Training and Operational Support Specialist

Position: Training and Operational Support Specialist (Ref #: 1112649)
Training and Operational Support Specialist

Location: Remote

Position Type: Contract / Project-Based

Position Overview

Estrada Consulting, Inc. is seeking a Training and Operational Support Specialist to support the implementation, adoption, and ongoing operation of a secure digital services platform serving human-services organizations, staff, and community partners.

The specialist will develop training materials, deliver user training, coordinate knowledge transfer, and support operational readiness to ensure successful adoption and effective use of the platform.

Key Responsibilities

• Develop and implement training plans for system administrators, program staff, and designated users.
• Create user guides, training presentations, quick-reference materials, and operational documentation.
• Conduct instructor-led virtual training sessions and hands-on system demonstrations.
• Support user onboarding and system adoption activities.
• Collaborate with technical and functional teams to document workflows, system procedures, and operational processes.
• Provide knowledge transfer to IT personnel, system administrators, and designated program owners.
• Participate in user-acceptance testing and operational readiness activities.
• Assist with documenting support procedures, incident escalation, and issue-resolution workflows.
• Support post-implementation activities, including user questions, issue tracking, and enhancement requests.
• Collect training feedback and recommend improvements to training materials and operational procedures.
• Ensure training materials and delivery methods are accessible and appropriate for users with varying technical abilities.

Required Qualifications

• Demonstrated experience delivering software application training, end-user support, or technology implementation services.
• Experience developing training documentation, user guides, and instructional materials.
• Strong presentation, facilitation, and communication skills.
• Experience supporting software implementations, system rollouts, or operational transitions.
• Ability to explain technical concepts to nontechnical users.
• Experience coordinating with technical teams, business stakeholders, and end users.
• Strong organizational, troubleshooting, and documentation skills.

Preferred Qualifications

• Experience supporting nonprofit, government, healthcare, or human-services technology projects.
• Familiarity with case management, referral management, or secure communication platforms.
• Experience supporting cloud-based or web-based applications.
• Knowledge of accessibility principles and inclusive training practices.
• Experience developing train-the-trainer programs and conducting remote training.
• Familiarity with user-acceptance testing, help desk coordination, and post-launch support.

Project Expectations

The selected specialist will support system implementation, staff training, operational readiness, and knowledge transfer. Responsibilities may extend into post-launch support, documentation updates, and ongoing user adoption activities.

Training schedules and operational support coverage will be established based on project requirements.