Management Analyst, Senior

City-of-Richmond,-Va; Richmond (VA); On-site; USD 63,000 - 90,000; Full time

Job summary

The City of Richmond’s Department of Public Utilities is seeking a qualified Senior Management Analyst to serve as a Trainer for the Customer Service Division. The role delivers training content across in-person, virtual, hybrid, and blended formats, ensuring alignment with branding and current operational needs.

Responsibilities include developing manuals and FAQs, coordinating training calendars, and assessing training effectiveness.

Qualifications

• Bachelor's degree in business or public administration, or field related to assignment.
• Four years of journey-level professional experience in area related to assignment, such as program/project management or management/policy/financial analysis.
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

Responsibilities

• Evaluate existing content to ensure voice, grammar, and style are consistent with established branding and style guidelines.
• Stay up to date on operational changes and ensure all content is current and relevant. Collaborate with employees, leadership, and business partners to understand needs and changes.
• Evaluate assessments, knowledge checks, surveys, and make recommendations / implement needed changes.
• Deliver new hire, refresher, remedial, and operational / process change training.
• Provide status updates on training progress, recommendations, and/or needs.

Skills

Adult learning theory

Training delivery

Content development

Communication

Education

Bachelor's degree in business or public administration

Job description

***This position is open to internal DPU Employees only.***

The anticipated hiring range is $62,672 - $90,160.

The City of Richmond's Department of Public Utilities is seeking a qualifiedManagement Analyst, Senior to serve as a Trainer for the Customer Service Division and all its areas of operations. The incumbent will deliver training content such as manuals, job aids, FAQs, newsletters, and other relevant content, using modern technology, various platforms including in-person, virtual, hybrid, and blended learning.

• Evaluate existing content to ensure voice, grammar, and style are consistent with established branding and style guidelines.
• Stay up to date on operational changes and ensure all content is current and relevant. Collaborate with employees, leadership, and business partners to understand needs and changes.
• Evaluate assessments, knowledge checks, surveys, and make recommendations / implement needed changes.
• Deliver new hire, refresher, remedial, and operational / process change training.
• Provide status updates on training progress, recommendations, and/or needs.

• Create and schedule process reminders, distribute process changes, and other time-sensitive information via Microsoft Teams for multiple division channels.
• Maintain training records which may include employee performance, productivity, etc.
• Collaborate with workforce and quality teams
• Administer needs assessments to determine and prioritize training needs.
• Create and coordinate training calendars for training facilitation.
• Establish cadence for refresher and cross-training efforts.
• Establish and maintain new hire onboarding schedule and training.
• Stay abreast of industry developments, trends, and challenges; skills, best practices, attend seminars, conferences, subscribe to industry journals, etc.
• Promote change, employee engagement, and foster a safe learning environment.

MINIMUM TRAINING AND EXPERIENCE:

• Bachelor's degree in business or public administration, or field related to assignment
• Four years of journey-level professional experience in area related to assignment, such as program/project management or management/policy/financial analysis
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

• None required

KNOWLEDGE, SKILLS, AND ABILITIES:

TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some combination of the following):

• Adult learning theory and other various strategies
• Electronic databases and related software applications
• Policies regarding area of focus
• Specific area of training
• Communication
• Leadership

Skills (some combination of the following):

• Assessing training needs
• Coordinating and scheduling training for a variety of people
• Creating and updating any necessary materials such as PowerPoint presentations, handouts, booklets, etc.
• Delivering training
• Facilitating a group, either for small or large group instruction
• Marketing information regarding training such as flyers, postcards, bulletins, etc.
• Leadership
• Oral and written communication on all levels
• Customer Service

Abilities (some combination of the following):

• Use discretion to decide when and what training should be conducted based on training records and current needs
• Organize
• Speak publicly

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS:

Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT:

Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly talk, hear, see, and perform repetitive motions; frequently reach and finger; and occasionally climb, balance, stoop, kneel, crouch, crawl, reach, stand, push, pull, lift, walk, grasp, and feel. The working conditions may not include environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.