IT Educator

: Position Overview

The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. Whether it's I-PASS, the Move Illinois Program, open road tolling or keeping you safe with our H.E.L.P. trucks, we are committed to delivering great benefits and services to customers.

The Tollway is a user-fee system - no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues.

Under the leadership of the Board of Directors and Executive Staff, the Tollway is committed to achieving the following goals: increase collaboration with regional transportation and planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility and sustainability, maintain the safety and efficiency of the Tollway system, further transparency and accountability, enhance customer service, and maintain public trust.

In support of this mission, the Information Technology assists with the design and implementation of user-centered IT training and learning experiences that meet the needs of the Tollway and cultivate a culture of technology engagement and adoption. Essential Job Functions

The IT Educator reports to Deputy Chief of IT Operations and Support. This position is responsible for creating, facilitating and evaluating software training for Tollway employees. This role requires knowledge of instructional design, learning content creation, in-depth knowledge of various general office software, outstanding communication skills, exceptional writing, verbal and facilitation skills, as well as ability to present technical and non-technical information clearly and precisely to diverse groups of people. Support of basic Helpdesk requests when there are lulls in training duties is also an expectation. Position responsibilities include but are not limited to:

• Develop and design group and individual instructor led, e-learning, blended, virtual and in-person learning experiences for end-users
• Facilitate virtual and in-person trainings regarding technology usage, procedures, and policies
• Leverage pre-packaged trainings
• Customize training materials to Tollway processes and procedures
• Determine the educational needs of Tollway employees.
• Set up systems and equipment to facilitate learning
• Track effectiveness of programs and initiatives, leveraging data to continuously assess, measure and improve outcomes

• Receive and support incoming simple helpdesk service request tickets
• Assist employees in-person and through a remote support platform
• Schedule and collaborate to promote trainings and informational sessions
• Work with employees to resolve basic IT issues in a timely and friendly manner
• Ensure requests and tickets are followed up on in a timely manner
• Escalate tickets as needed
• Complete special projects and other duties as assigned by the department's senior leadership

Qualifications

Education (Required)

• Bachelor's degree from an accredited college in a related field of study or 5 plus years' experience Equivalent of Education and Experience

Skills and Experience (Required)

• Three years previous experience in technical learning
• In-depth knowledge of commonly used office software
• Demonstrated experience creating impactful learner-centered training
• Demonstrated experience utilizing technology to deliver learning experiences
• Highly skilled at presenting technical and non-technical information clearly and precisely to diverse groups of people
• Incorporate various media to support learning (e.g. infographics, videos, screencasts, etc.)
• Design evaluations, interpret results and improve learning experiences based on data
• Fundamental understanding of adult learning theories
• Basic IT issue resolution skills
• Excellent customer service skills
• Excellent verbal and written communication skills
• Ability to work with stakeholders at all levels of the organization
• Superior organizational, problem-solving and critical-thinking skills
• Ability to use a range of technology and tools, including those used for professional learning, video conferencing, and general office management
• Ability to manage and prioritize multiple projects and work effectively with minimal supervision while adhering to strict deadlines in a fast-paced complex environment

Skills and Experience (Preferred)

• IT Helpdesk experience (Hardware and Software)
• Strong experience with Adobe Suite of Products
• Expert level Knowledge of MS Office 365 Suite.
• Familiarity with report writing and analysis
• Experience with ServiceNow Application Suite
• Ability to support video conferencing systems for private and public meetings.

The Illinois Tollway is committed to creating a diverse environment and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin or ancestry, disability, unfavorable discharge from military services, age, order of protection status, military status, sex or sexual orientation.