User Engagement Specialist

Responsibilities

• Conduct Workflow Training:
  Execute tactical, 1-on-1 sessions to accelerate feature adoption and empower operators to operate autonomously using IROC's data tools.
• Audit Workflows:
  Conduct structured interviews to identify friction points and provide features, tools, and dashboards to solve and improve daily operations.
• Curate User Documentation and FAQs:
  Maintain reference materials within searchable libraries to empower users with self-service options and permanently convert recurring non-technical questions into Zero-Touch resolutions.
• Foster Community Engagement:
  Actively participate in multi-facility user groups to share best practices, answer questions, and bridge the gap between users and technical experts.
• Maintain Data Visualization Dashboards:
  Ensure continuity of results and data accuracy following the deployment of new features or functionality.

• At least 4 years of experience in User/Customer Success, Technical Account Management, or IT Enablement roles.
• Exceptional writing and verbal communication skills required to author runbooks, curate clear documentation, and foster community engagement.
• Proficiency in data visualization platforms to navigate datasets and adjust existing dashboards.
• Skilled at "problem-solution fit" - the ability to uncover the root of an operational pain point and deliver a targeted solution, rather than simply pushing technology.
• Demonstrated expertise in teaching users and translating complex visualizations into simple, actionable playbooks.
• You will be required to travel 25% to client sites to meet in person with users.
• Must be a U.S. Citizen and able to obtain a DoD NIPR network account and Common Access Card (CAC).
• Must have, or be able to obtain, a Secret Clearance.