Training Specialist

**Training Specialist**

**Grade**: Service NSW Grade 7/8
**Location**: Locations flexible across NSW with hybrid working arrangements
**Role Type**: Temporay & Ongoing Talent Pool
- The Service NSW Training team are looking to create a Talent Pool for future Training Specialist opportunities. Talent Pools are active for 18 months._

**About Service NSW**

Service NSW is the leader in providing customer service on behalf of the NSW Government and we are passionate about delivering positive customer service experiences to the people of NSW. Our work is continually calibrated against our core values of passion, teamwork and accountability to ensure our focus is always on the customer.

**About the role**

As a Training Specialist in Service NSW, you will be supporting teammates across the state to learn and grow. The role supports all areas of the organisation - from onboarding our frontline teammates to building engaging online training for innovative and life-changing initiatives and projects.
We have **two types of roles** available at Service NSW. The breakdown of the roles are listed below:
**Role 1 (Technical facilitator)**

This role is accountable for delivering training to frontline teams of Service NSW to provide them with the technical skills necessary to excel in their roles. This includes onboarding training, as well as skills relating to systems and processes for our Service Centres, Contact Centres, Middle Offices and Service NSW for Business teams.

While the majority of your work will be facilitation, you will also be required to support the team with building, updating and maintaining training packages.

Highly desired skills: (you might not have all of them, and that’s ok)
- NSW Registration and licencing processes, utilising the DRIVES system
- Maritime processes including the GLS and Siebel systems
- Revenue NSW processes including the IMPS, FES, RevAssist and Debtrack systems
- E-Toll processes - including AIMS system or TCA
- iCare including legislation and previous experience with systems
- Fair Trading and the Better Regulation Division systems including but not limited to GLS, Siebel, CAS, AMANDA, Retriever, TRIM and various Salesforce interfaces
- Births, Deaths and Marriages policies and systems including GLS, Lifelink, NEXA
- Transport for NSW (Opal, TrainLink, InfoLines) processes including systems Amadeus and PEGA
- NSW National Parks and Wildlife Service processes including systems Rez and Salesforce (Lightning and Classic)

**_ Travel for the above role may be required._**

**_ Locations that you may be asked to travel to include Penrith, Sydney CBD, Newcastle, Parramatta, Gosford, Lithgow, Coffs Harbour and additional locations in NSW, as required._**

**Role 2 (Learning designer)**

This role is accountable for designing, developing and maintaining training for our frontline Service NSW teams. This includes the development of training for new initiatives, systems, and rapid requests from teams across Service NSW. You will assess various requests and provide training solutions using a range of delivery methods.

While the majority of the work will be designing and developing training materials, you may also be required to support the team in facilitating training packages to our frontline team members.

Highly desired skills are (you might not have all of them, and that’s ok):

- Hands-on experience using the following software:

- eLearning development software (Articulate)
- Video/animation software (Camtasia or Vyond), and
- Presentation and graphic design tools (PowerPoint and Canva).
- Demonstrated experience in reviewing training needs and developing learning solutions

**Additionally, the following skills are also highly desired for **both roles**.**
- Strong ability to meet competing deadlines and manage your time well
- Confidence in facilitating conversations, developing, and maintaining relationships with our partners across the organisation
- Strong written communication skills and superior attention to detail
- Demonstrated ability to solve problems with creative and innovative solutions
- Experience in providing inclusive training in line with adult learning principles

**Remuneration**

***Service NSW Grade 7/8 salary package starts from $95,136 plus employer's contribution to superannuation and annual leave loading.

**1. **Provide an up-to-date resume

**2. **Attach a cover letter identifying which role you are interested in - either role 1, role 2, or both and how this role is relevant to your experience and why you think you would be a good fit for the team. (max. 1 page)

**Further Information**

**Working at Department of Customer Service**

The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation th