Training Specialist - Planned Systems International, Inc.

Overview

The PSI Technology Management Team is looking for a senior-level Training Specialist to lead its customer and technician training efforts as well as act as a communication liaison between the department and our end users. The TM department’s Training Specialist will work to improve the user experience across the organization and work strategically to right-fit technology adoption to the needs of the organization and its user base. This role will support the TM Peer Champions program; create, coordinate, and lead training efforts between departmental staff and customers; create and manage training materials, including documentation and video training libraries; as well as coordinate and communicate the departmental strategic roadmap to executive management and the user base.

Essential Functions and Job Responsibilities

• Establish strategic direction for the Technology Advocacy Group (TAG), PSI’s TM Peer Champions program. 
• As the chair of TAG, coordinate training efforts with designated peer champions, develop training programs and documentation with TM departmental staff, create training schedules for subject matter experts, and track and document TAG member training efforts. 
• Assess the organization’s technology training needs and identify skills or knowledge gaps that need to be addressed. Look for opportunities to train project or departmental teams in existing functionality and features that may provide enhanced efficiencies or productivity to their daily workflows. 
• Partner with internal stakeholders and liaise with experts regarding instructional design. 
• Use tools and technologies to design, prepare and deliver technical training content in various formats, such as videos, reference guides, live trainings, and visual aids. 
• Apply instructional design principles and best practices to ensure the quality and effectiveness of the technical training content. 
• Assess instructional effectiveness and determine the impact of training on employee skills and KPIs. 
• Gather feedback from customers and user base and communicate to the TM Department. Develop metrics and feedback criteria that informs the TM Department on ways to enhance the services we deliver. Facilitate communication to effectively provide customer support. 
• Coordinate with Human Resources to ensure new hires are being trained on the core set of productivity tools and features included in PSI technology offerings. 
• Work with the TM Team to deliver important, timely, or critical information to all end users through multiple communication channels. Create a standardized, consistent, and reliable information flow. Field inquiries or feedback from end users and deliver back to the department at regular intervals. 
• Develop departmental technology and initiative roadmaps for strategic planning and distribution to executive and senior management as well as communication to the TAG and the user base. 
• Research, consolidate, and communicate new tools, technologies and feature updates to the TM Team in preparation for development of training materials and programs. 
• Work within the Application Development team to ensure an optimal user experience by gathering user requirements and providing insights into user needs for applications such as those found in Dynamics 365 and Microsoft Teams and those developed internally. 
• Coordinate and lead User Acceptance Testing efforts and pilot programs for the adoption of new technologies. Design feedback mechanisms and collect user outcomes. 
• Assist with support of relevant M365 workloads such as SharePoint Online, Microsoft Power Platform, Microsoft Bookings and Microsoft Stream.  
• Coordinate and track TM Department internal training initiatives, including organizing and aligning training efforts for required staff certifications. 
• Pursue professional growth activities to remain current in new technologies and training mechanisms. 
• Maintain current knowledge of relevant technologies related to SharePoint, Microsoft 365, and emerging AI technologies. 
• Work within CMMI Level III framework in accordance with standard operating procedures and documentation practices. 
• Support the department’s certification and auditing efforts regarding management systems (ISO, CMMI, CMMC) as a member of the Technology Management team. 
• Work in a fast-paced environment and must have the ability to multitask while still providing exemplary service to clients. 
• Provide daily operations support for SharePoint users and all existing SharePoint sites as well as general support, troubleshooting, and root cause analysis for applications in the Microsoft 365 environment to include Microsoft Groups, Teams and SharePoint, Microsoft 365 Online, Microsoft Dynamics and Power Platform, and internally developed applications. This includes support for those in our cloud service provider (CSP) environments. 
• Support and enhance applications built on the Microsoft Dynamics Platform. 
• Support corporate, subsidiary and partner migration and onboarding training efforts. 
• Support the development of new technical workbenches and corporate capabilities. 
• Support interdepartmental efforts to improve the user experience across the organization. 
• Demonstrate comfort working directly with customers and with representatives of other PSI departments. 
• Perform work with minimal guidance. 

Minimum Requirements

• At least 3 years of experience in designing and developing technical training content for various audiences and topics.
• 3-5 years’ experience with training and project coordination efforts.
• 3-5 years’ experience with Microsoft Teams, Teams Meetings, Microsoft 365 Groups, OneDrive and SharePoint Online.
• Proficient in using various tools and technologies to create and deliver technical training content, such as authoring tools, video editing tools, learning management systems, and web conferencing platforms.
• Excellent communication, collaboration, and project management skills. 
• Ability to work independently and as part of a team.
• Passion for learning and staying updated on the latest trends and developments in the technical field.
• Demonstrated experience with project coordination and project management.
• Demonstrated experience developing training materials and sessions for end-user training.
• Experience reading, analyzing, and interpreting common technical publications. 

Desired Qualifications

• College degree in a related technical field or equivalent 3-4 years’ experience.
• Strong knowledge of instructional design principles and methodologies.
• Experience with Microsoft Dynamics.
• Experience with Microsoft Power Platform. 
• SharePoint and Teamwork related Microsoft certifications.
• Service Adoption certifications or training.
• Experience using Asana, Microsoft PowerPoint, Project, Planner, and Microsoft Visio.
• Experience with Camtasia Studio or Microsoft Clipchamp.
• Extensive knowledge of the department’s functions and processes.

Company Benefits

PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

EEO Commitment

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law. Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing HRDepartment@plan-sys.com, or by dialing 703-575-8400.