"Trainer, Service Desk and Student Support Services"

Trainer, Service Desk and Student Support Services

Company: Western Governors University

Job Location: Salt Lake City Office

Category: IT Support and Training

Type: Full-Time

Job Type: Full time

Job Number: JR-022982

Location: Salt Lake City Office

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Professional 304 Pay Range: $49,800.00 - $74,600.00

Job Description

The Trainer role is dedicated to supporting frontline teams such as the Service Desk and Student Support by delivering impactful training experiences that build confidence and competence. We're seeking a dynamic presenter who can energize new hires, foster engagement, and adapt training delivery to meet the needs of diverse learners. This role is ideal for someone who thrives in fast-paced environments and is passionate about helping others succeed through clear, motivating instruction.

The Trainer collaborates with team members to create and deliver engaging learning resources and training. This role is responsible for ensuring that their team's training needs are met using a variety of tools including live/synchronous training, web-based resources, multimedia technologies, instructional software, and more. This role is responsible for providing data-driven results to management and works closely to calibrate and collaborate on diverse training needs and ensure all policies, procedures, and changes are communicated in a timely and well-constructed manner. The Trainer is a resource for development and an advocate for success; requiring the ability to develop and maintain strong professional relationships with managers, other trainers, and specialists.

Responsibilities

Primary Responsibilities

• Delivers departmental training to new hires and existing staff. Facilitates effective instruction and discussions regarding new and current training materials.
• Creates assessments, surveys, and other tools for measuring the effectiveness of training.
• Develops training materials, activities, information retention strategies, and evaluations that support effective adult learning.
• Collaborates effectively through diverse avenues with a variety of management, team members, quality assurance, and employees throughout the organization.
• Teaches others to effectively utilize technology and adapt to changes in technology to support essential job functions.
• Collaborates with their supervisor/manager in determining appropriate actions for atypical situations or developments outside the scope of the originally assigned project.
• Identifies and maintains resources needed to support knowledge retention, and quality service for immediate interaction resolution.
• Monitors incoming interactions to identify trends and implement continuing education programs.
• Engages in creative problem-solving to drive continuous improvement.
• Takes initiative and is self-managed, both within specific project assignments, and in logical expanded applications of project learning.
• Demonstrates accuracy and professionalism throughout their daily operations.
• Performs other related duties as assigned.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.

Qualifications

Knowledge, Skills, and Abilities

• Experience with and knowledge of virtual learning technology and instructional methods.
• Subject-matter expertise within their functional area, along with appropriate education, experience, and skills.
• Ability to present topics and information in a dynamic, engaging, and effective way.
• Proficient use of educational technology platforms and common software packages, such as MS Office, Google Docs, and SharePoint.
• Creates and manages a range of projects, processes, and initiatives based on best practices.
• Excellent communication skills including verbal, written, and presentation skills. Tactfulness and discretion are required in communications as the subject matter often involves sensitive material.
• Ability to collaborate creatively with colleagues inside and outside the department in a deadline driven environment.
• Well-developed organizational and tracking skills.
• Ability to keep a positive and influential attitude with all members of the university.
• Ability to work without supervision in a fast-paced environment.
• Demonstrates a high level of professionalism.
• Subject matter expertise relevant to projects and initiatives.
• Ability and temperament to proactively consider the needs of others.
• Creative mindset for recommending new initiatives.
• Attention to detail in keeping training materials updated and effective in order, flow, and learning curve.
• A developed understanding of the people and operations at the university.
• Advanced skills in planning, organizing, and self-management required.
• Ability to manage multiple projects at different stages.
• A willingness to be innovative and take risks that promote successful learning outcomes.
• Must be able to travel as needed to in-person events and conferences.

Education

• Bachelor's degree in a related field

Experience

• 2 or more years training and/or leadership experience, or demonstrated ability to deliver training, coaching, and mentorship
• Experience with or ability to learn to effectively use systems such as Banner, Salesforce, and Service Now.
• Knowledge of, and experience with applying distance-learning and adult-learning principles.
• Experience in course and curriculum development.

Experience in lieu of education

An equivalent combination of training, experience, credentials, or accomplishments demonstrating the ability to perform the essential functions of this job may substitute for education degree requirements.

Preferred Qualifications

• Master's degree (or equivalent).
• 3 to 5 years of experience in higher education or training.
• Experience with multimedia creation software (e.g., Adobe Captivate, Camtasia).