Senior Technical Trainer

Crowell & Moring LLP is an international law firm with offices in the United States, Europe, MENA, and Asia that represents clients in litigation and arbitration, regulatory and policy, intellectual property, and transactional and corporate matters. The firm is internationally recognized for its representation of Fortune 500 companies in high-stakes litigation and government-facing matters, as well as its ongoing commitment to pro bono service and diversity, equity, and inclusion.

Job Summary

The Senior Technical Trainer will determine and assess learning needs with various stakeholders, design, develop, implement and revise learning resources, courses, eLearning, and videos for firm employees. Provide new hire training and a regular schedule of continuing education focused on the current and future needs of our attorneys and staff.    There will be occasional opportunities to co-facilitate and offer train-the-trainer sessions. In addition, the Senior Technical Trainer will assist improving our technology training curricula, preparation and production of documentation and providing technical customer support.

Job Responsibilities

• Trains new employees on the firm’s technology including application usage, remote access, and telephone/voicemail systems.
• Leads the development of written training curricula and associated materials (e.g. handouts, exercises, etc.) for current and new technology initiatives. Works with other IS trainers to develop and maintain reference guides and other documentation.
• Delivers user focused training through one of the following methods: instructor led, one-on-one coaching, demonstration style, webinars, micro videos and eLearning modules across all offices in a logical, accurate and effective manner.
• Conducts assessments to determine current and future needs in information technology training, and recommends goals, objectives and priorities.
• Conducts evaluations to assess effectiveness of delivery and content of training sessions and materials. Maintains records and prepares related reports.
• Researches, designs, develops and maintains course descriptions, course materials, full user documentation, Frequently Asked Questions (FAQs), online learning materials, class schedules, user registration, evaluation criteria, learning paths, and attendance records using the firm’s learning management system.
• Evaluates, tests and recommends new or upgraded hardware and software packages, based on features that best meet attorney and staff needs.
• Leads the coordination of training registration, scheduling, and production of materials.
• As directed by management, resolves and documents requests for assistance from clients experiencing problems with hardware, software, networking, and other computer related technologies in compliance with service level agreements.
• Consistently models the highest levels of client service orientation and professionalism.
• Acquires and maintains knowledge of relevant products, current support policies, and methods of support delivery.
• Participates in the planning and implementation of special projects as requested.
• Creates educational resources to include eLearning videos and guides for other departments as needed.
• Conducts New Hire Orientation for employees across all offices as needed.