Training & Support Lead

Job Title: Training & Support Lead

Location: South Dakota

Key Responsibilities:

• Develop the Training Plan and role-based curriculum for administrators, super-users, general users and UAT participants.

• Produce user guides, FAQs, quick references, walkthroughs, videos/on-demand materials and learning overlays.

• Conduct live administrator/super-user sessions and support UAT participant preparation.

• Develop operational runbooks, support procedures, escalation guidance and knowledge-transfer records with technical leads.

• Coordinate launch communications and user-readiness activities.

• Support cutover, go-live, hypercare, issue intake and stabilization communications.

• Track training attendance/completion and knowledge-validation evidence.

• Update training and support materials after UAT and production stabilization.

• Assist with transition to the State's approved maintenance/operations model.

Required Qualifications:

• 5+ years of technical training, change/adoption, knowledge-transfer or application-support experience.

• Experience creating role-based training for enterprise software or data/analytics platforms.

• Strong documentation and presentation/facilitation skills.

• Experience supporting UAT, go-live, hypercare and operational transition.

• Ability to translate technical workflows into clear user/admin instructions.

• Availability to support launch-period sessions and targeted onsite work if required.

Preferred Qualifications:

• Public-sector or healthcare training/change experience.

• Experience with LMS/on-demand content, screen-recording and digital adoption tools.

• Experience training users on dashboards, BI, data portals or administration tools.

• ITIL/change-management certification or relevant organizational-change experience.

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