to utilize firm technology, processes, and best practices in order to perform their jobs efficiently and effectively. Provides support and solutions to complex document issues.

**Duties and Responsibilities**:
Design, implement, and deliver technical training to all firm members by:

- Assessing individual skills, training needs and learning styles, and assisting departmental managers to develop appropriate training strategy, evaluation and improvement programs;
- Developing on-demand training modules, courses, self-study exercises and quick reference guides, as required, to supplement in-person training;
- Design, test, develop, and evaluate end user documentation (e.g. technical documentation, information cards, and other training aids), best practices, and guidelines;
- Work with departmental leaders and Practice Groups to design, implement, and deliver skills training, including client service, teamwork, and productivity to firm members;
- Providing new hire orientation and training, to all legal support, administrative staff and professionals;
- Delivering ongoing training and support (i.e., seminars, surveys, one-to-one coaching, and “just in time” sessions) in technical, soft skills and process improvement topics;
- Deliver customized training and support to the firm’s legal professionals, including training on specific technology as well as working with professionals and support staff to establish efficient practice management processes;
- Develop and conduct in-house surveys on IT or training related topics;
- Coordinate the IT continual improvement program by reviewing tickets and developing customer service and technical skills training, scripts and knowledgebase articles for the HelpDesk;
- Develop, maintain and update related IT documentation and content on the Torkin Manes Intranet;
- Participate in firm projects to test, analyze, provide feedback, and implement new software, systems or procedures. Collaborate with the project team on product customizations and the best processes for utilizing new or upgraded software. Responsible for the design of related training programs and material;
**Other**:

- Participation and support for technical projects as requested
- Schedules planned absences with designated backup and other team members
- Other duties as assigned

**Qualifications**:

- Post-secondary degree or diploma with a focus on adult learning, or equivalent experience to successfully complete the essential requirements of the role.
- 5+ years of experience in adult training and education (both technical and non-technical) and on-demand and remote learning strategies.
- Experience in change and project management,
- Sound knowledge and understanding of training concepts, methodologies, and techniques associated with adult learning and education.
- Experience working in a professional services training environment would be an asset.
- Exceptional knowledge of the MS Office 365 product suite and document management systems.

**Success in this role means**:

- Exceptional client service orientation combined with the ability to manage multiple client needs at the same time.
- Excellent organizational and time management skills to effectively prioritize and meet deadlines in a high-pressure environment with mínimal supervision.
- Excellent communication skills (verbal and written) and presentation skills, with the ability to interact with individuals at all levels within the organization with tact and diplomacy.
- Strong interpersonal skills with the ability to work well both independently and collaboratively within a team.
- Sound judgment including the ability to deal with confidential information with utmost discretion.
- Demonstrates a commitment to upholding all firm policies and procedures, ensuring that they are consistently followed and adhered to by all members of the team
- Able to process a high volume of work while maintaining extreme accuracy and attention to detail
- Is able to resolve day-to-day issues independently, escalating issues where appropriate
- Demonstrates excellent technical skills and ability to learn new software and processes
- A team player who works well with others in a deadline driven en

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