System Training & Support Specialist

Job Description

Job Description

The System Training and Support Specialist is responsible for equipping employees with the knowledge and skills to effectively use of programs, systems, and custom applications. This role involves developing and delivering training programs, providing hands-on support, and acting as the primary resource for resolving system-related questions and issues. The ideal candidate will play a key role in enhancing user adoption, ensuring efficient utilization of technology, and supporting the continuous improvement of digital tools.

Key Responsibilities:

Training and Development:

·      Design, deliver, and manage training programs for new hires and existing employees to ensure proper use of the systems and applications.

·      Develop instructional materials, including user guides, video tutorials, and FAQs, tailored to various learning styles and user levels.

·      Organize group training sessions, one-on-one coaching, and virtual workshops.

·      Provide ongoing refresher courses and training for system updates, new feature rollouts, or application launches.

User Support:

·      Serve as the first point of contact for system and application-related inquiries from employees.

·      Troubleshoot and resolve issues related to software, applications, and user accounts.

·      Escalate unresolved technical issues to the appropriate technical teams and follow up to ensure timely resolution.

·      Maintain documentation of common issues, resolutions, and best practices for users.

System Expertise:

·      Gain in-depth knowledge of all systems and applications used by the company, including custom-built tools.

·      Collaborate with the Technology Solutions Manager and other departments to identify areas where employees need additional support or training.

·      Test and evaluate new software or updates to ensure they meet HPI’s needs.

Feedback and Improvement

·      Collect and analyze feedback from employees regarding system usage and training effectiveness.

·      Identify and recommend opportunities to improve systems, processes, or training materials.

·      Collaborate with the Technology Solution Manager to implement changes based on user needs and technological advancements.

Qualifications:

Education and Experience:

·      Bachelor’s degree in Information Technology, Education, Business Administration, or a related field (or equivalent experience).

·      At least 2 years of experience in training, technical support, or a related role.

·      Experience with software training and support, including troubleshooting and resolving user issues.

Skills and Competencies:

·      Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

·      Proficiency in creating instructional materials using tools like PowerPoint, Scribe, video editing software, and knowledge base platforms.

·      Familiarity with programs such as Microsoft 365, Oracle, Fohlio, Magaya, and other systems (preferred).

·      Strong problem-solving skills and attention to detail.

·      Ability to manage multiple priorities and adapt to changing needs.

·      A proactive attitude and the ability to work independently and as part of a team.

Hospitality Purveyors International (HPI) is the exclusive design and procurement arm for all Sandals and Beaches Resorts International properties which are wholly-owned and managed resorts.

Company Description

Hospitality Purveyors International (HPI) is the exclusive design and procurement arm for all Sandals and Beaches Resorts International properties which are wholly-owned and managed resorts.