Training Analyst

Position Overview

We are seeking a Training Analyst I to support the design, development, and delivery of comprehensive training programs for SAP implementations impacting back-office operations. This role plays a vital part in ensuring employees are prepared to adopt new systems and processes by developing training content, documenting workflows, and facilitating engaging learning experiences. The ideal candidate brings strong instructional design capability, experience in customer service environments, and the ability to collaborate closely with SMEs and cross-functional teams.

This is an onsite position with occasional travel within the service area.

• Support the creation, development, and delivery of training materials for SAP-related changes impacting back-office users.
• Collaborate with Subject Matter Experts (SMEs) to ensure content accuracy, completeness, and alignment with operational requirements.
• Develop a variety of training modalities including eLearning modules, videos, simulations, job aids, and instructor-led content.
• Facilitate virtual or in-person instructor-led training sessions for end users affected by SAP implementations.
• Develop and maintain process documentation, workflows, and system procedures to support sustainability and ongoing reference.

• Partner with SMEs, business stakeholders, and internal training team members to gather requirements and validate training strategies.
• Ensure consistency, quality, and alignment across all training deliverables.
• Participate in meetings and provide coaching or support to junior analysts as needed.
• Work frequently with Information Management teams to support training readiness and system adoption.

• Bachelor’s degree in Education, Instructional Design, Training & Development, or a related field preferred.
• 3–5 years of experience in a customer service environment preferred.
• Prior experience designing and developing training in a technical, corporate, or utility setting.
• SAP experience strongly preferred.
• Proficiency with eLearning authoring tools (e.g., Articulate, Rise, Canva).
• Strong written and verbal communication skills.
• Ability to assess training needs and evaluate effectiveness.
• Familiarity with adult learning principles and multiple training modalities.
• Knowledge of change management practices.
• Ability to work onsite and travel occasionally within the service area.