IT Knowledge and Training Specialist

YOUTH VILLAGES, INC.

4d

About The Position

For over 35 years, Youth Villages has transformed the lives of children and families nationwide through innovative, research-based programs focused on preserving and restoring families. As a national leader in children’s mental and behavioral health, we serve more than 47,000 youth, young people, and their families annually across 29 states and Washington, D.C. Our proven treatment models drive long-term success in child welfare, juvenile justice, and mental health systems. At Youth Villages, we do what works — partnering with others to expand our impact and advocate for meaningful, lasting change. We're seeking purpose-driven individuals who are passionate about making a difference. With a dedicated team of more than 5,000 staff, Youth Villages is committed to investing in and supporting our employees by offering opportunities to build a fulfilling career through professional growth, personal development, and a mission that matters— helping children and families live successfully. For more information, please visit www.youthvillages.org Essential Duties and Responsibilities: The IT Knowledge and Training Specialist: Training and Instructional Design: Assesses training needs across departments through staff surveys, interviews, and collaboration with IT staff Designs and maintains training materials including guides, videos, tutorials, and presentations Facilitates occasional in-person or virtual training sessions for staff at all levels Provides support and resources for self-paced learning Knowledge Base Management: Oversees the organization and maintenance of the IT knowledge base in ServiceNow Works with subject matter experts to ensure articles are accurate, up to date, and user-friendly Promotes the use of the knowledge base as a first-line support tool Communications Development and Management: Creates, edits, and distributes IT communications for various audiences including cybersecurity campaigns, project rollouts, system changes, and IT best practices Develops visual aids, infographics, email content, and documentation that make technical information accessible to non-technical staff Partners with IT leadership to deliver timely, accurate, and consistent messaging across the organization Cross-Team Collaboration: Acts as a liaison between IT and end users to ensure effective communication of technical changes and support resources Coordinates with IT security, project teams, and help desk staff to anticipate communication and training needs for upcoming changes

Requirements

• Bachelor’s degree (required)
• Equivalent experience may be considered
• Experience in IT communications, end-user training, instructional design, technical writing, or related field (required)
• Strong knowledge of IT systems and concepts with the ability to translate technical language for a general audience (required)
• Strong organizational skills and attention to detail
• Excellent written, verbal, and oral skills
• Ability to manage multiple priorities simultaneously
• Proficient with Microsoft Office products, graphic design tools, and presentation platforms
• Ability to maintain a flexible schedule

Nice To Haves

• Industry certifications such as CTT+, MCT, or similar (plus)
• Experience with creating and editing content for a knowledge base or help site (preferred)

Responsibilities

• Assesses training needs across departments through staff surveys, interviews, and collaboration with IT staff
• Designs and maintains training materials including guides, videos, tutorials, and presentations
• Facilitates occasional in-person or virtual training sessions for staff at all levels
• Provides support and resources for self-paced learning
• Oversees the organization and maintenance of the IT knowledge base in ServiceNow
• Works with subject matter experts to ensure articles are accurate, up to date, and user-friendly
• Promotes the use of the knowledge base as a first-line support tool
• Creates, edits, and distributes IT communications for various audiences including cybersecurity campaigns, project rollouts, system changes, and IT best practices
• Develops visual aids, infographics, email content, and documentation that make technical information accessible to non-technical staff
• Partners with IT leadership to deliver timely, accurate, and consistent messaging across the organization
• Acts as a liaison between IT and end users to ensure effective communication of technical changes and support resources
• Coordinates with IT security, project teams, and help desk staff to anticipate communication and training needs for upcoming changes

Benefits

• Medical, Dental, Prescription Drug Coverage and Vision
• 401(k)
• Time off: 2 week paid vacation (full-time) / 1 week paid vacation (part-time)
• 12 paid sick days per year
• 11 paid holidays
• Paid Parental Leave
• Mileage & Cell Phone Reimbursement (when applicable)
• Tuition reimbursement and licensure supervision
• Growth & development through continuous training
• Clinical and administrative advancement opportunities
• Benefits are excluded for variable status employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level