Training and Knowledge Management Specialist

2 weeks ago


Phoenix, United States CareerBuilder Full time

Training and Knowledge Management Specialist

Other Area(s)

Remote

Full-Time

Mar 27, 2024
Inserso is seeking a Training and Knowledge Management (KM) Specialist to join the team for a rewarding and challenging opportunity at a government customer site in Chandler, AZ. As part of a continuous process improvement role, the Trainer and KM Specialist provides the necessary support to the various teams and management in creating/updating training material, documents, and reports, as well as conducting recurring training sessions to improve the overall performance and services across the enterprise while increasing the responsiveness of the contract staff through continued learning. The Training and KM Specialist also handles knowledge management and technical writing for several functional areas based on training needs and changes.

Responsibilities:

Collaborate with contract leadership, quality assurance, and customer stakeholders on training needs.
Create training curricula and all associated learning material.
Maintain updated curriculum database and training records.
Conduct training for all contract employees on proper use of sensitive customer systems.
Reporting in various systems to track training completions and comprehension.
Identify areas of improvement within training curricula.
Identify knowledge and skill gaps and opportunities for employee training.
Assess training effectiveness and determine the impact of training on employee skills and KPIs, such as Quality Assurance audits.
Working with internal and external teams to obtain an in-depth understanding of IT support services, customer products/systems for training and documentation requirements.
Gathering, analyzing, translating, and composing technical information into clear, readable documents to be used by technical and non-technical personnel that are referenced throughout training materials.
Use of multiple electronic systems to manage KBAs and other documentation, such as ServiceNow and SharePoint.
Creating, editing, and publishing easy to use and clear KBAs within ServiceNow for Service Desk and Tier 2 support teams.
Creating, editing, and maintaining technical documents that are clear, concise, and meet the needs of internal and external clients to include standard operational procedures, service catalogues, service level agreements, etc.
Required Skills/Experience:

Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
Associate degree or equivalent experience.
5 years of IT support, or other related IT experience.
2 years of experience as a Trainer or similar role.
Experience creating and conducting training sessions and meetings while staying on track and making effective use of attendees time.
Experience with ServiceNow or similar ITSM.
Proficient with Microsoft Office O365.
Experience in video editing with assorted associated software (Movavi, etc.).
Basic HTML coding comprehension, writing, and editing.
Exposure to TechSmith Snagit and Camtasia software.
Drive to seek and embrace change and strive for continuous improvement.
If the position requires you to enter certain facilities, you may be required to attest to or provide proof of COVID-19 vaccination or be able to provide a negative COVID-19 test result based upon time frames established by the applicable facility. Additionally, must be comfortable wearing a mask and adhering to social distancing requirements, regardless of vaccination status, unless the position is 100% telework.
Preferred Skills/Experience:

Training certifications (e.g., Certified Technical Trainer)
2 years of experience as a Technical Writer, documentation specialist, or similar role.
Experience with building trainings, quizzes, and demos in Movavi, Microsoft Stream, Microsoft Forms, or similar products.
Experience working with and creating Knowledge based articles for an ITSM based operation.
Fundamental understanding of Knowledge Centered Service (KCS).
Fundamental understanding of service desk and enterprise operations.
Exposure to IT Operational technologies, including networks, routers, switches, Operating Systems, etc.
Solid understanding of ITIL principles and ITIL certification.
Understanding of agile methodology.
Ability to gather and analyze data from various KPI sources.
Physical and/or Mental Qualifications:

Outstanding interpersonal, written, and verbal communication skills in both formal and informal formats with customers, stakeholders, and technical specialists.
Excellent attention to detail and effective organization skills with an ability to multitask and prioritize.
EOE, including Disability/Vets.
Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.

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