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Summary of Role
The IR Learning and Support Coordinator will provide how to support and technical training to employees; coordinate IR communication activities; and coordinate IR changes and projects. The IR Learning and Support Coordinator will work closely with the IT Help Desk to provide training and communication support toward excellent customer service to end users.
Essential Duties and Responsibilities
o Work closely with the IT Help Desk to identify training strategies that reduce common requests and provide training assistance to individuals and teams.
o Collaborate and partner with the CROPP Learning and Organizational Development team and the CROPP Communication Department to align with Cooperative training and communication strategies.
o Support the ERP/SAP training sustainment plan, specifically related to training and software support
o Assess technical training needs through consultation with employees to gain knowledge of work situations requiring technology training to determine content and objectives.
o Design, develop and maintain technical training sessions, delivering those sessions via in-person or virtual instructor-led, webinar, web-based and self-directed learning delivery methods.
o Determine the technical training class schedule and publish technical training offerings in the learning management system.
o Create user guides and job aids for job-specific and company-specific software applications, hardware, equipment or other technology.
o Coordinate IR change and project efforts, to include communication, training, task identification, and deployment planning
o Using established CROPP guidelines, develop and publish IR communications related to service issues or projects via IR CROPPIE pages, Tech Tips, or other CROPP channels
Additional Duties and Responsibilities
o Provide Help Desk support via phone, email or walk-ups as assigned.
o Evaluate the effectiveness of technical training, analyze feedback, report results to management and stakeholders and modify training solutions, techniques, or materials appropriately.
o Tape, edit, and produce videos of trainings, presentations, and meetings for distribution via intranet.
o Other duties as assigned.
Knowledge, Skills, and Abilities
o Associate degree in information technology, business, or related field, or equivalent technical experience is required.
o Previous Help Desk experience or technical aptitude and willingness to expand skills is preferred.
o Demonstrated knowledge of Microsoft Office M365, project management software, SharePoint, Adobe Camtasia, and learning management systems is required.
o Microsoft Office Specialist (MOS), project management, or training certifications are desirable.
o Ability to manage multiple priorities, deadlines, and customer relationships. Must display attention to detail and accuracy with excellent organizational and time-management skills.
o Experience with adult learning principles, curriculum development, instructional design, needs assessment, performance measurement, training evaluation, and training delivery methods is desirable. Web, desktop publishing, or graphic design skills are desirable.
o Ability to work autonomously.
o Excellent communication skills demonstrating clarity, conciseness, and professionalism both written and verbal.
o Strong interpersonal and customer service skills are required.
o Ability to work weekends and after business hours as needed.