Technical Training, Lead Associate

Technical Training, Lead Associate Job Location s

US

Requisition  

Position Category Information Technology

Clearance Public Trust

Working in support of the DHA, DAD Infrastructure & Operations Division, Global Service Center (GSC) Service Operations Branch, and the broader EITSI team, the Training Specialist is responsible for team activities related to the development and delivery of training content to support both Military Treatment Facilities (MTF) and the GSC and shall provide on-demand training services across the Military Health System (MHS).

The Training Specialist will lead a team of trainers working under the direction of the Training Lead for GSC Service Operations and the Government. Facilitates the training of:

• MTF technical and clinical staff
• DHA staff
• GSC technical and managerial staff
• EITSI managerial staff

Training may be delivered via classroom, video, collaboration tools, web-based tools, or over the shoulder training mediums. Leveraging a strong technical, project, and training support backgrounds and experience, the Training Specialist facilitates the creation of core training curriculum that is designed to support the current state of operations and the transition of services.

• Train DHA personnel to Government specification.
• Ensure training materials meet GSC Service Operations and Government standards.
• Provide strategic support in shaping broader IOD training initiatives.
• Interact with various third-party support groups to:
  • Capture training needs and ensure training products meet all training requirements.
  • Coordinate on-site or remote training on Service Desk supported applications.
• Develop training for the GSC Service Operations to meet contract requirements.
• Write or facilitate the writing of training guides and training material for all training provided by the GSC Service Operations team.
• Write or facilitate the writing of lessons plans for applications.
• Develop assessments for training modules.
• Develop quick-reference guides to support training.
• Create knowledge base articles to support training activities (Service Now)
• Provide MTF personnel with policies and guidance for using the DHA Global Service Center services.
• Interact with various EITSI, Global Service Center, and Global Network Operations Center personnel to continually improve the core training material
• Investigate and suggest improvements to service delivery procedures.
• Promote adherence to GSC Service Operations policies and procedures.
• Promote a positive team environment.
• Work with Continual Service Improvement branch to ensure all training collateral meets or exceeds Quality standards and requirements.
• Promote seamless communication within the DHA Global Service Center, GNOC, and across the EITSI team.
• Ensure that traveling training team is achieving goals and objectives outlined in the DHA MTF transition schedule.
• Report to and work closely with the Training Supervisor to ensure Government needs are fulfilled.

• Competency in Microsoft Office products:
  Word, Excel, PowerPoint, and Outlook
• Proven experience training a diverse group of topics including both technical and operational
• Strong customer service and communications skills
• Ability to develop professional training content and comfortable presenting to various audiences
• Strong English skills - both written and spoken
• Ability to organize travel details and manage travel expenses
• Ability to lead a small team of trainers
• Ability to create training content using multi-media tools such as Captivate and Adobe Creative cloud
• Strong knowledge of the Military Health En environment

Requirements

• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
• Familiar with and/or certified in curriculum development
• 5 years with BS/BA; 9 years of experience with high school diploma.
• PMP certified a plus, current certification in Security+ CE a plus
• Knowledge of Service Now, Service Desk and/or ITIL practices
• Certified in ITIL v4 or ability to obtain
• Potential for 10-20% travel
• US Citizen with Passport
• Ability to work across various time zones to support training needs to include day, evenings and/or overnight training sessions

• 6 years relevant training experience
• Military or more specifically Military Health experience

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