Training & Knowledge Management Lead

Scientific Games; Alpharetta (GA); On-site; USD 90,000 - 140,000; Full time

Job summary

Scientific Games is seeking a Manager of Training and Knowledge Management to direct documentation, training, and KM for Service Management, including Field Service, GSC, and SGEP. You will oversee QA evaluators, deliver training content via LMS and content apps, and coordinate remote and in-person programs for staff across multiple jurisdictions.

The role focuses on unifying training efforts, developing resources, analyzing program performance, and integrating feedback into ongoing curricula,

Qualifications

• Four-year college degree in publishing or journalism or similar field.
• Ability to pass the following background checks: Criminal, Consumer Credit, and FBI Identity History, and all compliance training
• Ability to travel, working with employees and customers face-to-face.
• Demonstrated management experience of content writers, trainers, and KM specialists.
• Proficiency in MS Office Suite of tools
• Excellent written and verbal communications.
• Ability to have “ears to the ground” regarding need for changes to processes.
• Ability to develop and drive consensus for action with peers and managers.
• Ability to manage multiple projects at the same time.
• Professional yet dynamic communication style for all levels of stakeholder and customer interactions.
• Attention to detail and achieving results.
• Vision and intuition to see “big picture” issues and their potential impacts.
• Excellent analytical and probing skills
• Desired: Master’s degree preferred. Proficiency with Web-based incident reporting and ticketing systems. Project management experience. Experience utilizing LMS tools and remote delivery of content.

Responsibilities

• Unify and bring consistency to all training efforts across Service Management, including but not limited to Field Service, Depot, Hotline, and Dispatch.
• Staff and develop expertise to meet all current and future training, documentation, and KM needs.
• Provide ongoing insights and reports on training program performance and compliance.
• Ensure dedicated resources are always available to support onboarding new remote staff.
• Develop remote learning curriculum and techniques, leveraging LMS and streaming video solutions to reduce or eliminate the need for travel while maintaining or improving employee preparedness.
• Works with department leaders to distill feedback from CX, CSAT, and surveys into actionable training and Quality coaching efforts.
• Integrate feedback obtained from Analytics and customer feedback into training programs.
• Identify, develop and deliver an ongoing refresher training program for each product line.
• Responsible for overseeing the documentation of all training materials including manuals, work aids, troubleshooting processes, and key responsibility area (KRA) documents.
• Works with department leaders to fully integrate processes in all its affiliated locations.
• Manage content and curation via tools such as eGain and SharePoint.
• Interfaces with stakeholders to distil knowledge into illustrations, written procedures, and video content into a single repository of knowledge.
• Performs other duties as assigned.

Skills

Written communication

Verbal communication

MS Office

Project management

Analytical skills

Training needs assessment

Interpersonal skills

Education

BA in publishing or journalism

Master’s degree preferred

Tools

LMS

SharePoint

eGain

Content management

Job description

Scientific Games is seeking a Manager of Training and Knowledge Management to direct documentation, training, and KM for Service Management, including Field Service, GSC, and SGEP. You will oversee QA evaluators, deliver training content via LMS and content apps, and coordinate remote and in-person programs for staff across multiple jurisdictions.

The role focuses on unifying training efforts, developing resources, analyzing program performance, and integrating feedback into ongoing curricula,