TITLE: Trainer/QA SME Senior

LOCATION: Washington, DC/Hybrid     

MINIMUM EDUCATION: Bachelor’s degree in IT, related field, or equivalent experience.

REQUIRED EXPERIENCE: 10 years

INTERVIEWS: Webcam Only  

 

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 client SIS functions and support the DevOps team in testing. 

 

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 client 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.

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 SIS user issues

5.      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.

6.      Determine nature of obstacles and best staff to resolve, tracks and Support and carries out the Chancellor’s mission to transform client and close the achievement gap.

7.      Perform other related duties as assigned

·         Bachelor’s degree in IT or related field or equivalent experience. Required 5 Years 

·         Excellent customer service, communication, interpersonal skills (both written and verbal). Required 12 Years  

·         Ability to maintain professional communication skills when under pressure and exhibit a high level of patience. Required 12 Years   

·         Must have a wide range of skills and knowledge in computer software and an understanding for network applications. Required 10 Years  

·         Producing training materials using video, Word, PowerPoint, and Camtasia, or Captivate. Required 10 Years   

·         SME in complex enterprise level projects. Required 5 Years  

·         Must have exposure to or experience in the education sector preferred. Required 4 Years 

·         Must have knowledge of Adobe Captivate. Required 4 Years  

·         Help Desk ticket tracking systems (remedy, HEAT, etc.) Required 4 Years  

·         Student Information System - SIS capabilities. Required 4 Years 

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