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.

Requirements:

Knowledge, Skills and Abilities

• Ability to present complex subject matter in understandable terms to learners with diverse levels of computer experience.
• Demonstrated ability to communicate persuasively, both orally and in writing, on a prepared and extemporaneous basis with attorneys and staff.
• Must be able to relate software features to users’ work environment, tasks, and objectives in an effective manner that leads to improved quality and productivity.
• Must possess excellent facilitation skills, presentation skills and an engaging presentation style.
• Demonstrated ability to make presentations to small and/or large groups in an effective manner.
• Demonstrated ability to develop curriculum, technical documentation, and eLearning videos. Will participate in the implementation of new training programs.
• Ability to participate in the planning, policy and decision making discussions involving end user training, curriculum, documentation, and deployment plans.
• Ability to adapt to changing priorities and maintain a productive and committed work effort, meeting deadlines and managing workload.
• Demonstrated ability to provide quality client service to both internal and external contacts. Requires patience, creativity and discretion.
• Demonstrated ability to work independently or with others in a cooperative manner, demonstrating initiative and self-motivation, to accomplish position functions and participate in team efforts.
• Must have sound negotiation skills and be able to develop and maintain effective business relationships.
• Ability to analyze and interpret information from a variety of sources, apply critical and creative thinking to draw conclusions or develop solutions to problems.
• Must be able to travel as necessary to conduct classroom and individual training sessions in the firm’s remote offices.
• Must have working knowledge of eLearning/video creation tools such as Articulate, Camtasia, Vyond, Movavi, etc.
• Ability to safely lift, move and carry items weighing less than 50 pounds.

Education

The position requires a Bachelor’s Degree in Computer Science, Information Systems or related field. Equivalent training and experience may substitute for education.

Experience

The position requires a minimum of five (5) years of increasingly responsible, directly related law firm experience including demonstrated experience teaching Microsoft Office/M365 and standard legal applications to users at all skill levels. (e.g. iManage, NetDocs or other DMS, Intapp Time, Laurel AI or similar time entry, Litera ChangePro or similar redlining tool, Legal MacPac/Forte, etc.).

Crowell & Moring LLP offers a competitive compensation and comprehensive benefits package which includes progressive options such as backup child care, wellness programs, cultural events and social activities. We take great pride in our positive, friendly culture that rewards hard work and success, at the same time recognizing the importance of family and community service.

Our Firm is committed to fair and equitable compensation practice in accordance with applicable laws. The salary for this position is $80,000 - $105,000. Additional compensation may include a discretionary bonus. Other benefits include healthcare, vision, dental, retirement, and all-purpose leave. The salary for this position may vary based on location, market data, an applicant’s skills and prior experience, certain degrees and certifications, and other factors.

EOE m/f/d/v
Crowell & Moring LLP participates in the E-Verify program.