Training & Development Specialist

Training & Development Specialist

Candidates must be U.S. citizens able to obtain and/or maintain a Department of Defense security clearance as a condition and continuation of employment.

Location: Home, District of Columbia (Remote)

Role Overview

We are seeking a Training and Development Specialist with experience in Quality Assurance. This role provides communication and training services guided by quality assurance analysis of trending metrics to maximize IT efficiency and stakeholder satisfaction. The specialist will design, develop, and facilitate training campaigns for end users and staff, and perform quality analysis of service desk tickets and metrics to identify opportunities for process improvements and collaborative coaching. Candidates must possess an active Public Trust clearance at time of hire.

Key Responsibilities

• Deliver strategic communication and training campaigns that empower end users to resolve common IT tasks through improved automation and self-help resources.
• Plan and execute operational communications about IT systems and tools using channels such as an intranet, emails, videos, and infographics.
• Develop and maintain standards and templates for internal and external communications, including presentations, reports, and newsletters.
• Provide data analytics services by reviewing service desk tickets, web analytics, and survey responses to determine audience needs.
• Lead change management communication and training campaigns to facilitate user adoption of new and existing tools and systems like Office 365.
• Ensure all end-user-targeted content is compliant with Section 508 of the Americans with Disabilities Act.
• Collaborate with the Service Desk Manager and Program Leadership to develop a quality assurance analysis process and streamline communications.
• Assist in managing ticket and phone queues to meet service level agreements and reduce backlog.

Required Qualifications

• Excellent communication and presentation skills.
• Working knowledge of Instructional System Design (ISD).
• Effective time management skills and the ability to work as a self-motivated team contributor.
• Demonstrated results in developing training campaigns to drive adoption of systems and tools such as ServiceNow, Windows 11, Azure Cloud, and Office 365.
• Experience developing and marketing training via videos, knowledge management systems, web pages, and newsletters.
• Proficiency with PowerPoint and all other MS Tools.
• Working knowledge of ServiceNow reports and analytics.
• Familiarity with Section 508 accessibility compliance requirements.
• Must reside within a 50-mile radius of the Washington, DC Metro area.
• Active Public Trust clearance.

Preferred Qualifications

• Strong understanding of Service Desk support strategies.
• Experience with Adobe Captivate or similar software.
• Knowledge of Adult Learning Theory.

Working Relationships

This role works closely with the Knowledge Manager, Service Desk Manager, and Program Leadership. It requires collaboration with IT project teams and other offices to deliver training and communication initiatives. Previous experience working with technical resources and presenting to executive-level staff is required.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.