Manager of Training and Knowledge Management

Scientific Games:

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position Summary

The Manager of Training and Knowledge Management directs and manages all functions pertaining to documentation, training and troubleshooting procedures for Service Management, including Field Service, Global Service Center (GSC), and SGEP. Manages QA evaluators to ensure adherence to policy and procedures conform to training. Serves as main point of contact for all projects associated with employee development and knowledge management (KM). Ensure successful presentation and assessment of training content, delivered via learning management systems and content management applications, in person, remotely, or recorded for Service Management staff.

Scope

• Products: Lottery Systems: Terminals and peripheral equipment and supporting software applications

• Locations: AZ, DE, IA, KS, MD, ME, ND, NM, OK, OH, PA, VT, National SciQ (Systems)

• Staff: Supports remote teams of Field Service Techs and Call Center Agents located in multiple jurisdictions.

Job Duties / Key Accountabilities

• Unify and bring consistency to all training efforts across Service Management, including but not limited to Field Service, Depot, Hotline, and Dispatch.

• Staff and develop expertise to meet all current and future training, documentation, and KM needs.

• Provide ongoing insights and reports on training program performance and compliance.

• Ensure dedicated resources are always available to support onboarding new remote staff.

• Develop remote learning curriculum and techniques, leveraging LMS and streaming video solutions to reduce or eliminate the need for travel while maintaining or improving employee preparedness.

• Works with department leaders to distill feedback from CX, CSAT, and surveys into actionable training and Quality coaching efforts.

• Integrate feedback obtained from Analytics and customer feedback into training programs.

• Identify, develop and deliver an ongoing refresher training program for each product line. 

• Responsible for overseeing the documentation of all training materials including manuals, work aids, troubleshooting processes, and key responsibility area (KRA) documents.

• Works with department leaders to fully integrate processes in all its affiliated locations.

• Manage content and curation via tools such as eGain and SharePoint.

• Interfaces with stakeholders to distil knowledge into illustrations, written procedures, and video content into a single repository of knowledge.

• Performs other duties as assigned

Supervisory Responsibilities

This position carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Supervisory responsibilities include, but are not limited to: training and mentoring employees; planning, assigning, delegating and directing work; appraising performance; rewarding and disciplining employees; and resolving employee issues.

Job Level Description

Supervises and assigns the work of support staff.

Qualifications

Qualifications / Skills / Knowledge

Required:

• Four-year college degree in publishing or journalism or similar field
• Ability to pass the following background checks: Criminal, Consumer Credit, and FBI Identity History, and all compliance training
• Ability to travel, working with employees and customers face-to-face.
• Demonstrated management experience of content writers, trainers, and KM specialists.
• Proficiency in MS Office Suite of tools
• Excellent written and verbal communications.

• Ability to have “ears to the ground” regarding need for changes to processes.
• Ability to develop and drive consensus for action with peers and managers.
• Ability to manage multiple projects at the same time.
• Professional yet dynamic communication style for all levels of stakeholder and customer interactions.
• Attention to detail and achieving results.
• Vision and intuition to see “big picture” issues and their potential impacts.
• Excellent analytical and probing skills

Desired:

• Master’s degree preferred.

• Proficiency with Web-based incident reporting and ticketing systems.

• Project management experience.

• Experience utilizing LMS tools and remote delivery of content.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses.   As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.   In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. 
 

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.