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Training and Knowledge Management Analyst

NYC Human Resources Administration (HRA)

Office of Constituent Services (OCS)

Training and Knowledge Management Analyst Administrative Staff Analyst NM

The New York City Human Resources Administration (HRA), one of the nation's largest social service agencies, is recruiting for a dynamic individual to serve as the Training and Knowledge Management Analyst for the agency's main call center Infoline. Infoline is HRA's call center and provides information on HRA's programs to the public. Infoline receives approximately 2.3 million calls each year. Fifty percent of the calls are handled within an Interactive Voice Response System (IVRS) and the remaining fifty percent are handled by Customer Service Agents who speak to callers in real time and are able to provide HRA case specific information. The Central Complaint Unit (CCU), a unit at Infoline, handles more complex cases that often require working with the Job Centers and Caseworkers for resolution. OCS also works with program areas to identify trends and address issues.

Aligning with the overall HRA and Infoline call center strategy, this position is responsible for sustaining the knowledge management agenda within Infoline, ensuring leading practices in the creation, collection, storage, use, and sharing of content necessary to provide a positive caller experience for Infoline's clients. This role also includes responsibility for Infoline's training program, spanning from the identification of the training requirements, through to the coordination of the development and delivery of the training. This position reports directly to the call center director.

The Training and Knowledge Management Analyst will:
• Design and improve processes for the creation, collection, storage, use, and sharing of content including templates and training materials.
• Work closely with the Quality Assurance Analyst and call center management, develop, facilitate and deliver the Infoline training program.
• Promote knowledge management leading practices.
• Develop and implement an end-to-end process for the capture, storage, and retrieval and protection of content, including the day-to-day management of the Knowledge Base.
• Enable the sharing of knowledge across the organization through the creation of networks, insight sharing meetings, tools and other forms of collaboration.
• Conduct training needs assessments.
• Advise on methods and formats to produce and deliver effective and impactful learning.
• Propose, review and engage internal and external training resources.
• Maintain appropriate training resources and tools, such as presentations, recordings, user guides and trainer materials.
• Organize the logistics and delivery of training sessions.
• Capture participant feedback for continuous improvement.

Preferred Skills:
• Bachelor's degree and at least 2 - 3 years of experience within Training and Knowledge/Information Management and supporting toolsets.
• Experience in implementation of call center knowledge and information management strategies and practices.
• Experience in the creation, coordination and delivery of call center training programs.
• Evidence of delivering business projects on time, on budget, and with high quality standards.
• Excellent organizational and documentation skills.
• Excellent inter-personal, facilitation, written and verbal communication skills.
• Computer skills and knowledge of relevant software applications including database management, content and document creation management, project management, word processing, spreadsheets, etc.

Qualification requirements: 1. A master's degree from an accredited college in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies or a closely related field, and two years of satisfactory full-time professional experience in one or a combination of the following: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area. 18months of this experience must have been in an executive, managerial, administrative or supervisory capacity. Supervision must have included supervising staff performing professional work in the areas described above; or 2. A baccalaureate degree from an accredited college and four years of professional experience in the areas described in "1" above, including the 18 months of executive, managerial, administrative or supervisory experience, as described in "1" above. Salary Range: $56,937 - $70,000. New York City offers an excellent and comprehensive benefits package.

Residency Requirement: New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview. For consideration, please go to and search for Job ID #134296 to apply. SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW HRA/CITY OF NEW YORK IS AN EQUAL OPPORTUNITY EMPLOYER



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