TRIRIGA Help Desk and Training Support Specialist

The Building People•,

20d•Hybrid

About The Position

The Building People, LLC is seeking an IBM TRIRIGA Help Desk and Training Support Specialist to support an integrated facilities management application maintenance, sustainment, and support contract with a federal government client. The specialist provides daily user support, triages and resolves system tickets across multiple support tiers, and develops and delivers training to agency staff on application functionality and processes. This position works primarily remotely during Eastern Time Zone business hours, with occasional on-site presence at client facilities required for onboarding and related activities. The facilities management platform is built on a heavily customized IBM TRIRIGA implementation and supports a large, active user base. The system encompasses multiple TRIRIGA modules — including Real Estate Management, Capital Projects, Space Management, Reservations, Operations and Maintenance, and Facilities Condition Assessment — as well as custom agency modules and integrations with several enterprise systems.

Requirements

IBM TRIRIGA Help Desk and Training Support Specialist experience
Experience with integrated facilities management applications
Experience providing daily user support
Experience triaging and resolving system tickets across multiple support tiers
Experience developing and delivering training on application functionality and processes
Experience with a heavily customized IBM TRIRIGA implementation
Experience with TRIRIGA modules (Real Estate Management, Capital Projects, Space Management, Reservations, Operations and Maintenance, Facilities Condition Assessment)
Experience with custom agency modules and integrations with enterprise systems
Experience creating and adjusting settings for user profiles, business objects, workflows, and system configurations
Experience participating in regular status calls
Experience contributing to monthly reporting on support operations
Experience planning and conducting training sessions
Experience preparing electronic training agendas and sign-in sheets
Experience updating user training records
Experience distributing electronic training evaluation surveys
Experience making training documents and materials accessible online
Experience developing and maintaining electronic training materials (screen captures, online demonstrations, PowerPoint slides)
Experience maintaining online user guide documentation
Experience developing and maintaining help files
Experience developing test checklists and scripts
Experience contributing content for technical help documentation
Experience submitting documentation in Microsoft Office-compatible formats

Responsibilities

Serve as the primary point of contact for end-user support inquiries, logging and documenting all service requests in the application's ticketing system
Triage incoming tickets according to priority level, independently resolving Tier 1 (L1) and Tier 2 (L2) issues and escalating Tier 3 (L3) issues to senior technical staff with appropriate context and documentation
Provide telephone support and, when required, on-site technical support for application users at client facilities
Create and adjust settings for new and existing user profiles, business objects, workflows, and other system configurations as directed by the government project lead
Participate in regular status calls to review open tickets and support activities
Contribute to monthly reporting on support operations, accomplishments, and performance issues
Plan and conduct training sessions covering application policies, procedures, and system functionality for new and existing government and contractor staff
Prepare an electronic training agenda, maintain an electronic daily sign-in sheet, update user training records within the system, and distribute electronic training evaluation surveys for each session
Make all training documents and materials accessible online through the application's help function following each session
Develop and maintain electronic training materials, including illustrative screen captures, interactive online demonstrations, and presentation slides (e.g., Microsoft PowerPoint)
Maintain the online user guide documentation, keeping it current with all changes to application portals and processes
Develop and maintain help files incorporated directly into the software and accessible via the help function
Develop test checklists and scripts specific to individual projects or functions
Contribute text, screenshots, or other content for technical help documentation as needed
Submit all documentation in Microsoft Office-compatible formats that meet client standards