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Training & Knowledge Management Specialist

2 weeks ago

Washington, Washington, D.C., United States HumanTouch LLC Full time

Position Summary

We are looking for a motivated, enthusiastic Training and Knowledge Management Specialist who enjoys helping people learn, organizing information, and turning complex processes into clear, usable training and guidance. In this corporate PMO role, the specialist supports multiple programs and projects by developing and delivering training materials, job aids, and documentation that help staff and end users work more effectively.

This position collaborates with managers, technical teams, and stakeholders across the organization to build training programs, maintain knowledge base content, and ensure information is accurate, accessible, and easy to follow. The specialist plays a key role in promoting consistent practices, improving user understanding, and strengthening service quality across diverse operational environments.

This role requires someone who can work both independently and as part of cross-functional teams, with the flexibility to support onsite activities and occasional travel as needed. This is an ideal opportunity for someone who brings energy, clarity, and organization to both training delivery and knowledge management, and who thrives on helping teams learn, adapt, and succeed.

Core Competencies

  • Clear, confident communication
  • Strong instructional and technical writing
  • Effective presentation and facilitation skills
  • High attention to detail and accuracy
  • Strong organization and time management
  • Ability to simplify and clarify complex information
  • Collaborative and team-focused mindset
  • Commitment to accessibility and plain language principles
  • Proactive learner with continuous improvement mindset

Key Responsibilities & Essential Duties

  • Develop clear, well-structured training materials, presentations, e-learning content, and user guides aligned to instructional goals.
  • Write and edit user-friendly technical documentation including SOPs, process guides, job aids, and knowledge base articles.
  • Deliver training sessions, workshops, and presentations for both small and large groups.
  • Partner with subject matter experts to gather accurate information and translate it into plain language content.
  • Maintain and update training resources, documentation libraries, templates, and style guides.
  • Support knowledge management by organizing content, ensuring version control, and improving findability.
  • Assist with onboarding training, refresher training, and role-based learning activities.
  • Use accessibility and Section 508 standards to ensure all materials meet compliance requirements.
  • Track training attendance, progress, feedback, and report results to leadership.
  • Recommend improvements to training programs, documentation processes, and content quality.
  • Coordinate cross-team communication to ensure updates, changes, and new processes are documented and shared.
  • Provide editing, proofreading, and formatting support to maintain consistency and accuracy across all materials.
  • Support the creation of job aids, quick reference guides, FAQs, and process documentation.
  • Other duties as assigned.

Qualifications

Required:

  • Bachelor's degree in education, communications, information technology, or a related field, or equivalent experience.
  • 3 years experience in training development, technical writing, knowledge management, or a similar role.
  • Strong writing, editing, and plain-language communication skills.
  • Experience creating training materials, SOPs, guides, or knowledge base content.
  • Ability to deliver presentations and training sessions to both small and large audiences.
  • Proficiency with Microsoft 365 tools including SharePoint, Teams, PowerPoint, Word, and Excel.
  • Experience organizing and maintaining documentation libraries, version control, or content repositories.
  • Understanding of accessibility and Section 508 requirements for digital content.
  • Strong organizational skills with the ability to manage multiple tasks, deadlines, and priorities.
  • Ability to work collaboratively with subject matter experts, managers, and technical teams.

Nice to Have:

  • Experience measuring training outcomes using tools like Power BI or similar analytics platforms.
  • Ability to create visuals, diagrams, and job aids using tools such as Visio or Canva.
  • Experience working in an IT service management environment (e.g., supporting service desk processes).
  • Familiarity with ServiceNow or other ITSM platforms for managing training content, documentation, or workflows.
  • Awareness of emerging technologies such as generative AI and agentic AI, and interest in how they may improve training or knowledge workflows.
  • Prior experience supporting federal contracts or other compliance-driven organizations.
  • Background in process documentation, workflow mapping, or continuous improvement practices.
  • ITIL Foundation certification or similar process-focused credential.

Required Clearances/ Certifications

  • Authorized to work in the U.S
  • Must be able to acquire Public Trust Clearance

Work Environment / Location Expectations

  • Primarily onsite with possible hybrid options depending on business needs
  • Standard office environment with occasional lifting of IT equipment (up to 25 lbs)
  • Moderate travel within the Washington D.C. metro area required (~25%)

Benefits:

  • Medical, Dental and Vision Coverage
  • 401(k) Matching
  • PTO