Support Enablement Content Analyst

4 days ago

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Smartsheet

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Modern work management platform

productivity • collaboration • achievement • innovation • effectiveness

1001 - 5000

Description

• Develop course content outlines according to objectives • Collaborate with the training team to create ad-hoc training materials to ensure the learners have the tools to be successful • Attend product release training, test new product functionality, and stay up-to-date on product enhancements and releases • Track and report on data on completed courses, absences, issues, etc. • Observe, evaluate, and report results of training modules and programs • Determine the overall effectiveness of programs and make continuous process improvements • Work with Quality and Support teams to identify training needs and coaching opportunities for the Support team to uplevel team skills and overall customer experience • Ensure the Support team is trained on new products and product releases ahead of the releases—this will include working cross-team to ensure that post-training memory aids are well documented in the internal Support knowledge base (iKB) • Assess training, development, and certification requirements for various levels within and across Pods • Produce and analyze reports from various systems for training opportunities, NPS, VOC (Voice of the Customer), and VOE (Voice of the Employee) data and collate data into reports for management • Make and execute recommendations based on data analysis as part of Support’s continuous improvement strategy • Perform other duties as assigned

Requirements

• 3 years of Voice of the Customer or Voice of the Employee evaluation experience • 2 years of experience with data analytics and the ability to create custom reports for all levels of the organization • 2 years of continuous process management experience, including TQM, Agile, or Six Sigma. • 2 years of experience in evaluating and reporting on technical course content against success metrics • Ability to conduct thorough research to gather information and resources for the training content • Ability to address training needs with complete course outlines • Outstanding communication skills and are comfortable speaking to crowds • Excellent organizational and time-management abilities • Experience using Articulate 360, Camtasia, and Tableau is a strong asset • Passion for building processes and optimizing support operations • Strong working knowledge of Smartsheet is preferred but not required (Smartsheet product certification is a plus) • Support operations or trainer experience. (Desired Experience) • Project management skills (PMP) are an added benefit. (Desired Experience)

Benefits

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees • Equity - Restricted Stock Units (RSUs) for eligible roles • Lucrative Employee Stock Purchase Plan (15% discount) • 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay) • Monthly stipend to support your work and productivity • 15 days PTO, plus Incidental Sick Leave • Up to 24 weeks of Parental Leave • Personal paid Volunteer Day to support our community • Opportunities for professional growth and development including access to Udemy online courses • Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account • Teleworking options from any registered location in the U.S. (role specific) • US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans • US employees receive 12 paid holidays per year