With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.
The Communications and Training Specialist is responsible for developing, coordinating, and continuously improving end-user communications, training, and technology adoption initiatives within Global End User Support.
The role provides a consistent and user-focused approach to both Major Incident and Standard IT communications, helping ensure that employees receive clear, timely, accurate, and actionable information regarding IT services, incidents, changes, and technology initiatives.
The incumbent also develops scalable end-user learning and adoption solutions designed to improve workforce productivity, increase awareness and adoption of IT capabilities, strengthen user confidence with technology, increase self-service capabilities, and reduce avoidable support demand.
This position works collaboratively with Global End User Support, Major Incident Management, technology teams, project teams, and other business stakeholders to translate technical information into communications and learning experiences that are understandable and relevant to end users.
ESSENTIAL RESPONSIBILITIES AND ACCOUNTABILITIES
IT Communications
- Develop, implement, maintain, and continuously improve the end-user IT communications process for Major Incidents, planned activities, service changes, system updates, IT initiatives, and other standard communications.
- Develop clear, concise, professional, and user-focused communications that translate technical information into language appropriate for end users.
- Establish and maintain standard communication templates and guidelines to promote consistency in messaging across Global End User Support.
- Coordinate with Major Incident Management and relevant technical teams to support timely and accurate end-user communications during service disruptions.
- Review communication requests for completeness and work with appropriate stakeholders to clarify messaging, audience, timing, and required approvals.
- Ensure communications provide users with relevant information such as impact, expected action, available alternatives or workarounds, and appropriate next steps.
- Support communication planning for technology implementations, service transitions, application changes, upgrades, migrations, and other IT initiatives.
- Identify opportunities to improve the quality and effectiveness of IT communications based on stakeholder and end-user feedback.
Training and Technology Adoption
- Develop and execute end-user training and technology-adoption strategies that support workforce productivity and effective use of IT services and solutions.
- Design training materials for new technologies, applications, processes, and significant changes to existing services.
- Deliver learning through scalable formats such as user guides, quick-reference materials, knowledge articles, instructor-led sessions, virtual training, recorded demonstrations, and other digital learning content.
- Partner with technology owners, subject-matter experts, project teams, and Global End User Support teams to identify training requirements and develop appropriate learning solutions.
- Translate complex technical processes into simple, practical instructions that employees can confidently follow.
- Support technology rollouts by combining communication, awareness, training, and adoption activities into a coordinated end-user experience.
- Promote continued awareness of new IT capabilities and available productivity tools.
Self-Service and Support Demand Reduction
- Develop scalable learning content that enables employees to resolve common questions and issues independently.
- Partner with support teams to identify recurring user questions, common support issues, and knowledge gaps that may be addressed through proactive training or communications.
- Develop user-facing knowledge and learning content that promotes greater utilization of approved self-service capabilities.
- Ensure training and communication materials remain current as technologies, processes, and services evolve.
- Identify opportunities where proactive communication or education can prevent avoidable contact with IT support teams.
- Work with support and technology teams to turn recurring support patterns into targeted learning or awareness initiatives.
Communication and Training Governance
- Maintain standards, templates, and guidance for end-user IT communications and training materials.
- Coordinate with relevant stakeholders to ensure appropriate review and approval of communications before distribution.
- Maintain organized documentation and records for communication and training activities.
- Establish methods for gathering feedback on the clarity, usefulness, and effectiveness of end-user communications and learning materials.
- Use feedback and available service data to identify opportunities for continuous improvement.
- Promote consistent communication and learning practices across Global End User Support.
JOB SPECIFICATIONS
Required Knowledge & Skills
- Excellent written and verbal communication skills, with the ability to communicate technical concepts clearly to non-technical audiences.
- Strong instructional writing, editing, proofreading, and content-development skills.
- Ability to develop professional end-user communications for incidents, technology changes, service updates, and IT initiatives.
- Strong presentation, facilitation, and training-delivery skills.
- Ability to develop structured learning materials for audiences with different levels of technical proficiency.
- Strong organizational and planning skills with the ability to manage multiple communication and training activities concurrently.
- Ability to collaborate effectively with technical teams, support organizations, project teams, leadership, and business stakeholders.
- Strong analytical and problem-solving skills with the ability to identify communication, knowledge, and adoption gaps.
- Customer-focused mindset with the ability to consider the end-user experience when designing communications and learning solutions.
- Ability to work effectively in a dynamic IT environment and respond appropriately to urgent communication requirements.
- Strong attention to detail and commitment to accuracy, consistency, and quality.
Desired Knowledge & Skills
- Knowledge of IT Service Management and IT support processes.
- Understanding of Incident Management, Major Incident Management, Change Management, Request Fulfilment, and Knowledge Management.
- Experience developing technology adoption or organizational change communications.
- Experience with training development, instructional design, knowledge management, or digital learning.
- Familiarity with ServiceNow or comparable IT Service Management platforms.
- Experience working within an End User Support, Service Desk, Digital Workplace, or IT operations environment.
- Ability to interpret support trends and recurring user issues and translate them into communication, training, or self-service opportunities.
Education & Experience
- Bachelor's degree in communications, Information Technology, Education, Learning and Development, Business, or a related discipline, or equivalent relevant professional experience.
- Approximately 3+ years of relevant experience in IT communications, technical training, learning and development, technology adoption, IT service management, or end-user technology support.
- Demonstrated experience developing professional communications and training content for end users.
- Experience supporting enterprise technology initiatives or technology rollouts is preferred.
Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn’t the right fit but you’re interested in working for Arch, create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Arch’s Talent Acquisition team.
10400 Arch Global Services (Philippines) Inc.
