Senior Training & Development Specialist

Role Summary
A Senior Training & Development Specialist with expertise in Quality Assurance supporting IT service desk operations within a government enterprise. This role involves designing and implementing training programs, developing communication strategies, and analyzing service metrics to enhance IT efficiency and stakeholder satisfaction. The position requires a proactive approach to facilitating user adoption and driving continuous improvement across the organization.

Responsibilities

• Develop and deliver strategic communication and training campaigns to promote self-service solutions and reduce the reliance on live support.
• Draft and publish informative content (web pages, emails, newsletters, videos) to guide end users on system use and updates.
• Plan and execute operational communication strategies utilizing various channels such as intranet, email, and multimedia formats.
• Establish and maintain standardized communication templates, workflows, and shared channels to streamline training inquiries and notifications.
• Provide data analytics services by reviewing service desk tickets, web traffic, and survey results to identify improvement opportunities.
• Design and deploy training feedback mechanisms, including surveys and ServiceNow requests, to assess and meet audience learning needs.
• Lead change management efforts by managing and executing training campaigns for new and existing tools, ensuring maximum user adoption.
• Ensure all training and communication content complies with accessibility standards (Section 508) and adheres to user experience best practices.
• Collaborate with IT project teams, service desk managers, and leadership to develop quality assurance processes and improve service documentation and workflows.
• Support ticket and phone queue management to meet service level agreements (SLAs) and reduce backlog.

Qualifications

• Demonstrated experience in developing and executing training programs for enterprise systems (e.g., ServiceNow, Office 365, Azure Cloud).
• Strong written and verbal communication skills, including presentation delivery and content creation.
• Working knowledge of Instructional System Design (ISD) methodologies.
• Proven ability to generate training and communication deliverables with minimal rework.
• Experience with multimedia content development and marketing using videos, web pages, newsletters, and other channels.
• Proficiency in Microsoft Office Suite, especially PowerPoint, and familiarity with ServiceNow reporting and analytics.
• Knowledge of Section 508 accessibility standards and user experience best practices.
• Self-motivated team player with excellent collaboration skills and time management.
• This position requires eligibility for a U.S. Government security clearance. In accordance with federal law, U.S. citizenship is required
• Willingness to work remotely within 50 miles of the Washington, DC Metro area for occasional onsite visits.

Publishing Pay Range: $30.00 - $35.00 USD Hourly

This is a fully remote role and can be performed from an approved location.