Technical Training Specialist

Unleashed Brands • Bedford, TX

3d

About The Position

We are hiring a Technical Training Specialist to write and maintain the technical training content our franchise network needs to operate Sylvan's proprietary systems. Sylvan runs a large technical footprint than a typical franchise brand: Sylvan Sync (our operations platform), MySylvan (our virtual tutoring platform), Hub, our CRM and its integrations with institutional partners and Bright Horizons, and a possible new CRM if the current system is replaced. This role translates that into SOPs, user manuals, and process documentation that franchisees and staff can follow with confidence. This role is scoped to Sylvan-proprietary systems that complement the platform level systems.

Requirements

• Write and maintain technical SOPs, user manuals, and process documentation for Sylvan Sync, MySylvan, Vista, our CRM, and its integrations with institutional partners and Bright Horizons, plus a new CRM system if one is adopted — the core deliverable of this role.
• Partner directly with the internal team and vendors responsible for these systems to convert system functionality and workflow changes into accurate, current training content.
• Review technical training content for accuracy before the Training Presenter delivers or communicates it to franchise owners.
• Serve as the administrator of Sylvan's LMS instance: manage course uploads, user accounts, enrollments, and permissions, and troubleshoot access issues for franchisees and staff. Sylvan currently owns this function and it is not being absorbed by Unleashed corporate.
• Conduct needs assessments focused specifically on system and technology training gaps, working with the Senior Director to prioritize documentation as systems change.
• Develop supporting technical job aids, quick-reference guides, and process maps for system workflows.
• Monitor LMS data such as completion rates, engagement, and usage for Sylvan's technical/systems training and use it to identify where documentation needs revision.
• Coordinate with HR/L&D's technical writer where a system or platform is shared across brands, to avoid duplicate documentation.

Responsibilities

• Write and maintain technical SOPs, user manuals, and process documentation for Sylvan Sync, MySylvan, Vista, our CRM, and its integrations with institutional partners and Bright Horizons, plus a new CRM system if one is adopted — the core deliverable of this role.
• Partner directly with the internal team and vendors responsible for these systems to convert system functionality and workflow changes into accurate, current training content.
• Review technical training content for accuracy before the Training Presenter delivers or communicates it to franchise owners.
• Serve as the administrator of Sylvan's LMS instance: manage course uploads, user accounts, enrollments, and permissions, and troubleshoot access issues for franchisees and staff. Sylvan currently owns this function and it is not being absorbed by Unleashed corporate.
• Conduct needs assessments focused specifically on system and technology training gaps, working with the Senior Director to prioritize documentation as systems change.
• Develop supporting technical job aids, quick-reference guides, and process maps for system workflows.
• Monitor LMS data such as completion rates, engagement, and usage for Sylvan's technical/systems training and use it to identify where documentation needs revision.
• Coordinate with HR/L&D's technical writer where a system or platform is shared across brands, to avoid duplicate documentation.

Benefits

• Paid bi-weekly
• Company Paid Holidays
• Flexible Paid Time Off
• Paid Parental Leave
• Multiple health care insurance plans that cover medical, dental, prescription, vision, and employer HSA contributions
• Competitive 401(k) Program with employer matching contributions
• Daily dress code of "business casual"
• A positive work environment
• And much, much more

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed