Global IT Training Specialist

Benefits

Additional Information

Corporate At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. Job Summary The Training Specialist is responsible for designing, delivering, and maintaining IT training programs and knowledge resources that support technology adoption across a global workforce of approximately 10,000 users. This role operates within the End User Services and Training team under Global IT, Digital Workplace Technology and Services. The Training Specialist develops and delivers end user training for enterprise technology platforms, maintains the IT onboarding curriculum and manages the knowledge base infrastructure that enables employees to find accurate answers and resolve common issues independently. The role requires equal fluency in instructional design, content delivery, and documentation governance. This position operates in an FDA-regulated medical device environment and is expected to apply appropriate rigor to documentation standards, content accuracy, and process consistency in all training and knowledge management activities. Essential Functions Design, develop, and deliver end user training for the Microsoft 365 ecosystem (Outlook, Teams, SharePoint, OneDrive, Copilot) as well as other platforms and enterprise conferencing tools. Own and maintain the IT onboarding training curriculum, ensuring new hires receive consistent, role appropriate technology enablement from their first day. Produce training content in multiple formats including live virtual sessions, recorded walkthroughs, quick reference guides, and self service resources to serve a globally distributed audience. Organize and maintain training assets within the Microsoft 365 environment to support content discoverability and long term reuse. Manage delivery logistics for live training sessions including scheduling, communications, attendance tracking, and post session feedback collection. Develop targeted audience adoption content in support of change management initiatives when new technologies, platforms, or IT policies are introduced. Analyze support ticket trends, onboarding feedback, and stakeholder input to identify training gaps and translate findings into content priorities. Create, publish, review, and maintain IT knowledge base articles in ServiceNow, ensuring accuracy, clarity, alignment with approved documentation standards and formats. Apply and enforce established templates, formatting standards, and review cycles consistently across IT knowledge contributors. Collaborate with knowledge owners across IT to keep articles current following technology changes, incidents, or process updates. Contribute to monthly reporting on knowledge base health and utilization metrics, including article engagement, search gap analysis, and content freshness. Coordinate periodic knowledge audits, managing owner review cycles and flagging articles requiring updates or retirement. Required/Preferred Education and Experience Bachelor's Degree in Organizational Development, Instructional Design, Information Technology (or related degree or work experience) 4-6 years 3-5 years in IT training, technical enablement, or knowledge management within a technology organization preferred 1-3 years Hands on proficiency with Microsoft 365 applications, with the ability to use and teach the platform confidently Experience creating and delivering training in a hybrid or remote environment across multiple time zones Knowledge of ITIL frameworks (v4); ITIL Foundation certification strongly preferred Experience with the ServiceNow Knowledge Management module or comparable ITSM knowledge tooling preferred Exposure to a regulated industry environment (medical device, life sciences, pharmaceutical, or financial services) preferred Experience with Microsoft Copilot, Viva Learning, or SharePoint based self service learning portals preferred Proficiency with screen recording or content authoring tools such as Camtasia, Articulate, or equivalent preferred Knowledge, Skills and Abilities Demonstrated ability to translate technical concepts into clear accessible content for non-technical end users. Strong written communication skills with consistent attention to documentation quality, structure, and accuracy. Ability to manage multiple content workstreams simultaneously with minimal supervision. Familiarity with instructional design methodologies. Conversational proficiency in a second language is an advantage given our global user base. ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneur

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