Go Intellects Inc
Senior Software Trainer and Quality Assurance Analyst
Go Intellects Inc, Washington, District of Columbia, us, 20022
Overview
Role: Senior Software Trainer and Quality Assurance Analyst
Client: DC Government
Location: Washington, DC (Hybrid)
Responsibilities
Create and maintain training resources (manuals, reference guides, webinars, websites) to support ongoing training using a number of mediums: PowerPoint, video, Captivate, Word, SharePoint, etc.
Provide virtual and in-person training to central office and school-based staff (both at central office and at schools).
Interface with other teams on behalf of the training team to improve processes and relationships.
Serve as the Tier II point of contact for support to resolve Aspen SIS user issues.
Deliver the highest level of customer service to users.
Log user inquiries in a ticket tracking system. Daily review any open issues or requests from end-users and follow-up accordingly.
Determine nature of obstacles and identify the DCPS staff to resolve, and track progress.
Support and carry out the Chancellor’s mission to transform DC Public Schools and close the achievement gap.
Perform other related duties as assigned.
Duties for this role will also include:
Identifying and communicating with key stakeholders.
Gathering, reviewing, and analyzing business needs.
Liaising between various business departments and groups.
Assessing options for process improvement and testing of applications, as needed.
Maintaining documentation regarding various projects, processes, and operations.
Required Skills and Experience
Required: 5 consecutive years of experience training users in Aspen SIS or other student information systems within DCPS or other educational settings.
Required: 2 years familiarity with help desk ticket tracking systems (Remedy, HEAT, etc.).
Required: 4 years of thorough knowledge of Aspen SIS capabilities.
Required: 10 years providing excellent customer service, communication, interpersonal skills (both written and verbal) with emphasis on high-quality customer service within a team environment.
Required: 5 years producing training materials using video, Word, PowerPoint, Captivate.
Ability to maintain professional communication skills when under pressure and exhibit a high level of patience.
Required: Must have a wide range of skills and knowledge in computer software and an understanding of network applications.
Required: Must have exposure to or experience in the education sector (preferred).
Ability to quickly learn new processes and procedures.
Ability to work independently in a fast-paced environment.
Must be extremely well organized and detail oriented.
Experience (Preferred)
Help Desk ticket tracking systems (Remedy, HEAT, etc.): 4 years (Preferred)
Student Information System - SIS capabilities: 4 years (Preferred)
Training users in Aspen SIS: 5 years (Preferred)
Customer service, communication, interpersonal skills: 10 years (Preferred)
Ability to maintain professional communication skills: 10 years (Preferred)
Computer software and an understanding of network applications: 10 years (Preferred)
Training materials - Word, PowerPoint, Camtasia, Captivate: 10 years (Preferred)
Subject Matter Expert in complex enterprise-level projects: 5 years (Preferred)
Exposure to or experience in the education sector (Preferred)
Knowledge of Adobe Captivate: 4 years (Preferred)
Job Type: Full-time #J-18808-Ljbffr
Client: DC Government
Location: Washington, DC (Hybrid)
Responsibilities
Create and maintain training resources (manuals, reference guides, webinars, websites) to support ongoing training using a number of mediums: PowerPoint, video, Captivate, Word, SharePoint, etc.
Provide virtual and in-person training to central office and school-based staff (both at central office and at schools).
Interface with other teams on behalf of the training team to improve processes and relationships.
Serve as the Tier II point of contact for support to resolve Aspen SIS user issues.
Deliver the highest level of customer service to users.
Log user inquiries in a ticket tracking system. Daily review any open issues or requests from end-users and follow-up accordingly.
Determine nature of obstacles and identify the DCPS staff to resolve, and track progress.
Support and carry out the Chancellor’s mission to transform DC Public Schools and close the achievement gap.
Perform other related duties as assigned.
Duties for this role will also include:
Identifying and communicating with key stakeholders.
Gathering, reviewing, and analyzing business needs.
Liaising between various business departments and groups.
Assessing options for process improvement and testing of applications, as needed.
Maintaining documentation regarding various projects, processes, and operations.
Required Skills and Experience
Required: 5 consecutive years of experience training users in Aspen SIS or other student information systems within DCPS or other educational settings.
Required: 2 years familiarity with help desk ticket tracking systems (Remedy, HEAT, etc.).
Required: 4 years of thorough knowledge of Aspen SIS capabilities.
Required: 10 years providing excellent customer service, communication, interpersonal skills (both written and verbal) with emphasis on high-quality customer service within a team environment.
Required: 5 years producing training materials using video, Word, PowerPoint, Captivate.
Ability to maintain professional communication skills when under pressure and exhibit a high level of patience.
Required: Must have a wide range of skills and knowledge in computer software and an understanding of network applications.
Required: Must have exposure to or experience in the education sector (preferred).
Ability to quickly learn new processes and procedures.
Ability to work independently in a fast-paced environment.
Must be extremely well organized and detail oriented.
Experience (Preferred)
Help Desk ticket tracking systems (Remedy, HEAT, etc.): 4 years (Preferred)
Student Information System - SIS capabilities: 4 years (Preferred)
Training users in Aspen SIS: 5 years (Preferred)
Customer service, communication, interpersonal skills: 10 years (Preferred)
Ability to maintain professional communication skills: 10 years (Preferred)
Computer software and an understanding of network applications: 10 years (Preferred)
Training materials - Word, PowerPoint, Camtasia, Captivate: 10 years (Preferred)
Subject Matter Expert in complex enterprise-level projects: 5 years (Preferred)
Exposure to or experience in the education sector (Preferred)
Knowledge of Adobe Captivate: 4 years (Preferred)
Job Type: Full-time #J-18808-Ljbffr