Production Training Support Specialist

GovCIO is currently hiring a Production Training Support Specialist to assist with communicating training materials and problem-solving system issues for customers for the Department of VA Veteran Readiness and Employment (VR&E) Readiness and Employment System (RES). This position will be in the United States and will be a fully remote position.

The Production Training Support Specialist will be a subject matter expert on the VA Vocational Readiness & Employment (VR&E) Rehabilitation and Employment Services (RES) system. They will build strong functional knowledge of processes supported by the system. To be effective, this individual should be knowledgeable about training delivery systems, skilled in delivering interactive, virtual technical training sessions, highly organized and detail oriented, and able to collaborate with clients and team members at all levels of an organization.

Primary Objectives

• Communicate complex ideas in easy-to-understand terms with both technical and non-technical learners
• Maintain subject matter expertise on system platform and changes
• Provide best-in-class customer service and resolution to client and internal team member questions and requests
• Actively participate in system enhancement meetings and as needed to serve as subject matter expert on updates to systems
• Analyze data discrepancies, identify root causes, and reported findings to management for resolution
• Research and resolve customer requests related to RES
• Provide production support for RES, ensuring accurate interpretation and application of program guidelines
• Create any training materials needed based on customer support needs and requests

Required Skills and Experience

• Bachelor’s degree in communications, or commensurate experience with training and support systems and 5 - 8 yrs of experience. (or commensurate experinece)
• Ability to convey complex technical concepts in simple, easy-to-understand language
• Strong relationship building skills
• Strong organization skills and efficient time and priority management
• Excellent verbal and written skills with exceptional attention to detail
• Self-directed and proactive, anticipating learner questions and customer needs
• Knowledge and proficiency in adult learning
• Ability to handle confidential and sensitive information with the appropriate discretion

Preferred Skills and Experience

• Software expertise in Office 365 (including Teams and SharePoint)
• 1+ year of experience in software industry using AGILE methods

Clearance Required: Ability to obtain and maintain a Suitability/Public Trust clearance.