Learning Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Create and sustain training materials, such as user guides, Knowledge Base articles, quick-reference documents, instructional videos, interactive learning modules, contextual assistance, and release-specific instructions.

• Organize and deliver training sessions tailored for diverse user roles, experience levels, and job functions.

• Evaluate current training resources, documentation, knowledge deficiencies, delivery techniques, and user requirements.

• Develop user personas for various categories, including new users, occasional users, mobile users, and power users.

• Oversee the Knowledge Base and user-support content, which includes governance, review, publishing, version control, consolidation, and retirement processes.

• Analyze Sprint-assigned software modifications for their documentation and training implications.

• Collaborate with development teams, QA, functional SMEs, Help Desk staff, and FLETC stakeholders to ensure guidance aligns with releases.

• Create onboarding, refresher, troubleshooting-reference, and support materials for Tier I and Tier II Help Desk personnel.

• Utilize support inquiries and Help Desk patterns to identify knowledge gaps and enhance self-service options.

• Aid in user outreach, inform about new features and system updates, and gather user feedback.

• Develop and maintain a User Support and Knowledge Management Development Plan.

• Conduct reviews on content health and suggest modernization, consolidation, or retirement of outdated materials.

• Monitor training participation, content usage, user engagement, recurring questions, and training effectiveness.

• Provide updates and recommendations through program reporting processes.

• Coordinate content validation with Government clients.

• Facilitate UAT/release readiness, stakeholder engagement, and contract transition by organizing transferable training and knowledge resources.

⛳️ Requirements

• Proven experience in developing and delivering training for software applications, user documentation, or technical learning content.

• Exceptional ability to convert complex application features and technical details into clear, user-friendly instructions suitable for nontechnical audiences.

• Experience in creating user guides, job aids, Knowledge Base articles, quick-reference materials, videos, presentations, and online learning resources.

• Background in collaborating with software development, QA/testing, Help Desk, product owners, functional SMEs, and end users.

• Strong written and verbal communication, facilitation, presentation, and stakeholder-engagement capabilities.

• Ability to assess diverse user populations and customize learning materials according to role, experience level, workflow, and training requirements.

• Experience in managing documentation or knowledge content through review, approval, publishing, versioning, maintenance, and retirement processes.

• Familiarity with Agile software development and release methodologies, encompassing user stories/tickets, Acceptance Criteria, testing, UAT, and release communications.

• Competence in analyzing user feedback, support trends, and content usage.

• Experience with Confluence and Jira, or similar systems.

• Capability to manage multiple concurrent priorities in a dynamic software environment.

• Ability to collaborate with Government SMEs who maintain authority over business rules, policies, and operational procedures.

• Preferred: experience in supporting a large enterprise or Government business application, Section 508/accessibility, instructional design, eLearning authoring tools, video/content creation, knowledge-management practices, user-community involvement, and AI/ML tools and techniques.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Professional development opportunities.

• Flexible work arrangements.

• Competitive salary and benefits package.