Instructional Designer

Position Summary

The Instructional Designer develops scalable learning solutions that support Service Center operational performance, employee development, and customer experience objectives. Reporting to the Knowledge Manager, this role contributes to the vision and long-term trajectory of the Service Center training program by collaborating with stakeholders to design innovative learning experiences that support operational excellence and continuous improvement.
Using adult learning principles, instructional design methodologies, and modern learning technologies, the Instructional Designer creates instructor-led, virtual, eLearning, microlearning, video, and blended learning solutions that support multiple service channels, including phone, chat, email, and web.

Essential Duties and Responsibilities 

60% – Instructional Design & Content Development
Design, develop, deliver, and continuously improve instructor-led, virtual, eLearning, microlearning, video, simulation, and blended learning solutions that support Service Center operations, government programs, systems, and organizational initiatives.

• Develop learner-centered curriculum, multimedia content, instructor guides, participant materials, job aids, quick reference guides, and other instructional resources.
• Review, maintain, and update learning content to reflect policy, process, system, and organizational changes while ensuring alignment with knowledge documentation and operational standards.

20% – Stakeholder Collaboration & Analysis

• Partner with subject matter experts, operational leaders, Knowledge Management, Quality Assurance, and other stakeholders to conduct training needs analyses, define learning objectives, validate content, and identify performance gaps.
• Manage instructional development projects, priorities, and work items using Learning Management Systems (LMS), Jira or similar work management tools, and Agile methodologies, including Kanban and Scrum.

20% – Facilitation, Implementation & Continuous Improvement

• Facilitate instructor-led, virtual, and digital learning programs supporting onboarding, continuing education, new system implementations, and operational readiness initiatives.
• Evaluate learning effectiveness using assessments, learner feedback, operational metrics, and performance data to identify opportunities for continuous improvement.
• Research, evaluate, and apply emerging instructional design practices, AI-enabled learning technologies, and multimedia development tools to improve learner engagement and 
  training effectiveness.

Learning initiatives may include customer support processes, technical systems training, knowledge management procedures, onboarding programs, compliance initiatives, government program 
operations, and other Service Center operational priorities

Learning Technology Environment

• SharePoint
• Jira
• Tovuti
• Camstasia
• Animaker

Minimum Qualifications (Knowledge, Skills, and Abilities) 

• Bachelor's degree and two (2) years of progressively responsible experience in instructional design, curriculum development, learning and development, virtual classroom instruction, multi-media content development, educational technology, or an equivalent combination of education and professional experience.
• Experience supporting continuous improvement initiatives and training process optimization. 
•  Design, development, facilitation, and evaluation of operational and technical training using adult learning principles and instructional design methodologies.
• Proficiency with instructional design software, Learning Management Systems (LMS), Microsoft 365, eLearning authoring tools, and multimedia technologies.
• Knowledge of Agile methodologies, including Kanban and Scrum, with proficiency using Jira or similar work management tools.
• Strong organizational, analytical, communication, facilitation, presentation, and stakeholder collaboration skills.
• Capability to manage multiple projects and competing priorities in a fast-paced environment.
• Ability to maintain alignment between training content, knowledge documentation, and 
  operational procedures.

Preferred Qualifications

•  Contact center operations experience.
• Government program or government-contracted environment experience.
• Proficiency with ServiceNow, Jira, Tovuti LMS, or similar enterprise platforms.
• Experience designing operational and technical training using eLearning and multimedia development tools (e.g Camtasia, Animaker, or similar). 

Scope Infotech offers all employees the following benefits: 

• Health Insurance (medical, dental, vision)
• Retirement Savings Plans (401K)
• Paid Time Off (Vacation, Sick Leave, Holidays)
• Employee Assistance Programs (EAP)
• Insurance (Life, Short/Long Term Disability, AD&D)
• Employee Referral Bonus

Physical Demands and Work Environment  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.  

Note 

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.