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Utility Process & System Trainer

Location: Lawrence, KS, United States
Job ID: 32781
Date Posted: Feb 5, 2020
Salary: $57750 to $86650 annually

Job Description

This important role is a training, support and quality assurance professional responsible for process and system training implementation, process testing, documentation and support for Natural Gas and Electric utility teams.

SALARY RANGE:   $57,750 - $86,650 (Determined by the knowledge, skills and abilities of the applicant.)

REPORTING RELATIONSHIP: Utility Process & System Training Supervisor

LOCATION:  Lawrence, KS

  • Relocation assistance is available for this position! Package is based on distance/complexity of the move, and individual circumstances. Contents of our relocation program are subject to change and may vary based on position.


  • Coordinate training and development programs that addresses role-based process and system training for various roles within Natural Gas and Electric Utility groups, as well as project specific training requirements.  
  • Coordinate course development, training methods, training schedules and logistics, communication plans, and follow-up for training on field operations mobile software suite and standard processes on order development to completion for the end-to-end service delivery.  
  • Coordinate course development, training methods, training schedules and logistics, communications plans, and follow-up for training systems and tools for standard Work and Asset Management processes.
  • Coordinate course development, training methods, training schedules and logistics, communications plans, and follow-up for training all other systems that enable standard utility business processes  (including but not limited to customer information systems, customer relationship management systems, timesheet systems, and reporting systems for management).
  • Take a managing role with utility stakeholders to map processes, analyze, design, and drive toward improvement and standardization across multiple jurisdictions.
  • Assess process and system change management requirements, create training documentation, develop and deliver content.
  • Identify and implement innovative tools that enable users to receive relevant training and informational content in virtual formats.
  • Execute procedures to inspect and document testing / quality assurance needs to ensure that all internal requirements are met.  
  • Coordinate test plans for software applications based on business process requirements and technical specifications.  
  • Perform tests, record and communicate results.   
  • Educate users on problem resolutions both process and system issues.  
  • Manage process and system enhancements change request intake for data-driven training development and business leader improvement prioritization.
  • Strive to meet customer requirements with consistently high quality of service and adequately document each support issue and resolution.
  • Cultivate strong relationships with system teams, project teams, process owners, and Continuous Improvement (CI), IT leaders to ensure that training content is accurate, relevant, and timely for the employee audience.  
  • Act as a facilitator of ongoing learning.
  • Contribute to an accessible and well maintained repository of training and procedural materials.  


  • Promote culture of safety, compliance, teamwork and continuous improvement.
  • Exercise appropriate level of independent judgment on Company proprietary and confidential matters.
  • Provide support to other areas of the Company as requested or assigned.


  • Minimum 3 years of relevant training experience required.
  • Experience in a utility environment preferred.
  • High school diploma or equivalent required.
  • Bachelor's degree in Business or related field preferred.


  • Proficient knowledge of Microsoft Office programs.
  • Ability to work effectively in a fast-paced environment as a collaborative team member.
  • Independent, well-organized, self-starter and able to adapt to change. 
  • Ability to develop and implement work processes which contribute to increased efficiencies. 
  • Ability to work independently as well as in a team environment.
  • Outstanding verbal and written communication skills.
  • Ability to accurately resolve customer complaints in a diplomatic and professional manner.
  • Ability to handle and prioritize multiple projects. 
  • Strong interpersonal skills; ability to professionally interface with customers and individuals across the organization.
  • Excellent organizational skills.
  • Ability to understand and utilize continuous improvement tools and concepts.

The mental and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mental Requirements: Ability to understand, remember, apply oral and/or written instructions or other information, and communicate routine factual information. Ability to apply common sense in performing job functions, usually within a set of rules or guidelines.

While performing the duties of this job, the employee is continuously (67% or more) required to: use fingers and hands, communicate, and have close visual acuity. Employee is frequently (34-66%) required to: reach, push/pull, ascend/descend stairs, position self to access lower items, and move about the office. Employee must be able to operate routine office equipment including computers and similar equipment. Must be able to routinely perform this work for an average of 6-8 hours per day and occasional extended hours as necessary. Must be capable of regular, reliable, and timely attendance.

Specific lifting abilities required by this job include: Light work. The employee is continuously required to stand and walk. Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

Work environment: Must be able to routinely perform work indoors in climate-controlled shared work area with moderate to high noise level. Worker is subject to hazards including variety of physical conditions, such as proximity to moving mechanical parts and or moving vehicles. Must be capable of up to 15% travel (e.g. 3.5 days/month) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Travel will be necessary to conduct the duties of this job, and the employee must have the ability to drive and have proper licensing.

This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the collective bargaining unit agreement will apply.

About our Company: We are a customer focused, growth-oriented utility company that is devoted to our communities. We have a mission to improve life with energy and a vision to be the energy partner of choice. Our diverse culture sparks unique perspectives, opening doors to new ideas and possibilities. Based in Rapid City, South Dakota, we have over 2900 employees and serve 1.2 million natural gas and electric utility customers across eight states (South Dakota, Montana, Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas).

Enjoy our Comprehensive Benefits Package: annual incentive program, 401(k) (6% company match and up to 9% company retirement contribution), tuition reimbursement, paid time off, additional Veteran PTO, military leave differential pay, paid holidays and annual floating holidays, company paid short term and long term disability, paid maternity and paternity benefits, health and wellness program, and competitive medical, dental and vision insurance.

Candidates must successfully pass a pre-employment drug screen and background check. 

Black Hills Energy does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

EOE, Including disability/vets.

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