Training & Development Specialist
About The Position
Empower AI is seeking a Training & Development Specialist to join the Program Management Office (PMO) team at the Department of State. This role is crucial for providing training and managing Knowledge Management (KM) operations to support the customer's mission of delivering IT services to DoS users enterprise-wide. The specialist will be responsible for maintaining and executing the Knowledge Management Plan (KMP), managing program documentation, and ensuring continuous improvement of KM resources. They will also facilitate user engagement, analyze KBA trends, and validate the knowledge article repository. Additionally, the role involves implementing self-help initiatives, coordinating updates with stakeholders, providing Disaster Recovery (DR) training and awareness programs, and ensuring support personnel are trained on DoS mandated training and new product/service delivery. Training completion tracking, reporting, and cataloging/updating SOPs for contractor staff are also key responsibilities.
Requirements
- 4+ years of experience
- Bachelor's in IT or related field
- Secret Security Clearance
Nice To Haves
- CompTIA CTT+ desired
- ITIL 4 Foundation Certification(s)
Responsibilities
- Maintain, update, and execute the Knowledge Management Plan (KMP).
- Help the PMO manage its own program documentation and operational knowledge.
- Provide KM resources and its continuous improvement across the customer domain.
- Facilitate and sustain user engagement with KM resources.
- Analyze Knowledge Based Article (KBA) trends and usage data to inform content strategy.
- Responsible for validation and evaluation of the master repository for all knowledge articles.
- Implement self-help initiatives to improve user autonomy and reduce support burden.
- Coordinate semi-annually, at minimum, across the enterprise to obtain updates from stakeholders.
- Provide DR training and awareness programs for technical staff and system owners to ensure familiarity with DR procedures and responsibilities.
- Ensure that all support personnel are trained and qualified with DoS mandated training and to be qualified to deliver new products and support services, including proficiency with applicable procedures, tools, and customer interaction protocols.
- Track and report training completion.
- Catalog, update and publish SOPs for contractor staff performing contract duties.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
