Training/Communications Specialist

Koniag Government Services, LLC•Washington, DC

2d•$90,000 - $100,000•Hybrid

About The Position

Koniag IT Systems, LLC a Koniag Government Services company, is seeking a Training/Communications Specialist to support KITS and our government customer in Washington, DC. The position is hybrid, requires 1 day onsite. This position requires the candidate to be able to obtain a Public Trust. The Training / Communications Specialist is responsible for the design, development, delivery, and management of end-user IT training programs and IT service communications across CLIENT's enterprise environment. This individual serves as the dedicated training and communications resource within the customer success and service delivery team, ensuring that CLIENT staff have the knowledge, skills, and timely information they need to effectively adopt and use CLIENT's enterprise IT services and tools. This role requires a unique combination of instructional design expertise, technical IT knowledge, and professional communications skills. The Training / Communications Specialist must be able to translate complex technical concepts into clear, accessible, and engaging training content and communications for audiences ranging from frontline CLIENT staff to senior leadership. This individual serves as the primary content developer for end-user training materials, service communications, knowledge base articles, and user-facing IT guidance across CLIENT's enterprise environment. This individual must demonstrate solid proficiency in instructional design, technical writing, IT service communications, and end-user training delivery, with the ability to independently manage routine and moderately complex training and communications activities and escalate complex issues to the Customer Success / Service Delivery Lead as appropriate.

Requirements

Minimum 3–5 years of hands-on IT training development, instructional design, and technical communications experience in an enterprise environment
Demonstrated experience designing and developing end-user IT training programs for enterprise IT services and platforms in a Federal or comparable environment
Proven experience delivering instructor-led and virtual IT training to diverse audiences in an enterprise environment
Experience developing IT service communications for enterprise IT environments, including maintenance notifications, service announcements, and new service introductions
Demonstrated experience developing Section 508-compliant training materials and communications content
Experience developing and maintaining knowledge base content and self-service user guidance
Familiarity with ITIL 4 service management practices as applied to knowledge management and service communications
Experience in a Federal or private-sector enterprise environment of comparable scale and complexity
Solid proficiency in: Instructional design methodologies (e.g., ADDIE, SAM) for adult learners
Solid proficiency in: End-user IT training content development for enterprise platforms
Solid proficiency in: IT service communications writing and distribution
Solid proficiency in: Section 508 accessibility compliance for training materials and communications
Solid proficiency in: Knowledge base content development and management
Solid proficiency in: E-learning development tools (e.g., Articulate Storyline, Rise, Adobe Captivate, or equivalent)
Solid proficiency in: Microsoft 365 productivity tools (Word, PowerPoint, SharePoint, Stream) for content development
Solid proficiency in: Learning management system administration and reporting
Working knowledge of: ITIL 4 knowledge management and service communications practices
Working knowledge of: Microsoft 365 and enterprise IT platforms as they relate to end-user training topics
Working knowledge of: Agile/Scrum delivery practices and Sprint coordination
Working knowledge of: IT service performance metrics and service adoption analytics
Working knowledge of: Federal IT service delivery requirements and Government stakeholder communication standards
Working knowledge of: Intranet content management and digital content development
Working knowledge of: Video production and editing tools for tutorial development
Working knowledge of: Data analytics and reporting tools for training effectiveness measurement
Ability to obtain a Public Trust

Nice To Haves

Prior experience supporting Federal civilian agency IT training and communications programs
Familiarity with CLIENT or similar agency IT environments and stakeholder communication standards
Experience with Agile/Scrum delivery models in a training and communications context
Experience with ServiceNow knowledge management and self-service portal content development
Demonstrated experience with video tutorial production for enterprise IT training programs
Experience with SharePoint intranet content management and communications publishing
Familiarity with OMB Federal customer experience and plain language communication requirements
Experience supporting cybersecurity awareness training program development and delivery
Certified Professional in Talent Development (CPTD) or Associate Professional in Talent Development (APTD)
Microsoft 365 Certified: Fundamentals (MS-900)
Section 508 Trusted Tester Certification or equivalent accessibility certification
Certified Scrum Master (CSM) or equivalent
HDI Knowledge-Centered Service (KCS) Fundamentals or equivalent
Project Management Professional (PMP) or equivalent

Responsibilities

Lead design and development of end-user IT training programs for CLIENT's enterprise IT services, tools, and platforms, including new employee onboarding training, technology refresher training, and targeted training for major platform updates and new capabilities
Apply instructional design methodologies (e.g., ADDIE, SAM) to develop training programs that are engaging, effective, and appropriate for adult learners in a Federal workplace environment
Develop comprehensive training content libraries, including instructor-led training materials, self-paced e-learning modules, quick reference guides, job aids, video tutorials, and interactive learning resources
Collaborate with functional area leads and subject matter experts to ensure training content accurately reflects current system configurations, procedures, and best practices
Develop and maintain training needs assessments to identify skill gaps, training priorities, and learning objectives for CLIENT staff across the enterprise
Design training evaluation frameworks, including learning assessments, knowledge checks, and post-training effectiveness surveys
Maintain comprehensive and current training content libraries, ensuring all materials are accurate, accessible, and aligned with CLIENT's current IT environment
Deliver instructor-led training sessions for CLIENT staff on enterprise IT services, tools, and platforms, including both in-person and virtual delivery formats
Facilitate engaging and interactive training experiences that promote knowledge retention and practical skill development
Coordinate training session logistics, including scheduling, facility or virtual platform coordination, participant registration, attendance tracking, and post-session follow-up
Provide one-on-one and small group training support for CLIENT staff who require additional assistance with specific IT tools or services
Deliver new employee IT onboarding training sessions, ensuring that new CLIENT staff are equipped with the knowledge and access they need to be productive from day one
Monitor participant engagement and comprehension during training sessions, adapting delivery approach as needed to maximize learning effectiveness
Coordinate with the Service Delivery Manager on training calendar management and scheduling activities
Ensure all training materials and service communications are developed in full compliance with Section 508 of the Rehabilitation Act and applicable CLIENT accessibility requirements
Apply accessibility best practices to all content development activities, including proper use of alt text, closed captions, screen reader compatibility, and accessible document formatting
Conduct accessibility reviews of existing training materials and communications, remediating non-compliant content as identified
Coordinate with the Customer Success / Service Delivery Lead and Government COR on Section 508 compliance requirements for training and communications content
Stay current on Section 508 compliance standards and accessible content development best practices, applying updates to content development processes as appropriate
Maintain accurate Section 508 compliance documentation for all training materials and communications distributed to CLIENT stakeholders
Develop and distribute IT service communications to CLIENT stakeholders, including service announcements, maintenance window notifications, new service introductions, planned outage alerts, and post-incident communications
Develop clear, concise, and professional communications that accurately convey technical information to non-technical audiences at all levels of the organization
Coordinate with functional area leads and the Release / Environment Manager on communications requirements for planned service changes, releases, and maintenance activities
Develop and maintain a service communications library, including email templates, intranet content, digital signage content, and other stakeholder-facing communication formats
Maintain the service communications calendar, ensuring that stakeholders receive timely, accurate, and relevant information about IT services and planned changes
Monitor stakeholder responses to service communications, escalating questions, concerns, and feedback to the Service Delivery Manager and Customer Success / Service Delivery Lead
Support development of executive-level IT communications and briefing materials as directed by the Customer Success / Service Delivery Lead and Contractor Program Manager
Develop and maintain end-user knowledge base articles, self-service guides, FAQs, and troubleshooting resources in CLIENT's ITSM platform and self-service portal
Collaborate with functional area leads and subject matter experts to develop accurate, current, and useful knowledge base content that enables CLIENT staff to resolve common IT issues independently
Conduct periodic knowledge base content audits, identifying and updating outdated, inaccurate, or incomplete articles
Monitor knowledge base usage metrics and search query data to identify content gaps and prioritize new article development
Develop knowledge base content in formats that are accessible, easy to navigate, and appropriate for non-technical end users
Coordinate with the Service Management Lead on knowledge management platform configuration and knowledge base governance activities
Support development of Service Desk knowledge base content that enables first-contact resolution improvements at Tier 1
Administer CLIENT's learning management system or training delivery platform, including course catalog management, user enrollment, completion tracking, and reporting
Maintain accurate training completion records and certification tracking data for CLIENT staff
Generate routine and ad hoc training completion and effectiveness reports for review by the Customer Success / Service Delivery Lead
Support LMS platform configuration and maintenance activities, coordinating with the Applications & Integration Lead on technical requirements
Develop and maintain LMS administration procedures and user guidance for CLIENT staff accessing training resources
Coordinate with the Customer Success / Service Delivery Lead on LMS platform governance and content management standards
Develop and maintain IT-related intranet content, including service pages, IT news and announcements, training resources, and self-service guidance
Coordinate with CLIENT's communications and web management teams on intranet content publishing and governance requirements
Support development of digital signage content for CLIENT facilities in coordination with the A/V Lead Systems Integrator
Maintain accurate and current IT service information on CLIENT's intranet and self-service portal
Monitor intranet content usage metrics and stakeholder feedback, identifying opportunities to improve content accessibility and usefulness
Ensure all intranet and digital content is developed in compliance with Section 508 accessibility requirements and CLIENT branding standards
Generate routine and ad hoc reports on training completion rates, knowledge base usage, communications effectiveness, and service adoption metrics for review by the Customer Success / Service Delivery Lead
Maintain accurate training and communications metrics data in the Government ITSM platform and reporting dashboards
Contribute training and communications data to Sprint metrics reporting, monthly performance dashboards, and Sprint Review demonstrations
Identify trends in training effectiveness, knowledge base usage, and communications engagement, communicating findings and recommendations to the Customer Success / Service Delivery Lead
Support development and maintenance of training and communications reporting templates and dashboard configurations
Provide accurate training and communications data to support continual service improvement activities and Sprint Retrospectives