ASPEN TrainerQA SME Senior

Job Description:

Short Description:

The Senior Software Trainer and Quality Assurance Analyst is a hybrid training/QA role that is uniquely designed to provide schools with expert knowledge and training on the Districts Aspen SIS functions and support the DevOps team in testing.

Complete Description:

The Senior Software Trainer and Quality Assurance Analyst is a hybrid training/QA role that is uniquely designed to provide schools with expert knowledge and training on the Districts Aspen SIS functions and support the DevOps team in testing and validation new SIS features. The analyst is responsible for providing virtual and in person training and support to schools and central office users. They will provide virtual and in person support and training, in addition to telephone and email support to the end-user community. This role provides resolutions for users, walks the user through a series of steps to determine the cause of a problem, updates systems to reflect users’ requests, and creates training resources to support the ongoing use of the system. The role ensures problem ownership and promotes end-user satisfaction.

Specific Duties

1. Create and maintains training resources (manuals, reference guides, webinars, websites) to support ongoing training using a number of mediums: PowerPoint, video, Captivate, Word, SharePoint, etc.
2. Provide virtual and in person training to central office and school-based staff (both at central office and at schools)
3. Interface with other teams on behalf of the training team to improve processes and relationships
4. Serve as the Tier II point of contact for support to resolve Aspen SIS user issues
5. Deliver the highest level of customer service to users
6. Log user inquiries in a ticket tracking system. Daily reviews any open issues or requests from end-users and follow-up accordingly.
7. Determine nature of obstacles and best DCPS staff to resolve, tracks and
8. Support and carries out the Chancellor’s mission to transform DC Public Schools and close the achievement gap.
9. Perform other related duties as assigned

Duties for this role will also include:

1. Identifying and communicating with key stakeholders.
2. Gathering, reviewing, and analyzing business needs.
3. Liaising between various business departments and groups.
4. Assessing options for process improvement and testing of applications, as needed.
5. Maintaining documentation regarding various projects, processes, and operations.

Required Skills and Experience

1. Required: 5 consecutive years of experience training users in Aspen SIS or other student information systems within DCPS or other educational settings.
2. Required: 2 years familiarity with help desk ticket tracking systems (Remedy, HEAT, etc.).
3. Required: 4 years of thorough knowledge of Aspen SIS capabilities
4. Required: 10 years providing excellent customer service, communication, interpersonal skills (both written and verbal) with emphasis on providing high quality customer service within a team environment
5. Required: 5 years producing training materials using video, Word, PowerPoint, Captivate
6. Ability to maintain professional communication skills when under pressure and exhibit a high level of patience.
7. Required: Must have a wide range of skills and knowledge in computer software and an understanding for network applications.
8. Required: Must have exposure to or experience in the education sector preferred.
9. Ability to quickly learn new processes and procedures
10. Ability to work independently in a fast-paced environment
11. Must be extremely well organized and detail oriented

Skills Matrix

· Bachelor’s degree in IT or related field or equivalent experience

· Excellent customer service, communication, interpersonal skills (both written and verbal)

· Ability to maintain professional communication skills when under pressure and exhibit a high level of patience.

· Must have a wide range of skills and knowledge in computer software and an understanding for network applications.

· Producing training materials using video, Word, PowerPoint, and Camtasia, or Captivate

· SME in complex enterprise level projects

· Must have exposure to or experience in the education sector preferred.

· Must have knowledge of Adobe Captivate.

· Help Desk ticket tracking systems (remedy, HEAT, etc.)

· Student Information System - SIS capabilities

· 5 consecutive years of experience training users in Aspen SIS or other student information systems within DCPS or other educational settings.

Flexible work from home options available.