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HRSS Trainer/Communications/Knowledge Mgmt (018053W-01)


Wilmington, Delaware
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Full Time
1st Shift
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  • Training/Development
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Job Details

This position is responsible for overseeing the administration of all HR Shared Services Center (HR SSC) training as well as content maintenance within the knowledge management system. This position is responsible for developing resources and creating a working environment focused on customer service, teamwork, service quality, employee development, job enrichment, and effective and efficient business processes. 


Job Responsibilities:


  • Training & Communications
  • Work with HR SSC employees and HR SSC Leads to identify training needs and link training recommendations to measurable business objectives
  • Forecast short-and long-term training needs of the HR SSC
  • Recommend training programs and other educational activities to meet the needs of HR SSC team members
  • Work with AP HR SSC and Business contacts / external providers (as necessary), to design and develop a wide range of training programs, materials, and tools
  • Maintain HR SSC training records
  • Deliver orientation and onboarding for new HR SSC employees and any ongoing/periodic training for existing employees
  • Evaluate training effectiveness (i.e., Track the success of training initiatives) and modify the training to meet the goals of the training course
  • Assess training impact by defining appropriate business, behavioral, and participant measures
  • Keep current with training research and aware of trends in the market
  • Promote training, personal growth, professional development, and teamwork among HR SSC team members


  • Knowledge Management
  • Act as the single point of contact for all HR SSC policy and procedure modifications
  • Service as Liaison with other groups outside the HR SSC for changes to policies / processes requiring content updates to HR SSC knowledge management
  • Defines quality standards and criteria for publishing information in the relevant tools; responsible for the initial and further development of standardized information publication sign-off processes
  • Maintain internal shared services reference documentation (e.g., FAQs, desktop procedures, etc.) as well as other policy / procedural content
  • Prepare documentation for knowledge management system
  • Continually updates all knowledge management tools and ensure tools and always available with optimum functionality
  • Work with Team Leads and functional specialist on policy/ process content
  • Work with Team Leads to develop, document, and submit HR SSC-specific procedures/processes to the Shared Services Center Lead for approval
  • Maintain report databases, procedural materials and other reference materials
  • Work with Performance Improvement and Project Management Lead to implement and communicate new and revised policies, procedures, and processes to HR SSC staff in a timely manner
  • Perform related duties and projects as assigned




Bachelor’s Degree in Human Resources, Organizational Development, Communications, Marketing or Business Administration.



  • Minimum 3 years related experience in Training, Content Management or Documentation.
  • Experience with training, professional development, internal marketing or employee communications.
  • Human Resources professional/functional knowledge preferred.
  • Knowledge of or experience in training methods and curriculum design.
  • Experience in call center or shared services environment is preferred.
  • Previous customer service experience or service center experience is desired.
  • Must have the ability to navigate systems and technical applications.
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