Technical Writer / Training Specialist

Lentech•Elkridge, MD

1d•Onsite

About The Position

Lentech is seeking a high-Performance, multi-disciplinary team to lead a technical implementation of a Microsoft Dynamics 365 and Power Platform-based case management system (CMS). This mission-critical project and CMS supports legal services to children in support of the U.S. Government. U.S. Citizenship is required along with the ability to positively pass a public trust background investigation. The primary implementation timeline occurs across the first 180 days of the project and moves into steady state operations for the remainder of the first year. A five-year follow-on contract is expected based on positive performance in the first year. The implementation follows an aggressive timeline divided into four key phases: Mobilization, Core Operations, Fully Functional Delivery, and Steady-state Operations. This effort demands a collaborative team capable of maintaining operational continuity throughout the transition and into operations. You will be working with a primary legal team providing the CMS to the lawyers working each individual case. Candidates must be prepared to handle high-velocity delivery, strict data privilege boundaries, and the technical rigor required to support vulnerable populations. The Technical Writer / Training Specialist is a specialized role responsible for ensuring operational ownership and system self-sufficiency for operating the CMS. This role bridges the gap between technical configuration and end-user adoption by developing the documentation, training assets, and runbooks required for diverse internal and external audiences.

Requirements

5+ years experience.
Degree in Technical Communications, Instructional Design, or a related field.
Proven experience creating technical documentation, runbooks, and "how-to" guides for enterprise-grade CRM or ERP systems (preferably Dynamics 365).
Experience developing role-based training programs that include hands-on labs and competency evaluations.
Ability to document complex business rules (e.g., the 10-business-day deadline engine) and security protocols (e.g., the privilege boundary for attorney work product).
Familiarity with creating documentation that meets required accessibility standards (e.g., 508 and WCAG 2.1 AA).
U.S. Citizenship is required.
Ability to positively pass a public trust background investigation.

Nice To Haves

Microsoft Dynamics 365
Power Platform

Responsibilities

Create tailored training materials, role guides, and scenario exercises for different stakeholder groups, including legal operations, program staff, and Legal Service Providers (LSPs).
Develop comprehensive administrator guides and hands-on labs to ensure operations staff can manage configurations, users, reference data, system monitoring, compliance mandates, and training new staff members.
Produce detailed operations and integration runbooks that cover common failure triage, queue monitoring, retry/reconciliation procedures, and support escalation paths.
Develop and deliver train-the-trainer packages for LSP organizations to facilitate secure onboarding and the correction of data exceptions.
Document and maintain a formal knowledge-transfer record to ensure no system component remains dependent on undocumented knowledge.
Ensure all training materials match the final accepted configuration and utilize realistic, non-production data for all exercises and demonstrations.
Administrator guides, LSP user guides, role-based procedures for compliance/finance users, and integration runbooks.
Role-specific scenario exercises, hands-on labs, recorded knowledge-transfer sessions, and attendance/completion records.
A formal training plan identifying learning objectives, delivery methods, accessibility approaches, and a process for updating materials after future releases.
Ensure that all training is completed before the applicable production roles are activated.
Successful completion of this role is measured by the Organization’s ability to utilize the system and train new role based users.
Work products like guides and labs are not accepted until they satisfy the specific criteria defined in the Document Register and Test Matrix.