Job Description

RoleOver the last few years, our client has invested significantly in its IT infrastructure. As a business we believe that our IT systems provide us with a competitive advantage in the marketplace. In order to benefit from this, we need to ensure that staff are appropriately trained and can make full use of the systems at our disposal. The role of the Systems Trainer in this strategy is twofold:Provide systems training on the various platforms and software solutions that the business usesHelp drive a culture that embraces the use of technology in the business.A key objective for the incumbent will be to link all training back to the greater strategy of the business. This is key both from the point of ensuring that the training is solution-oriented and in terms of staff understanding how what they are being trained on contributes towards the greater business objectivesResponsibilities

• Responsible for driving and facilitating all our clients Window training within the business.
• Work closely with the Head of Reservations, Reservations Managers & Operations Managers to drive a targeted Window training program within the reservations team.
• Work closely with the Head of Yield and Revenue Management and the Head of Reservations to identify specific areas for training.
• Work closely with the sales team to ensure that they understand the basic workings of the Window and are in turn, able to train agents on how to make the most of the Window so as to create efficiencies both in their business and in ours.
• Where required, facilitate external training on our Clients Window.
• Responsible for training new staff on how to use our clients Window.

Training

• Where necessary, provide itrvl training to reservations staff whose agents are working on itrvl.
• Provide training to the sales team so that they are able to both conduct demos on the itrvl platform and also sell the benefits of the platform to prospective agents.
• Where required, assist with external training on the itrvl platform.
• Responsible for training new staff on itrvl.

• Internal systems training
• Work closely with the IT department to identify key areas for training on the internal systems used by the business. These include, but are not limited to:
• MS Teams
• Sharepoint
• MS Outlook
• MS Office
• MS OneDrive
• Mimecast
• Zoom
• Webinar software
• PipeDrive where applicable
• Qlikview
• Facilitate training on the software solutions listed above to ensure that the business is making best use of the solutions provided and that best practice is being followed.
• Provide training on general IT protocols such as filing protocols, IT security, call logging protocols and other general IT-related topics.
• Responsible for training new staff on the internal IT systems, protocols, and procedures.

Remaining relevant

• Work closely with the itrvl and Window development teams to remain up to date on all developments on the respective platforms.
• Work closely with the Talent Development Manager to remain up to date with best practice in training.

Skills gap analysis and succession planning

• Consult with departments to analyze business processes and support technology needs.
• Collaborate with the heads of the teams listed below to ensure business process training needs are met in a consistent manner:
• Reservations
• Sales
• Yield and Revenue Management
• Marketing Services
• Associated Product
• Product
• Finance
• Human Resources
• Marketing
• IT

Facilitate training and provide feedback

• Assist with developing training materials on the key platforms that are specific to the day-to-day running of our company. These include, but are not limited to itrvl, Window and Tourplan.
• Facilitate training on the various platforms and software solutions that the business uses.
• As the scope of platforms and software where training is required is extensive, the Systems Trainer will not be able to present all of the training. In certain cases, the Systems Trainer will be required to call on the services of other resources to facilitate the training. These resources can either be internal or external.
• Following training, provide feedback & skills level reporting to the respective line managers.

Experience Required

• Prior experience working on the Wilderness Window, itrvl and Tourplan is advantageous. An IT-related qualification from a reputable tertiary institution is also advantageous. Prior experience documenting, training, and supporting end users on systems software or business processes is a plus.

Skills

• Excellent presentation skills. Strong project management skills and the ability to supervise multiple projects. The individual will be required to be an independent self-starter who can identify solutions for potential issues

Personal Abilities

• Tech-savvy. Able to embrace current technologies. Able to adapt well to change. Team worker who has the ability to interface with various departments. Consistent approach to quality of output. Great interpersonal skills. Ability to document technical processes. Self-starter with high energy levels.

Interests

• A passion for wildlife and a commitment to sustainability and conservation

Should you wish to apply for this role, please email your latest CV and motivation to: miriam@abcworldwide.com

ABC Worldwide