The NYCHA IT Department is seeking to hire an IT Training Specialist. The Training Specialist will oversee/train staff in the service management lifecycle, including service strategy, service design, service transition, service operations and continual service improvement. Selected candidate will play a crucial role in ensuring that employees are trained effectively on new technologies, systems, IT Service Management (ITSM) processes and ITIL practices.

Responsibilities will include, but are not limited to the following:

- Design training programs: Develop standardized training programs and materials that align with the organization's IT training objectives and requirements. Training programs may include training on ITSM policies, ITIL practices, or new technology enhancements.
- Assess training needs: Conduct assessments and analyze training needs to identify gaps and areas for improvement in existing IT training methods and procedures.
- Implement training changes: Develop and implement standardized methods and procedures for IT training changes, ensuring consistency and effectiveness across the organization.
- Train users: Deliver training sessions to users, both in-person and virtually, to ensure they are proficient in using new technologies, systems, and processes.
- Evaluate training effectiveness: Assess the effectiveness of training programs through evaluations, feedback, and performance metrics, and make necessary improvements to enhance the learning experience.
- Provide ongoing support: Offer ongoing support to users and trainees by addressing their questions, concerns, and issues related to IT training changes.
- Collaborate with stakeholders: Work closely with IT teams, subject matter experts, and other stakeholders to gather requirements, understand training needs, and ensure successful implementation of training changes.
- Maintain documentation: Create and maintain documentation of standardized methods and procedures for IT training changes, including training materials, user guides, and reference materials.
- Serve as a Subject Matter Expert (SME) for specific service management tools, with a knowledge of their functionality.

Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

1. NYCHA employees applying for promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).
2. NYCHA residents are encouraged to apply.

1. A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;

2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;

3. Education and/or experience which is equivalent to "1" or "2" above.

- Proven experience in designing and delivering IT training programs. - Strong knowledge of ServiceNow and ITIL practices. - Excellent communication and presentation skills. - Ability to assess training needs and develop effective training strategies. - Strong problem-solving and analytical skills. - Organizational and time management skills to handle multiple training projects simultaneously. - Familiarity with instructional design principles and adult learning methodologies.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/

NYCHA has no residency requirements.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.