Sr. Analyst, Training Enablement

POSITION SUMMARY

• The Sr. Analyst, Training Enablement ensure the accuracy, consistency, and accessibility of knowledge assets across the Triage function, supporting training, process adoption, and ticket deflection initiatives. Maintain process documentation, user guides, and training materials, and coordinate onboarding and refresh training sessions. This position reports to Manager, Process Enablement. 

RESPONSIBILITIES

• Supports knowledge management and training across all Oracle EBS modules covered by the Triage team, including Manufacturing, Supply Chain, Finance, and Services domains. 
• Ensures alignment with global standards and consistency across all modules.
• Owns the structuring and updating of knowledge content, translating new functional and technical solutions into logical and coherent documentation. 
• Maintains and governs SOPs, user guides, and FAQs. 
• Coordinates knowledge base updates with ERP Second Level Support teams.
• Interfaces with Business Process Enablement Lead and Process Enablement Specialists on the business side to collect inputs on knowledge needs and content gaps. 
• Coordinates with ERP Second Level Support on the IT side to ensure knowledge base updates are accurate and timely.
• Keeps informed on newly identified solutions, recurring first, second, and third level ticket patterns, and tool enhancements requiring training updates. 
• Identifies knowledge gaps and develops targeted training content to reduce recurring user errors.
• Delivers structured user training and refresh sessions, including structured onboarding of new users (process & system orientation). 
• Supports ticket deflection through proactive knowledge enablement and user education.
• Knowledge management systems, documentation tools, Oracle EBS (general understanding across all modules), ServiceNow, SharePoint, SOP creation tools, training delivery platforms.

QUALIFICATIONS

• Bachelor’s degree in Business Administration, Accounting, Finance, Economics, Engineering, Marketing, IT, Computer Science, or related discipline.
• 2–4 years in knowledge management, process documentation, or training support. 
• Experience in Oracle EBS or business process support environments.
• Strong written and verbal communication skills in English; other languages are a plus.
• Clear communication and instructional capability. 
• Ability to translate complex functional and technical solutions into logical, coherent, and user-friendly documentation and training materials.
• Analytical thinking and attention to detail. 
• Ability to identify knowledge gaps, assess content accuracy, and track training effectiveness metrics.
• Proficiency with knowledge management systems and documentation tools. 
• Experience with process documentation and SOP creation. 
• Understanding of Oracle EBS modules and functional processes across multiple business domains.

PHYSICAL & ENVIRONMENTAL DEMANDS

• No special physical requirements.

TRAVEL REQUIREMENTS

• 10% travel required.

   

The successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities.  

OUR CORE PRINCIPLES:  Safety.  Integrity. Respect.  Teamwork.  Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development