Customer Support & Systems Trainer

Recruitment Details Customer Support & Systems Trainer Department: Community Services DepartmentDesignated Work Location: 395 Main StreetPosition Type: Temporary, Full-time (Term ends October 31, 2025, with a possibility of an extension)Hours of Work: 8: 30 a. m. to 4: 30 p. m. , Monday to Friday Salary: $31. 08 - $33. 60 hourly, as per the Clerk C Classification within the C. U. P. E. Collective Agreement Employee Group: C. U. P. E. Posting No. : 126154Closing Date: August 10, 2025Providing a wide range of services to over half of all Manitobans, The City of Winnipeg is one of the largest employers in Manitoba.

We provide a comprehensive range of benefits and career opportunities to our employees. These include competitive salaries, employer-paid benefits, dental and vision care, pension plans, and maternity/parental leave programs. Additionally, we offer education, training, and staff development opportunities to ensure that our employees are equipped with the necessary skills to advance in their careers. Our Benefits web page provides detailed information about the benefits we offer, and we encourage you to visit it for further information at City of Winnipeg Benefits .

We take pride in fostering a diverse , safe, and healthy workplace where our employees can thrive and achieve their full potential. Flexible work arrangements, which may include flexible hours, remote work, or a hybrid of remote work may be available; subject to review and approval. Please note that Employees who are approved to work remotely are responsible for and must demonstrate that they are available to return to their Designated Work Location and/or other work location to attend meetings or attend other tasks that occur in person.

The City is committed to attracting and retaining a diverse skilled workforce that is representative and reflective of the community we serve. Applicants from equity groups that have been and continue to be underrepresented at the City are encouraged to apply. Indigenous Peoples, Women, Racialized Peoples, Persons with Disabilities, 2SLGBTQQIA+ Peoples, and Newcomers are encouraged to self-declare in the online application. Requests for Reasonable Accommodation will be accepted during the hiring process. Preference to internal applicants may be applied.

Job Profile Under the general supervision of the Business & Customer Support Services Coordinator of the Community Development and Recreation Services Division, the Customer Support & System Trainer is responsible for internal and external customer support, user training, and functional testing. As a super user of the Community Services registration system, the Customer Support & System Trainer is the point of contact for internal users requiring assistance to complete tasks or transactions and helps users mitigate potential issues.

Where issues arise that the Customer Support & System Trainer cannot help, they will consult with the supervisor and/or contact IT/IS Support, or create a case with the system vendor, or do both. A significant portion of the position is dedicated to selecting training materials and facilitate learning through a variety of delivery methods such as conducting classroom instruction, virtual training or on the job coaching. Additionally, the super user will conduct system/program related analysis and research, perform user acceptance testing, test cases, record results and update approved scripts.

The super user is an administrator for creating user profiles and editing system permissions as required. Given the position interacts with the business and customers daily, the Customer Support & System Trainer will assist with documenting business processes and provide recommendations for continuous improvement, and other duties as assigned. As The Customer Support & Systems Trainer You Will Provide internal training on the use and functionality of the registration system. Provide customer support for the registration system. Assist with registration system related assignments and analysis. Perform functional (system) testing. Perform administrative functions related to the registration system.

Your Education And Qualifications Include Grade 12 – High School graduation or an equivalent combination of training experience and education will be considered. A certificate or diploma or courses related to the area of work, e. g. Adult and Continuing Education, Information Systems or Business Analysis is desirable. Courses or workshops in technical writing, creating user manuals or support documents for business, government or industry is desirable. Certificate or diploma in adult learning within 6 years or equivalent experience in conducting adult training/education. Three (3) years of prior related work experience.

Three years of experience working in a Customer Service Support systems environment. Experience utilizing a customer information/account or payment system. Ability in providing exceptional customer service. Ability to learn specialized software applications with ease. Proficiency and experience with the Microsoft Office Suite (specifically, Outlook, Excel, Word and PowerPoint) in order to create and maintain documents and spreadsheets, update presentations and communicate with customers/staff. Ability to communicate effectively both verbally and in writing, including the ability to make formal and informal presentations.

Experience in training/familiarizing new staff with a business system while incorporating business policy, practices and procedures. Experience with designing training materials including user manuals, quick reference guides and support documentation. Ability to prioritize tasks and requests and escalate potential or realized issues within a system. Ability to act quickly and respond to unexpected system deficiencies. Ability to facilitate small groups of people for training purposes. Experience or ability to research system functionality, and document test scenarios and recommend script updates. Ability to effectively work with people in a wide variety of circumstances, including diffusing a potentially upset customer.

Ability to establish and maintain effective and respectful working relationships with staff at all levels. Ability to work independently and in a team environment. A general understanding of the municipal political and administrative environment. Ability and willingness to work varied hours. Experience creating business reports using system data. Must be bondable. Willingness to participate and complete departmental and divisional required training. Conditions Of Employment The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.

A Police background check, with Vulnerable Sector Check, satisfactory to the employer will be required from the successful candidate, at their expense. To obtain a Police Information Check, please visit www. winnipeg. ca/police . How To ApplyAPPLY ONLINE, including all documentation listed below: Current resume (Required). Applications submitted without REQUIRED documentation will not be considered. Your application documents must clearly indicate how you meet the qualifications of the position. * Notes Online applications can be submitted at http: //www. winnipeg. ca/hr/ .

For instructions on how to apply and how to attach required documents please refer to our FAQ's or contact 311 . Position Reports To: Coordinator of Business and Customer Support Services If and when this temporary position becomes permanent, the successful applicant to this bulletin will automatically receive this position and a further bulletin will not be necessary Only candidates selected for interviews will be contacted.