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Corporate Trainer - Digital Tools and Customer Service (24-Month Contract)
The City of Orillia is hiring a
Corporate Trainer - Digital Tools and Customer Service (24-month contract)
The City of Orillia is less than 90 minutes from the Greater Toronto Area. Even though growth and progress have been strong in recent years, the Sunshine City has worked hard to retain the small-town charm that has captivated generations. The quality of life is unbeatable in this city surrounded by two lakes, where outdoor pursuits are available in all seasons and are enjoyed by both visitors and residents.
The City of Orillia is currently seeking a proactive, self-motivated and organized individual to fill the 24-month contract position of Corporate Trainer – Digital Tools and Customer Service.
Reporting to the Manager of Information Technology and Customer Service, the Corporate Trainer – Digital Tools and Customer Service is responsible for coordination and execution of projects and initiatives related to AI and the implementation of the Microsoft suite of productivity tools including Lists, Power Apps, Power Automate, Power BI, etc. and collaboration tools such as Teams, Teams Phones, Planner etc. The role will identify projects and participate in the business case development and project management where technology will enhance efficiency and effectiveness. Customer service training duties will encompass developing new customer service training including knowledge base articles, standards and procedures, tutorials, e-learning modules, quick reference materials and delivering training to Corporate, one-on-one and small group coaching relating to this material.
Post-secondary degree in a related field (e.g. business information systems, business administration, public administration, computer sciences). Candidates must possess at least three years of related work experience encompassing technology and training, as well as excellent verbal and written communication skills. This position requires advanced computer skills using MS 365 Office Suite (PowerPoint, Excel, Power Apps, Word, SharePoint, Teams), Microsoft Fundamentals Certification would be an asset. Certified Training Professional (CTP) or equivalent would be an asset.
The City of Orillia offers a competitive salary and registration with the OMERS pension plan. The salary for this position is $90,879 - $106,316 based on a 35-hour work week for a 24-month contract.
Interested candidates with the required qualifications are welcome to submit their resume and letter of interest by July 25, 2025 at noon.
Applications will only be accepted by applying online at careers.orillia.ca.
We thank all applicants, however, only those selected for an interview will be contacted.
Note: The City of Orillia is committed to an inclusive, barrier-free environment. Accommodation will be provided in all steps of the hiring process. Please advise the City of Orillia Human Resources Department if you require any accommodations to ensure you can participate fully and equally during the recruitment and selection process. We thank all applicants that apply and advise that only those to be interviewed will be contacted. In accordance with the Municipal Freedom of Information and Protection of Privacy Act, personal information is collected under the authority of the Municipal Act 2001,S.O. 2001, c. 25., and will be used for the purpose of candidate selection. Questions about this collection should be directed to the Freedom of Information Coordinator, City of Orillia, 50 Andrew St. S., Orillia ON L3V 7T5.
Corporate Trainer - Digital Tools and
Customer Service
Position Synopsis and Purpose
Reporting to the Manager of IT and Customer Service, the Corporate Trainer – Digital Tools and Customer Service is responsible for coordination and execution of projects and initiatives related to AI and the implementation of the Microsoft suite of productivity tools including Lists, Power Apps, Power Automate, Power BI, etc. and collaboration tools such as Teams, Teams Phones, Planner etc. The role will identify projects and participate in the business case development and project management where technology will enhance efficiency and effectiveness. Customer service training duties will encompass developing new customer service training including knowledge base articles, standards and procedures, tutorials, e-learning modules, quick reference materials and delivering training to Corporate, one-on-one and small group coaching relating to this material.
Major Responsibilities
|
Description |
Approx. Time Spent (%) |
|
Programs/Service Delivery
|
55% |
|
Policies & Administration
|
40% |
|
Financial Management
|
5% |
*Note: All activities are expected to be performed in a safe manner, in accordance with the Occupational Health and Safety Act and its Regulations, along with Corporate Safety policies, procedures and programs. In addition, all necessary personal protective equipment must be used and maintained in good condition.
Decision Making and Independence
1. Examples of the types of decisions that are made or issues/situations that are dealt with on a regular basis and how judgement is used to resolve them.
- Recommend the use of AI to improve processes.
- Create the customer service training manual and determine what should be included.
- Answer employee questions pertaining to the customer service manual.
2. Examples of situations or problems that are referred to the supervisor for direction or resolution.
- Questions pertaining to the use of AI that involve a corporate decision.
- Updated the website using AI initiatives.
- Customer service inquiries pertaining to human resources matters.
Minimum Qualifications
Education (degree/diploma/certifications)
- Post-secondary degree in a related field (e.g. business information systems, business administration, public administration, computer sciences).
Experience
- A minimum of three years of related work experience encompassing AI.
- Demonstrated experienced training in a corporate environment.
Knowledge/Skills/Ability
- Superior written and oral communications skills, including the ability to research, gather and interpret technical information and translate technical content into clear, accessible training and a final product that can be understood by a variety of audiences.
- Strong presentation, facilitation and public speaking skills.
- Ability to exercise a high level of independence with excellent organizational and time management skills to handle competing priorities.
- Stay updated on latest AI trends and advancements.
- Well-developed interpersonal and collaboration/skills to lead and/or participate on multi-disciplinary teams and cross-functional activities and projects.
- Excellent judgement, organizational, verbal, and written communication skills.
- Excellent time management and ability to handle multiple priorities.
- MS 365 Office Suite (PowerPoint, Excel, Power Apps, Word, SharePoint, Teams). Advanced computer skills in the MS Office Suite (SharePoint, PowerPoint, Excel, Work, SharePoint Teams (including Teams phones) and Power Apps.
- Experience developing training materials including knowledge base articles, standards and procedures, tutorials, e-learning modules, quick reference materials.
- Experience delivering training to Corporate, one-on-one and small group coaching.
Physical Demands
- Sitting, standing, or walking.
- Work is conducted in a standard office environment with continual visual concentration required.
Position Requirements
- Valid Class ‘G’ Ontario Driver’s License and access to a reliable vehicle.
- A current and acceptable Criminal Record Check is required prior to the commencement date.
- Attendance at meetings, seminars and conferences as required.
- Must have a high-speed internet connection and a proper workstation at a home location to enable remote work. Please refer to the Working From Home procedure.
Position Classification
|
Position Title: Corporate Trainer - Digital Tools and Customer Service |
Division: Business Development, Tourism and Modernization |
|
Department: Corporate Services |
Classification: Exempt (non-union) |
|
Work Location: Orillia City Centre |
Reports to (Direct): Manager of IT and Customer Service |
|
Position(s) Supervised Directly: N/A |
Position(s) Supervised Indirectly: N/A |
|
Effective Date: June 12, 2025 |
Revision Date: |
|
Salary Range: Category 6 - Exempt Salary Schedule |
Hours per Week: 35 |
Organizational Chart
Below is the reporting relationship of this position to others within the immediate department.
