Trainer - Support Analyst

IT - IT Support & Sales
Toronto, ON
Sep 19, 2019

Our client is a leading professional services firm in downtown Toronto.  They are looking for a trainer to join the technology team. 


  • Manage, design and deliver effective training programs, namely new hire training, refresher programs and new application training
  • Coordinate training schedules collaboratively with peers
  • With your team, develop “Technology Training Tips” twice monthly on applicable topics for firm wide posting
  • Work closely with the Service Desk agents in designing product-training curriculum
  • Gather feedback from firm members to ensure that training needs are met
  • Develop and review course outlines and other materials, ensuring accuracy and consistency of language, format and styles
  • Provide ongoing support, guidance and consultation to firm members
  • Employ a variety of engaging and instructional techniques which promote professional development within a high-quality learning environment
  • Ensure modules and course materials are available in printed and electronic format and maintained for distribution to all staff including students
  • Evaluate staff progress through the creation of review exercises
  • Participate in special projects involving the introduction of new applications and/or application upgrades specifically as part of application testing and pilot groups
  • Provide 2nd level support for more complex application issues/questions which may require direct interaction with application and service suppliers
  • Collaborate with other administrative departments to identify and recommend process improvements

Qualifications or Skills Required:

  • Minimum of eight years of application training experience, preferably in a law firm or professional services environment
  • Advanced working knowledge of the Microsoft Office Suite of Applications.
  • Knowledge of MacPac Numbering, Nuance PDF and Workshare Compare is considered an asset.
  • Experience with Enterprise Document Management Systems is an asset.
  • Knowledge of Formal Organizational Change Management techniques is considered an asset
  • Personable team player with excellent verbal and written communication skills
  • Ability to adapt, educate and provide support to a varying range of skill levels, learning styles and personalities
  • Essential skills include excellent organization skills, attention to detail, time management and the ability to seamlessly shift between competing priorities

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