Department of Revenue - Systems Training Manager

Company Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact. As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here. What we offer

• Impact - The work you do here matters to millions.
• Growth - Philadelphia is growing, why not grow with it?
• Diversity & Inclusion - Find a career in a place where everyone belongs.
• Benefits - We care about your well-being.

Agency Description The Department of Revenue’s mission is timely, courteous, and prompt collection of all revenue due to the City of Philadelphia, and all tax revenue due to the School District of Philadelphia. This includes the billing and collection of water and sewer charges.  The Department of Revenue Water Revenue Division provides all billing and collection functions for water and sewer charges. The collection efforts ensure that the Philadelphia Water Department has the financial resources needed to provide reliable, high-quality water to Philadelphia residents, businesses, and communities. The Department of Revenue Water Revenue Bureau is seeking a Systems Training Manager to support the customer information system (CIS) modernization effort.

Job Description

Position Summary The Systems Training Manager serves as the lead for all business training activities supporting the implementation of the new Customer Information System (CIS), a multi-year transformation that will modernize critical business processes across the Department of Revenue Water Revenue Bureau and Philadelphia Water Department. Working under the direction of the Executive Project Director, this position is responsible for developing and executing the City's training strategy to prepare employees for new business processes and technology. In partnership with the Change Manager, Project Team, Subject Matter Experts (SMEs), and the implementation vendor, the Systems Training Manager will ensure the workforce is prepared for successful system adoption, minimize operational disruption during deployment, and support long-term proficiency in the City's future-state operating model.

Essential Functions Training Strategy & Planning

• Under the direction of the Executive Project Director, lead the development, execution, and ongoing management of the training strategy throughout the CIS implementation lifecycle

• Collaborate with the implementation vendor to align the City's training strategy with the vendor's training methodology and implementation approach

• Develop and maintain the training plan, schedule, milestones, resource requirements, and training calendar

• Coordinate training activities with the Executive Project Director, Change Manager, Project Team, business stakeholders, and the implementation vendor

• Identify training risks, dependencies, and readiness activities, recommending mitigation strategies as needed

• Prepare and present regular training status reports, readiness metrics, and executive updates

Training Development

• Partner with various subject matter experts (SMEs) and the implementation vendor to develop role-based training materials, participant guides, instructor guides, job aids, quick reference guides, and other learning resources

• Ensure all training materials accurately reflect the City's configured CIS solution, business processes, and future-state operating model

• Support the development of role-based learning paths and a Training Needs Analysis that identifies learning requirements across all impacted user groups

• Coordinate updates to training materials throughout system design, configuration, testing, and deployment

• Participate in vendor-led Train-the-Trainer sessions to become proficient in system functionality and delivery methods

Training Delivery

• Serve as the primary instructor for business process and end-user training

• Deliver instructor-led classroom, virtual, and hands-on training for employees across multiple City departments

• Coordinate vendor-led training for specialized functional and technical user groups

• Manage training logistics, including scheduling, classroom coordination, attendance tracking, training communications, and training environment readiness

• Coordinate hands-on exercises and business scenarios that reinforce real-world operational tasks

• Evaluate participant understanding and adjust delivery methods to improve learning outcomes

Assessment & Readiness

• Develop and administer training assessments to evaluate user proficiency and operational readiness

• Monitor training participation, completion rates, assessment results, and readiness metrics

• Identify knowledge gaps and coordinate supplemental training, coaching, and refresher sessions

• Partner with the Change Manager to ensure training supports organizational readiness, user adoption, and successful transition to future-state business processes

• Prepare readiness reports and recommendations for project leadership

• Lead end-user training activities during the months leading up to deployment to maximize knowledge retention and operational readiness

• Coordinate just-in-time training activities immediately prior to go-live

• Work with the implementation vendor to plan and coordinate post-go-live refresher training and onboarding materials for new employees

• Evaluate training effectiveness after implementation and recommend continuous improvements to support long-term operational proficiency

• Go-Live & Post Go-Live Support

Competencies, Knowledge, Skills and Abilities Knowledge of

• Adult learning principles and training program development

• Large scale system implementations and business transformation initiatives

• Organizational change management principles and user adoption strategies

• Business process analysis and role-based learning methodologies

Skills in

• Delivering effective instructor-led classroom, virtual, and hands-on training

• Communicating complex business processes and system concepts to diverse audiences

• Building collaborative relationships with business leaders, project teams, and vendor partners

• Organizing and managing multiple priorities in a fast-paced project environment

Ability to

• Communicate effectively with employees and leaders at all organizational levels

• Adapt training approaches to meet changing project and business needs

• Analyze user feedback and training outcomes to improve learning effectiveness

• Exercise sound judgment, initiative, and professionalism while working independently and as part of a cross-functional team

Qualifications

Required

• Bachelor's degree in Education, Organizational Development, Human Resources, Business Administration, Information Systems, Communications, or a related field

• Minimum of 3–5 years of experience managing training programs for enterprise technology implementations, business transformation initiatives, or large-scale system deployments

• Experience delivering instructor-led classroom and virtual training for business users

• Experience developing role-based training programs and supporting enterprise software adoption

• Experience coordinating cross-functional teams, business stakeholders, and implementation vendors

• Strong facilitation, presentation, organizational, and communication skills

• Proficiency with Microsoft Office Suite and common training technologies

Preferred

• Experience supporting Customer Information System (CIS), ERP, CRM, billing, financial, or other enterprise software implementations

• Experience working in municipal government, utilities, or customer service operations

• Experience supporting organizational change management initiatives

• Experience participating in or coordinating Train-the-Trainer programs

• Experience with Learning Management Systems (LMS)

• Professional certification in Learning & Development, Instructional Design, Change Management, or Project Management

Additional Information

TO APPLY: Interested candidates must submit a cover letter and resume. Salary Range: $70,000 - $85,000 Discover the Perks of Being a City of Philadelphia Employee:

• Transportation: City employees get unlimited FREE public transportation all year long through SEPTA’s Key Advantage program. Employees can ride on SEPTA buses, subways, trolleys, and regional rail for their daily commute and more.
• Parental Benefits: The City offers its employees 8 weeks of paid parental leave.
• We offer Comprehensive health coverage for employees and their eligible dependents.
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available
• Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
• Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!

Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth! *The successful candidate must be a city of Philadelphia resident within six months of hire Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated. The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to [email protected]. For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx