Training Specialist

Job Title

Conducts virtual training for program applications and creates/updates training materials as needed. Supports the Social Security Administration's (SSA) Ticket to Work Program by creating, delivering, and maintaining high-quality training for internal TPM staff, front-line customer service representatives (CSRs), Ticket Operations staff, ENs, and users of the Microsoft Dynamics CRM system and if required training SSA staff.

Duties and responsibilities may vary based on the needs of the customer and internal requirements. Clearly communicates technical and non-technical information to beginner, experienced, and expert users, application owners, and other employees.

Delivers presentations and trainings using acceptable methods and techniques.

Facilitate new hire, refresher, and continuing education training for TPM staff, CSRs, Ticket Operations team members, ENs, and CRM system users.

Conduct training sessions and evaluate the effectiveness of training activities across TPM task areas.

Identify performance gaps and recommend training-driven solutions within a continuous improvement framework.

Deliver feedback to leadership on training effectiveness using formal and informal learner assessments.

Develops quizzes and surveys to conduct training analysis to determine the effectiveness of trainings.

Designs/develops and writes instructional materials for new and existing trainings such as lesson plans/curriculum, learning objectives, user and instructor guides, handouts, practical exercises, and other necessary materials that are effective in assisting adults learn technical applications.

Maintain familiarity with evolving TPM systems, policies, and Ticket Program requirements to ensure accurate and timely training updates.

Collaborate with other TPM teams to ensure cross-functional alignment of training content.

Assist with testing and developing user guides for the Microsoft Dynamics CRM system.

Edits and revises documentation materials based on reviews of subject-matter experts, team members, and other writers.

Trains on a variety of program applications in team or independent settings.

Participate in required meetings, work groups, and conference calls.

Interface directly with SSA, subcontractor staff, and other training stakeholders as needed.

Minimum Qualifications:

• Bachelor's degree preferred.
• 5-8 years of experience as a teacher/trainer for a technical project.
• Experience in adult learning and development and a combination of equivalent education and experience may be considered.

Other Job Specific

Skills:

• Presents a polished and professional demeanor which allows the individual to interface and clearly communicate both technical and non-technical information effectively to beginner, experienced, and expert users.
• Communication skills must be superior to display enthusiasm with a calm and professional demeanor.
• Must be detail oriented and should utilize their professional experience within the field to keep trainings on schedule
• Must be proficient in the use of the Microsoft Office suite of programs including Word, Excel, PowerPoint, and Outlook, and Adobe products such as Adobe Connect and Adobe Acrobat Pro. In addition, they need to be able to learn new applications quickly with minimal training.
• Possess strong listening skills as well as presentation skills and should be comfortable conducting Q&A discussions with users and other stakeholders to collect application feedback and concerns.
• Must be well organized and have good interpersonal skills.
• Ability to adjust and change focus and/or priority as well as the ability to successfully multi-task as needed and set priorities as needed.
• Knowledge of and prior experience with with SSA's Ticket to Work Program or federal workforce/benefits programs is a plus.
• Experience designing curricula, e-learning modules, or adult-learning materials.
• Familiarity with training staff in a multichannel call center environment, including support for phone, chat, web-based inquiries, SMS, and other digital communication channels; ability to design and deliver training that prepares learners to operate effectively across multiple customer-facing platforms.

Compensation Ranges:

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements:

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

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