Sr Associate- Global Application Support Knowledge and Training

About Northern Trust:

Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

Furthermore:

• You bring 3+ years of experience in application production support, IT service management, or a related field.
• You have a bachelor's degree in information technology, Computer Science, Business Administration, or a related field.
• You have a strong understanding of application support processes, incident management, and ITIL best practices.
• You possess strong interpersonal skills and the ability to work effectively with diverse teams and stakeholders.
• You have experience with the following:
  • knowledge management tools (e.g., Confluence, SharePoint) and IT service management tools (e.g., ServiceNow, Jira).
  • Exceptional verbal and written communication skills
  • knowledge management, technical writing, or documentation is highly desirable.
  • Previous experience in a communication lead or training role is a plus.
  • Exceptional organizational skills and attention to detail.
  • Strong problem-solving skills and the ability to work independently and as part of a team.
  • Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.
  • A proactive and adaptable approach to change and continuous improvement.
  • Experience writing newsletters, policy & procedure documents.
  • Proven ability to develop and deliver engaging training materials and presentations.

Our tech stack: OKTA / CyberArk/ ServiceNow / Azure ADO

/ Confluence / SharePoint / PowerBI / Pivotal Cloud Foundry / Salesforce

WHAT YOU'LL DO

As a partner on the Service Delivery & Operations team, you will be an integral part of one of our team focused on information security and technology . We cherish and nourish our diverse and inclusive culture and welcome you to help us further grow our community. As an

Global Application Support Knowledge and Training Lead, you will:

• Develop, organize, and maintain a comprehensive knowledge base of support articles, troubleshooting guides, FAQs, and best practices for application production support.
• Ensure all knowledge articles are up-to-date, accurate, and accessible to the support team and end-users.
• Collaborate with subject matter experts to capture and document new solutions and procedures.
• Implement and utilize knowledge management tools and systems to streamline access to information.
• Serve as the primary point of contact for internal and external communication related to application support issues and updates.
• Develop a framework to distribute regular communication updates, including incident reports, service alerts, and system changes.
• Establish a communication process during major incidents or system outages, to ensure timely and clear information to stakeholders.
• Foster strong relationships with cross-functional teams to facilitate effective communication and collaboration.
• Design, develop, and deliver training programs and materials for the application support team, including onboarding sessions for new hires.
• Conduct regular training sessions and workshops to enhance the technical skills and knowledge of the support team.
• Evaluate the effectiveness of training programs through feedback and assessments, and make improvements as needed.

Maintain training records and ensure compliance with mandatory training requirements.

Working with Us:

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

We'd love to learn more about how your interests and experience could be a fit with one of the world's most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater

Reasonable accommodation

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com .

We hope you're excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.

Apply today and talk to us about your flexible working requirements and together we can achieve greater.