Technical Training Specialist

Job Category: Non-Union Non-Contact Center

The Technical Training Specialist plays an essential role in supporting Home Serve’s transformation efforts by planning, organizing, and executing training activities that prepare employees for new systems, processes, and ways of working. This role ensures that teams have the knowledge and confidence they need to adopt upcoming changes and supports the broader change management strategy led by the Director of Organizational Change Management.

The Technical Training Specialist will develop a working understanding of new technologies and processes, then translate this information into clear, accessible learning content. This position supports training delivery across different formats—including large group rollouts, virtual sessions, hands‑on demonstrations, and focused team workshops. The role also contributes to building internal capability by supporting train‑the‑trainer programs and preparing subject matter experts to reinforce learning within their teams.

Key responsibilities include coordinating training logistics, supporting conference room pilots, developing role‑based learning materials, partnering with Agile PODs throughout the release cycle, and maintaining accurate training records. The Technical Training Specialist also ensures training readiness by coordinating system access, tracking learner progress, managing LMS activities, and aligning training plans with project timelines.

Responsibilities:

• Research and evaluate training tools and resources that align with program needs.
• Support evaluation and coordination of external training vendors when required.
• Analyze training needs based on role‑specific change impacts.
• Develop and maintain role‑specific learning paths aligned to new systems and processes.

Technology Familiarization & Content Development

• Gain a working understanding of new systems, processes, and features to support training development.
• Translate technical and process information into easy‑to‑understand training materials.
• Create and update training content, including presentations, quick reference guides, e‑learning modules, and step‑by‑step system walkthroughs.
• Maintain content updates as system changes are released through Agile increments.

Training Delivery & Facilitation

• Conduct training sessions across various formats, including onsite, virtual, instructor‑led, and hands‑on sessions.
• Support conference room pilots by coordinating logistics, gathering feedback, and documenting training considerations.
• Deliver train‑the‑trainer sessions to prepare internal SMEs for training their teams.
• Manage all training logistics, including scheduling, communications, room setup, virtual links, and equipment needs.

Subject Matter Expert (SME) Support

• Identify potential SMEs across departments and support their involvement in training activities.
• Prepare SMEs with materials, guidance, and expectations for their training roles.
• Coordinate SME contributions to ensure consistent and accurate training experiences.

Stakeholder Coordination & Project Alignment

• Partner with project teams, functional leads, SMEs, and external partners to ensure training alignment with system and process changes.
• Serve as a liaison between training, development teams, and Agile PODs to communicate training needs and updates.
• Participate in Agile ceremonies, including sprint reviews and demos, to understand training impacts and release timelines.
• Support alignment of training activities with the overall transformation roadmap.
• Track and report training progress, completion rates, and readiness indicators.
• Upload and maintain training content in the Learning Management System (LMS).
• Gather feedback from training sessions, pilots, and learners to inform content improvements.
• Identify training risks (e.g., readiness gaps, environment issues, SME availability) and elevate as needed.
• Support training‑related contributions to project status updates and readiness checkpoints.

Record Keeping & Administration

• Maintain accurate training records, attendance, tracked outcomes, and completion data.
• Coordinate system access needs for training environments and validate data availability for training…