Advanced Network Consulting
DCPS ASPEN Trainer/QA SME Senior (777130)
Advanced Network Consulting, Washington, District of Columbia, us, 20022
DCPS ASPEN Trainer/QA SME Senior (777130)
Advanced Network Consulting
The Senior Software Trainer and Quality Assurance Analyst is a hybrid training/QA role designed to provide schools with expert knowledge and training on District's Aspen SIS functions and support the DevOps team in testing and validating new SIS features. The analyst will provide virtual and in‑person training and support to schools and central office users, including telephone and email support. The role resolves user issues, walks users through troubleshooting steps, updates systems to reflect user requests, and creates training resources to support ongoing system use. The role ensures problem ownership and promotes end‑user satisfaction.
Responsibilities
Create and maintain training resources (manuals, reference guides, webinars, websites) using PowerPoint, video, Captivate, Word, SharePoint, etc.
Provide virtual and in‑person training to central office and school‑based staff.
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 and follow up accordingly.
Determine the nature of obstacles and best DCPS staff to resolve, track and support 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
5 consecutive years of experience training users in Aspen SIS or other student information systems within DCPS or other educational settings.
2 years familiarity with help desk ticket tracking systems (Remedy, HEAT, etc.).
4 years of thorough knowledge of Aspen SIS capabilities.
10 years providing excellent customer service, communication, interpersonal skills (written and verbal) with emphasis on high quality customer service within a team environment.
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.
Must have a wide range of skills and knowledge in computer software and an understanding of network applications.
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.
Requirements
Bachelor’s degree in IT or related field or equivalent experience.
Excellent customer service, communication, interpersonal skills (written and verbal).
Ability to maintain professional communication skills when under pressure and exhibit a high level of patience.
Experience with computer software and network applications.
Experience producing training materials using video, Word, PowerPoint, and Camtasia or Captivate.
SME in complex enterprise level projects.
Knowledge of Adobe Captivate.
Help desk ticket tracking systems (Remedy, HEAT, etc.).
Student Information System (SIS) capabilities.
5 consecutive years of training users in Aspen SIS or other student information systems within DCPS or other educational settings.
Job Details
Seniority level: Mid‑Senior Level
Employment type: Full‑time
Job function: Education and Training
Industry: IT Services and IT Consulting
Location: Washington, DC
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The Senior Software Trainer and Quality Assurance Analyst is a hybrid training/QA role designed to provide schools with expert knowledge and training on District's Aspen SIS functions and support the DevOps team in testing and validating new SIS features. The analyst will provide virtual and in‑person training and support to schools and central office users, including telephone and email support. The role resolves user issues, walks users through troubleshooting steps, updates systems to reflect user requests, and creates training resources to support ongoing system use. The role ensures problem ownership and promotes end‑user satisfaction.
Responsibilities
Create and maintain training resources (manuals, reference guides, webinars, websites) using PowerPoint, video, Captivate, Word, SharePoint, etc.
Provide virtual and in‑person training to central office and school‑based staff.
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 and follow up accordingly.
Determine the nature of obstacles and best DCPS staff to resolve, track and support 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
5 consecutive years of experience training users in Aspen SIS or other student information systems within DCPS or other educational settings.
2 years familiarity with help desk ticket tracking systems (Remedy, HEAT, etc.).
4 years of thorough knowledge of Aspen SIS capabilities.
10 years providing excellent customer service, communication, interpersonal skills (written and verbal) with emphasis on high quality customer service within a team environment.
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.
Must have a wide range of skills and knowledge in computer software and an understanding of network applications.
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.
Requirements
Bachelor’s degree in IT or related field or equivalent experience.
Excellent customer service, communication, interpersonal skills (written and verbal).
Ability to maintain professional communication skills when under pressure and exhibit a high level of patience.
Experience with computer software and network applications.
Experience producing training materials using video, Word, PowerPoint, and Camtasia or Captivate.
SME in complex enterprise level projects.
Knowledge of Adobe Captivate.
Help desk ticket tracking systems (Remedy, HEAT, etc.).
Student Information System (SIS) capabilities.
5 consecutive years of training users in Aspen SIS or other student information systems within DCPS or other educational settings.
Job Details
Seniority level: Mid‑Senior Level
Employment type: Full‑time
Job function: Education and Training
Industry: IT Services and IT Consulting
Location: Washington, DC
#J-18808-Ljbffr