Learning Coordinator

The Learning Coordinator will lead user enablement, training, knowledge management, and user-facing documentation activities for a custom software application. The role will help ensure that users and Help Desk personnel have accurate, current, and accessible guidance as system functionality, business processes, and support procedures evolve.

• Training development and delivery: Develop and maintain training materials, including user guides, Knowledge Base articles, quick-reference materials, instructional videos, interactive learning modules, contextual help, and release-specific guidance. Plan and deliver training appropriate to different user roles, experience levels, and job functions.
• User and training needs assessment: Assess existing training resources, documentation, known knowledge gaps, delivery methods, and user needs. Develop user personas for populations such as new users, occasional users, mobile users, and power users to guide training approaches and content.
• Knowledge Base management: Maintain organized, accurate, current, and traceable Knowledge Base and user-support content. Establish governance for content review, publishing, version control, consolidation, and retirement of obsolete material.
• Release integration: Review Sprint-assigned software changes for documentation and training impacts. Coordinate with development, QA, and functional SMEs so affected user-facing guidance is prepared, technically validated, and available in alignment with software releases.
• Help Desk training and readiness: Develop onboarding, refresher, troubleshooting-reference, and support materials for Tier I and Tier II Help Desk personnel. Use recurring support questions and Help Desk trends to identify knowledge gaps and opportunities for improved user self-service.
• User engagement and communication: Support user outreach, communicate new features and system changes, collect user feedback, and coordinate with FLETC stakeholders and SMEs to identify training and documentation needs.
• Learning roadmap and continuous improvement: Develop and maintain a User Support and Knowledge Management Development Plan identifying prioritized improvements, delivery approaches, dependencies, and implementation recommendations. Conduct periodic content-health reviews and recommend modernization, consolidation, or retirement of outdated materials.
• Metrics and reporting: Track training participation, content usage, user engagement, recurring questions, and other indicators that help identify training effectiveness and knowledge gaps. Provide status and recommendations through established program reporting processes.
• Government coordination: Coordinate content validation with Government customer who remains the authoritative source for Government policy, operational procedures, business-process decisions, and prioritization; the Learning Coordinator is responsible for ensuring guidance accurately describes Contractor-delivered functionality.
• Program and knowledge-transfer support: Support UAT/release readiness where user guidance is affected, stakeholder engagement activities, and contract transition by ensuring training materials, Knowledge Base content, inventories, governance procedures, and publishing information are organized and transferable.

• Demonstrated experience developing and delivering software application training, user documentation, or technical learning content
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• Strong ability to translate complex application functionality and technical information into clear, user-friendly instructions for nontechnical audiences.
• Experience developing multiple forms of learning content, such as user guides, job aids, Knowledge Base articles, quick-reference guides, videos,…