A workplace powered by you

At BC Hydro, we're working towards creating a cleaner and more sustainable future for all British Columbians and need
people like you to help us. A career at BC Hydro is meaningful and provides you the opportunity to be part of a talented,
inclusive, and diverse team. We offer a healthy work-life balance, competitive wages, a comprehensive benefits package,
and training opportunities to support you in your career growth. We're proud to be ranked as one of B.C.'s Top Employers
and one of Canada's Best Diversity Employers.

We invite you to join us as we build an even cleaner B.C. We welcome applications from all qualified job seekers. If you're a
person with a disability, please let us know by emailing , as adjustments can be made to
help support you in your application process.

Learning Specialist

Number of positions: 1 Job Location: Hamilton CC

Employment type: Permanent Region: Lower Mainland

Hours of work: Full-time (37.5 hrs/wk) Flexible Work Role: Hybrid

Annual salary: $ 0.00 - 0.00

What you'll do

Designs, develops, maintains, delivers and evaluates Customer Service training programs. Creates and maintains
knowledge management documentation and standards.

Determines training needs for Customer Service by meeting with business unit groups to determine scope and nature of
training requirements. Designs, develops and maintains training programs, course materials, evaluations and tests. Delivers
training using various instructional methods and techniques.

Evaluates course effectiveness and identifies opportunities for improvements by reviewing course evaluations and test
results from course participants. Recommends improvements to training programs to management and improvements to
processes or procedures to subject matter experts and business process owners.

Creates and maintains knowledge management documentation and standards (such as brand standards, metadata
properties, taxonomy and information architecture) to ensure consistent application to content documentation. Meets with
subject matter experts and business process owners to identify work requirements and timelines. Creates or revises
documentation in adherence to brand guidelines and privacy policies and procedures and ensures documentation is
understandable and user-friendly. Coordinates the review, revision, sign-off, finalization and publishing of documentation.

Oversees communications to staff by: coordinating, creating and distributing monthly communications by working with
management to determine content; preparing and distributing a variety of communications such as emergent events (media
announcements, outages), system enhancements, new or revised processes and procedures; coordinating and creating
monthly content updates on communication monitors in the Contact Centre; and identifying and implementing
improvements in the delivery of communications.

Monitors and responds to enquiries from employees and management sent to email inboxes. Forwards enquiries to
appropriate team members as required.

Provides support for internal and external focus groups and surveys by: gathering survey requirements from key
stakeholders; creating and distributing surveys to participants; compiling, analyzing and summarizing key findings of survey
results for key stakeholders; and reviewing survey results with key stakeholders.

Performs duties of a minor nature related to the above duties that do not affect the rating of the job.

What you bring

Certificate in Adult Education & Continuing Education or Training & Development or technical writing and three (3) years
of training experience (designing, developing, delivering and evaluating training programs) or technical writing in a customer
service environment; or an equivalent combination of experience, training and education.

Requires in-house training in applicable customer service systems (such as SAP CCS), Web Authoring SharePoint and
Hydro Share Administrator/User; or must complete in-house training within three (3) months of starting in the job.

Additional Information:

Classroom and normal office conditions plus some occasional exposure to high volumes in busy larger offices when
conducting field examinations. Long periods of standing and speaking.

Please note there will be some travel away from headquarters.

Transporting (lifting and carrying) training materials. Setting up a portable classroom.

As part of the selection process, applicants may be required to take a written test/assessment during the interview.

What we offer

- A comprehensive benefits package
- A minimum of 15 paid vacation days
- A lifetime pension
- Flexible work model, depending on your role type
- Training and development courses

For more information on the benefits we offer, visit

What else you should know

This position is affiliated with the Movement of United Professionals union (MoveUP/COPE).

Before you apply, please confirm you meet BC Hydro's time in role requirement. M&P employees must meet the time in role
requirement specified in their most recent offer letter. For MoveUP and IBEW employees, the current time in role as
outlined in the Collective Agreements will apply.

Don't forget to update your Candidate Profile with your current resume and copies of your certifications. If applicable,
include your Trades Qualification. This will ensure we have all the necessary information to assess your application without
any delays.

Date Posted: 2024-05-17 Closing Date: 2024-05-23

For internal use