Training & Process Support Analyst

Castle Employment Agency Ltd; York; On-site; GBP 25,000 - 45,000; Full time

Job summary

Join a dynamic IT team as a Training & Process Support Analyst, where your passion for helping others will shine. This full-time role offers the chance to engage with staff, drive positive change, and ensure effective use of technology and processes. You'll facilitate engaging training sessions, create user-friendly documentation, and support the implementation of new systems. With a focus on collaboration and continuous improvement, you will play a key role in enhancing workflows across the firm. This is a fantastic opportunity to make a significant impact in a supportive environment that values your contributions.

Benefits

Flexible working options

Career development framework

Wellbeing support

Vibrant social scene

Comprehensive benefits package

Pension

Life cover

Enhanced parental leave

Health cash plan

Cycle-to-work scheme

Qualifications

• Experience in delivering training and onboarding in professional services.
• Methodical in understanding business processes and identifying inefficiencies.

Responsibilities

• Facilitate training sessions on IT systems and internal processes.
• Create user-friendly guides to support staff with systems and processes.
• Collaborate with department heads to improve workflows.

Skills

Training Delivery

Process Improvement

Interpersonal Skills

Organizational Skills

Communication Skills

CRM Software Familiarity

Technical Troubleshooting

Change Management

Education

2+ years in a similar role

Tools

MS Office

CRM Software

Job description

Are you passionate about helping others and guiding teams to adopt new technology and processes? We are seeking a Training & Process Support Analyst to join our client’s friendly and dynamic IT team based in York city centre. While the role is based in the York offices, you will be expected to travel to other offices within North Yorkshire as needed. This full-time position offers regular working hours from Monday to Friday, 8:30 AM to 5:00 PM.

This role is ideal for someone who enjoys engaging with people, driving positive change, and ensuring that technology and processes are used effectively across the firm. In addition to delivering training, you will play a key role in supporting the implementation of new systems, identifying areas for process improvement, and ensuring best practices are followed throughout the firm.

Key Responsibilities:

• Facilitate engaging training sessions on IT systems, legal applications, and internal processes, tailoring content for both individual and group needs.

• Create and maintain clear, user-friendly guides and documentation to support staff with systems and processes.

• Act as a go-to person for process-related queries, helping teams troubleshoot and resolve inefficiencies or gaps.

• Collaborate with department heads to improve workflows and ensure the adoption of best practices across teams.

• Offer second-line support for queries related to system and process usage, beyond just technical issues.

• Take an active role in IT and business project rollouts, assisting with training schedules, change management, and user adoption.

• Assist in onboarding new employees by providing introductory training on key systems and processes.

• Proactively monitor system and process use to identify areas that require further training or refinement.

• Work closely with IT and Compliance teams to ensure policies are consistently applied and gather user feedback to drive improvements.

• Provide hands-on IT support to resolve user queries and issues as they arise.

• Develop and mentor ‘super users’ across the firm who can lead system and process adoption within their teams.

Skills and Experience Required:

• Previous experience in delivering training and onboarding, ideally in a professional services environment.

• A methodical approach to understanding business processes and identifying inefficiencies or non-compliance.

• Comfortable assisting users with practical guidance on how to use systems and processes, rather than just technical troubleshooting.

• Excellent interpersonal skills—approachable, confident, and able to engage with users at all levels.

• Experience supporting change initiatives or technology rollouts would be beneficial.

• Strong organisational skills, with the ability to manage multiple priorities across departments.

• Familiarity with CRM software such as case management, document management, and time recording systems is a plus.

• A proactive, solutions-oriented mindset with a real passion for improving workflows.

• Exceptional communication skills, with the ability to simplify complex concepts for non-technical users.

• A solid level of proficiency in MS Office.

• At least 2 years of experience in a similar role.

What You’ll Get: In this role, you’ll join a collaborative and well-established IT team at a respected business. You’ll have the opportunity to make a significant impact by improving how technology and processes are used across the business. The firm offers a supportive environment where you can take ownership of your work and contribute to business-wide initiatives.

Benefits Include:

• Competitive salary

• Flexible and hybrid working options

• A structured career development and progression framework

• Wellbeing support

• A vibrant social scene

• A comprehensive benefits package, including pension, life cover, enhanced parental leave, health cash plan, discounts, generous holidays (including a birthday day off!), and a cycle-to-work scheme.