IT Knowledge, Learning & Development Consultant

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The ITSM Knowledge and Configuration Management Consultant leads the overall IT Knowledge and Configuration Management Processes under IT Service Management for the Local Business Unit in conjunction with various local business departments, IT Project management, IT Production Support and Governance teams, and ensures proper observance of knowledge and configuration management practices to support IT and business objectives.

ROLES AND RESPONSIBILITIES:

Knowledge Management

Acts as overall process owner accountable for the overall quality of the IT knowledge management process and oversees the management of and compliance with the procedures, policies, standards, and technologies associated with the processEstablishes IT knowledge management process to maintain and improve the effective, efficient, and convenient use of information and knowledge across the organizationDesign the IT knowledge management process to conform to best practices and meet the needs and standards of the organizationPromotes awareness and acceptance of a knowledge-sharing culture, establishing and coordinating with Knowledge Management Champions in the organizationMonitors and reviews the execution of knowledge management process, ensuring it remains consistent with the organization's current culture and ITSM strategyEstablishes regular knowledge audit and review processes to ensure accurate and timely maintenance of information and knowledgeSynergizes with other ITSM process owners to support quality delivery of overall ITSM serviceEnsures IT knowledge management process compliance to overall AIA IT, Risk Compliance & Internal Audit StandardsInterfaces and leads process discussions on all IT Knowledge Management-related activities in compliance to the AIA Risk & Compliance Teams and Internal Auditor reviewsProvides regular training and process cascade to ITSM Knowledge Management Process key stakeholdersEnsures continual process improvement aligned to business needs and industry trends and recommends to senior management strategic initiatives to further enhance the IT knowledge managementprocess regularly

Learning & Development

Establish and operationalize Learning and Development framework and practices within ITOverall L&D process owner accountable for the overall quality and compliance to L&D activities such as but not limited to:onboarding of new resourcesDevelopment opportunities of current employees through trainings and certificationsEstablishment of different L&D activities and practices to support continuous improvementContinuous monitoring of L&D activities, employee compliance to L&D requirementsIdentification of L&D resources (Udemy, linkedIn Learning, etc.) and network that AIA IT PH can leverageIdentify industry L&D best practices and emerging trends and implement it within ITContinuously share thought leadership to IT Leadership Team on L&D best practices and emerging trends and how can IT as organization benefit from it.Perform gap analysis on IT resources capability and learning development path, compare against industry standards, identify improvement opportunities, and implement recommendationsEstablish IT L&D process to maintain and improve the effective, efficient, and convenient use of training materials, information and knowledge across the organizationDesign the IT L&D process to conform to best practices and meet the needs and standards of the organizationPromotes awareness of a continuous learning culture, establishing and coordinating with L&D champions in the organizationMonitors and reviews the execution of L&D process, ensuring it remains consistent with the organization’s current cultureEstablishes regular review of training materials to ensure accurate and timely informationEnsures IT L&D process compliance to overall AIA IT, Risk Compliance & Internal Audit standardsProvides regular process cascade and communications of L&D processes and continuous learning opportunity.Ensures continual process improvement aligned to business needs and industry trends and recommends to senior management strategic initiatives to further enhance the IT L&D process regularlyPerforms other responsibilities and duties periodically assigned by supervisor to meet operational requirements

Minimum Job Requirements:

Minimum of 8 years of experience in L&D, with expertise in functional L&D for IT or technology-related roles, knowledgeable on IT standard best practices like ITIL, CMMI, PMI, Agile, Cloud, COBIT, ITQSB etc.Can communicate  effectively  to  all  levels of  resources  in  the organization, from entry-level to C-suiteAttention to details and analytical thinking is a mustKnowledge and experience in creating reports and dashboards is a plus Knowledge of SDLC (traditional/Agile) is a plusBachelor’s degree in Information Technology, Engineering, Psychology, or similar fieldInsurance or financial services industry experience ideal but not a must.Strong change agent and can influence mindset and behaviors, including those of senior leaders.Self-starter, with the ability to ideate, plan, and execute L&D-related initiatives to support new ways of working.Passionate about agile, innovation and change and are excited to promote and embed them across the organization.Intellectually curious and love learning new skills and capabilities

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