Senior Software Trainer and Quality Assurance Analyst

Overview

Role:
Senior Software Trainer and Quality Assurance Analyst

Client: DC Government

Location:

Washington, DC (Hybrid)

• 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.

• 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:
  
  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.

• 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