Communications and Training Analyst

Credence•Arlington, VA

About The Position

Credence has an immediate need for a highly skilled and experienced Communications and Training Analyst. The Communications and Training Analyst is responsible for managing outward-facing communications to various U.S. Refugee Admissions Program (USRAP) partners, representing the impact of system, policy, and process-related changes on behalf of the Refugee Processing Center (RPC) and the Bureau of Population, Refugees, and Migration (PRM). As part of the Program Implementation and Training Team, the Analyst plays a critical role in connecting USRAP partners, providing case processing expertise, and ensuring visibility into processing and technology challenges. Additionally, the Analyst supports the RPC in proposing policy and guidance changes to better serve Resettlement Support Centers (RSCs) and their staff. This role encompasses leading change management efforts, managing communications, meeting facilitation, enhancing training programs, and overseeing a centralized ServiceNow Knowledge management system.

Requirements

Strong analytical, evaluation, and problem-solving skills.
Excellent written and oral communication abilities.
Proven ability to manage multiple tasks simultaneously.
Familiarity with START/ServiceNow.
Ability to collaborate effectively with multiple teams and stakeholders.
Experience managing knowledge management systems (e.g., Confluence, SharePoint, ServiceNow Knowledge).
Expertise in developing training content and facilitating training sessions.
Familiarity with current RSC and/or USRAP policies and standards.

Nice To Haves

Knowledge of iterative software development methodologies and delivery (preferred).
Ability to think creatively and introduce new ideas and approaches to user engagement, training and change management strategies.

Responsibilities

Draft professional communications to inform internal and external partners about operational changes and updates to the USRAP.
Write release notes for system changes and effectively communicate these updates to non-technical audiences.
Translate complex technical concepts into accessible language for a largely non-technical audience.
Collaborate with the START Product Owner and Production Support team to advocate for system enhancement requests, ensuring efficient and effective processing for end users.
Provide USRAP program expertise based on a deep understanding of refugee processing and ServiceNow (START) capabilities.
Maintain current knowledge of RSC and RPC policies, plans, initiatives, and developments that impact USRAP partners.
Facilitate and lead stakeholder meetings to discuss policy, process, and system changes, representing the anticipated impacts of such changes.
Create and maintain ServiceNow reports to monitor START system usage.
Assist the RPC Help Desk with user account management practices and updates.
Manage and maintain a centralized ServiceNow Knowledge database housing internal and external artifacts, such as standard operating procedures (SOPs) and training materials.
Develop, implement, and maintain training programs to support system and process changes.
Deliver and coordinate live and virtual training sessions for end users.
Develop and execute change management strategies and plans to ensure effective and sustainable adoption of changes.
Maintain accurate documentation and other artifacts to support team operations and organizational knowledge management.
Conduct a variety of analyses, including those not directly related to change management or training, to support evolving organizational needs.