Senior Software Trainer and Quality Assurance Analyst

2 weeks ago

Washington, Washington, D.C., United States Go Intellects Inc Full time

Role: Senior Software Trainer and Quality Assurance Analyst

Client : DC Government

Location : Washington, DC (Hybrid)

Job Description :

Specific Duties

  • 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.
  • Provide virtual and in person training to central office and school-based staff (both at central office and at schools)
  • Interface with other teams on behalf of the training team to improve processes and relationships
  • Serve as the Tier II point of contact for support to resolve Aspen SIS user issues
  • Deliver the highest level of customer service to users
  • Log user inquiries in a ticket tracking system. Daily reviews any open issues or requests from end-users and follow-up accordingly.
  • Determine nature of obstacles and best DCPS staff to resolve, tracks and
  • Support and carries out the Chancellor's mission to transform DC Public Schools and close the achievement gap.
  • Perform other related duties as assigned

Duties for this role will also include:

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

Required Skills And Experience

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

Job Type: Full-time

Experience:

  • Help Desk ticket tracking systems (remedy, HEAT, etc.): 4 years (Preferred)
  • Student Information System - SIS capabilities: 4 years (Preferred)
  • training users in Aspen SIS: 5 years (Preferred)
  • customer service, communication, interpersonal skills: 10 years (Preferred)
  • Ability to maintain professional communication skills : 10 years (Preferred)
  • computer S/W and an understand N/W applications.: 10 years (Preferred)
  • training materials - Word, PowerPoint, Camtasia, Captivate: 10 years (Preferred)
  • SME in complex enterprise level projects: 5 years (Preferred)
  • exposure to or experience in the education sector preferred.: 4 years (Preferred)
  • Must have knowledge of Adobe Captivate.: 4 years (Preferred)

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