Program Support Analyst/clerk

3 weeks ago

Washington, United States Peak Technology Solutions, Inc Full time

Job Overview:
Short Description: The Enablement Program Support Analyst is responsible for clerical and administrative duties related to the delivery of training and knowledge management programs at OCTO. The role supports the Enablement Program and Senior Enablement Specialist/Training Lead in running the day-to-day operations of the OCTO Digital Services Training program and the development of the Knowledge Management Portal.

The Tech Enablement Team is seeking an experienced Program Support Analyst to conduct day-to-day operations and support the management of the Tech Enablement Program, including all aspects of developing and managing the OCTO Digital Services Training program and the IT Service Management (ITSM) knowledge database.  

Program Support Analyst duties include:

- Manage Tech Enablement’s Digital Services Training Calendar 
- Support the development and roll-out of a Learning Management System for the Digital Services Training Program 
- Setup course registrations
- Communicate with training facilitators  
- Upload and update course content and materials  
- Create and disseminate feedback surveys 
- Produce reports on training statistics 
- Assist with developing new training curricula
- Manage training requests received through IT Service Management (ITSM) System and other various channels. 
- Develop needs assessments to evaluate the organization's training needs 
- Create new training materials including presentations, handouts, and guides 
- Design activities or lessons to teach certain technical skills 
- Create new and update/customize existing course materials  
- Support facilitators to ensure all virtual courses are running smoothly 
- Assist with inquiries in the Teams chat for virtual trainings 
- Support the production of virtual and in-person training/learning events 
- Manage the EnableTECH Community in Teams 
- Share training announcements and updates with all relevant stakeholders (Chief Information Officers (CIO), end-users, Training Coordinators, Operations Leads) 
- Monitor the Teams channel or CIO meetings to disseminate training information throughout the organization. 
- Support the creation of knowledge articles, user guides, video tutorials
- Collaborate with other OCTO program teams to manage the Knowledge Creator Network 
- Manage the help article knowledge database on the end-user self-service portal
- Performs other related duties as assigned.

Schedule:

- Monday to Friday

**Experience**:

- Strong attention to detail and quality control: 1 year (preferred)
- writing/communication skills ability technical terms plainly: 1 year (preferred)

Work Location: In person

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