Senior Training & Development Specialist

Senior Training & Development Specialist

A Senior Training & Development Specialist with expertise in Quality Assurance supporting IT service desk operations within a government enterprise. This role involves designing and implementing training programs, developing communication strategies, and analyzing service metrics to enhance IT efficiency and stakeholder satisfaction. The position requires a proactive approach to facilitating user adoption and driving continuous improvement across the organization.

• Develop and deliver strategic communication and training campaigns to promote self-service solutions and reduce the reliance on live support.
• Draft and publish informative content (web pages, emails, newsletters, videos) to guide end users on system use and updates.
• Plan and execute operational communication strategies utilizing various channels such as intranet, email, and multimedia formats.
• Establish and maintain standardized communication templates, workflows, and shared channels to streamline training inquiries and notifications.
• Provide data analytics services by reviewing service desk tickets, web traffic, and survey results to identify improvement opportunities.
• Design and deploy training feedback mechanisms, including surveys and Service Now requests, to assess and meet audience learning needs.
• Lead change management efforts by managing and executing training campaigns for new and existing tools, ensuring maximum user adoption.
• Ensure all training and communication content complies with accessibility standards (Section 508) and adheres to user experience best practices.
• Collaborate with IT project teams, service desk managers, and leadership to develop quality assurance processes and improve service documentation and workflows.
• Support ticket and phone queue management to meet service level agreements (SLAs) and reduce backlog.

• Demonstrated experience in developing and executing training programs for enterprise systems (e.g., Service Now, Office 365, Azure Cloud).
• Strong written and verbal communication skills, including presentation delivery and content creation.
• Working knowledge of Instructional System Design (ISD) methodologies.
• Proven ability to generate training and communication deliverables with minimal rework.
• Experience with multimedia content development and marketing using videos, web pages, newsletters, and other channels.
• Proficiency in Microsoft Office Suite, especially PowerPoint, and familiarity with Service Now reporting and analytics.
• Knowledge of Section 508 accessibility standards and user experience best practices.
• Self-motivated team player with excellent collaboration skills and time management.
• This position requires eligibility for a U.S. Government security clearance. In accordance with federal law, U.S. citizenship is required.
• Willingness to work remotely within 50 miles of the Washington, DC Metro area for occasional onsite visits.

Publishing Pay Range: $30.00 – $35.00 USD Hourly

This is a fully remote role and can be performed from an approved location.

At GDH, we believe in the power of people and the importance of caring. Our culture statement, "We care about people," isn't just a tagline – it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.

GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service.