Knowledge and Training Lead - Vancouver, Canada - The University of British Columbia

Description

Job Summary

The University of British Columbia (UBC) is a global centre for teaching, learning and research, consistently ranked among the top 20 public universities in the world and recently recognized as North America's most international university. UBC is a diverse environment, with almost every industry vertical represented from healthcare, education, food and beverage, legal, media, real estate, etc. and with more than 70,000 members of the community UBC's service providers need to be able to meet a variety of stakeholder needs with both robust and mature operational capabilities combined with the agility and innovation required to meet the ambitious objectives laid out in its new Strategic Plan: Shaping UBC's Next Century.

Workday is UBC's human resource, finance, and payroll operations system. The Integrated Service Centre (ISC) maintains, continuously improves and enhances the Workday system and related processes that support operational functions of UBC. Team members within this unit work cross-functionally with other departments/units across UBC. The vision for the ISC is to provide integrated services that create an enriched Workday user experience for UBC faculty, staff and students.

In 2024, Workday will also be used as UBC's Student Information System (SIS) and the ISC will provide support to UBC employees who use Workday Student, and help manage Workday Student system updates.

The ISC Change and Communications team oversees a knowledge base and self-paced online trainings for Workday usage. Working closely with the Senior Manager, ISC Change and Communications, this role will contribute to the development and implementation of a comprehensive knowledge management and training strategy to build and enhance the proficiency and confidence of UBC community users in using Workday. Key responsibilities include streamlining content creation, implementing quality control for knowledge base and training courses, enhancing accessibility and engagement on learning platforms, and aligning initiatives with ISC organizational goals through collaboration with UBC stakeholders.

This role will develop and lead learning strategies for all Workday users across all functional areas i.e. HCM, Payroll, Finance, and Student that the ISC supports and maintains and establish a sustainable knowledge and training service delivery model for ongoing adoption of Workday.

Organizational Status

Reports to the ISC Change Management and Communications Senior Manager.

Work Performed

• Lead the formulation and implementation of a Workday knowledge management and training delivery strategy, working closely with Knowledge and Training Analysts and Senior Manager.
• Evaluate Workday product features and solutions (Workday Learning, Workday Help, etc.) to identify optimization opportunities, such as improving training effectiveness or enhancing user support. Develop strategies for seamless integration into the existing service delivery and support model.
• Leads overall technical management of ISC training and knowledge management tools and technology.
• Translate short- and long-term strategic training service delivery requirements and community learning needs into comprehensive and actionable operational plans, ensuring alignment with organizational goals and objectives.
• Lead large-scale/high-impact system change-related knowledge and training projects throughout the entire project lifecycle (i.e., developing plans, scope, logistics, resource allocations, budgets, quality, communications, risk, stakeholder engagement).
• Develop and implement a quality control and audit process for both training and knowledge content.
• Lead the creation of standards, style guides and guidelines for knowledge base articles and training courses.
• Develop operational plans for review, prioritization and completion of knowledge and training tickets.
• Collaborate with knowledge and training analysts to curate and adapt artifacts for various learning styles. Enhance content based on received feedback, evolving needs, and Workday changes.
• Apply UX principles to improve the usability of the Workday knowledge base. Establish feedback mechanisms and utilize tools to collect usability data.
• Develop and oversee partnerships and collaboration processes across UBC, including the IRP Workday Student Project, Integration Enablement Centre (IEC), Information Technology (IT), HR, Finance, and Enrollment Services.
• Develop relationships with other UBC teams that provide learning services to the community to align on UBC best practices and overall strategic vision.
• Partners on cross-functional, cross-discipline teams across ISC to align work, priorities and practices.
• Partner with ISC Service Desk Managers on the internal facing knowledge base for Service Desk Support Specialists.
• Stay informed about emerging trends, technologies, and best practices in instructional design, knowledge management, and training delivery. Review and incorporate tools to improve the team's instructional material development capabilities, exploring opportunities for enhanced content types, including the integration of multimedia elements.
• Collaborate with Change and Communications strategists on team initiatives as needed.
• Other related duties may be required.

Consequence of Error/Judgement

Contributes to the ISC and UBC's training, knowledge management, and change management strategies. Supports decision-making regarding the planning and delivery of instructional/learning content for Workday across the UBC community. Decisions and actions taken will have a direct impact on how effectively Workday is used and new features and system changes are adopted by the user community. Errors in judgment, poor analysis, or failure to act decisively could negatively impact ISC's strategic goals and have a detrimental effect and adversely impact the university community.

Supervision Received
The role works under the general direction of the Senior Manager, ISC Change and Communications. Must be able to work independently as well as contribute actively and collaborate openly as a team member.

Supervision Given
Provides functional and strategic guidance to ISC Knowledge and Training analysts guiding them through the evolving landscape of instructional design, knowledge management, and training delivery Frequently engages with other teams within the ISC and stakeholders across UBC.

Minimum Qualifications

• Undergraduate degree in a relevant discipline. Minimum seven years of related experience, or the equivalent combination of education and experience.
• Willingness to respect diverse perspectives, including perspectives in conflict with one's own.
• Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Preferred Qualifications

• Experience designing, planning, leading and delivering training programs (in-person and online) for large-scale enterprise software programs across complex and decentralized organizational environments.
• Significant experience in knowledge management, preferably in a strategic role.
• Proven track record of successfully designing and implementing knowledge management initiatives.
• Experience with learning management systems (LMS) like Canvas and Articulate and hands-on experience with knowledge management platforms is strongly preferred. Experience with ServiceNow specifically the Knowledge Management module is an asset.
• Knowledge of or willingness to learn and explore usage of digital adoption platforms such as Assima, WalkMe, Captivate, etc.
• Strong analytical and problem-solving skills to assess the effectiveness of knowledge management and training initiatives and make data-driven decisions.
• Demonstrated ability to work both independently, under minimal direction, taking initiative and exercising sound judgment, tact, and discretion, as well as to effectively communicate and collaborate with a multi-disciplinary team and diverse stakeholders.
• Project management/coordination experience with keen attention to detail, strong organizational and time management skills, and ability to work effectively under pressure to meet multiple priorities and tight deadlines are essential.
• Strong stakeholder management skills, including the ability to engage with and influence key stakeholders at various levels within the organization.
• Proficiency in conflict resolution, addressing and resolving issues within the team and with external stakeholders to maintain a positive and productive working environment.
• Excellent oral and written communication skills - fluency in English is required.
• Demonstrated ability to lead and inspire teams, fostering a collaborative and innovative culture that encourages creativity and high performance.
• Strong working knowledge of the higher education industry is an asset but not required.
• Ability to adapt to changing business needs and evolving learning requirements.
• Demonstrated ability using Microsoft Office Suite.