SDC2021-4659-SME-ASPEN Trainer

SDC2021-4659-SME-ASPEN Trainer

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Candidate must be Authorized to work in the United States with any employer, No Visa Sponsorship, No C2C candidates please, No Third Party agencies. This is a direct hire role.

Job Title: SDC2021-4659-SME-ASPEN Trainer

Location: Washington, DC

Duration: 12 Months (Possible Extension)

Description
The Senior Software Trainer and Quality Assurance Analyst is a hybrid training/QA role that is uniquely designed to provide schools with expert knowledge and training on the Districts Aspen SIS functions and support the DevOps team in testing.
The Senior Software Trainer and Quality Assurance Analyst is a hybrid training/QA role that is uniquely designed to provide schools with expert knowledge and training on the Districts Aspen SIS functions and support the DevOps team in testing and validation new SIS features. The analyst is responsible for providing in person training and support to schools and central office users. They will provide in person support and training, in addition to telephone and email support to the end-user community. This role provides resolutions for users, walks the user through a series of steps to determine the cause of a problem, updates systems to reflect users’ requests, and creates training resources to support the ongoing use of the system. The role ensures problem ownership and promotes end-user satisfaction.

Specific Duties

• Create and maintains training resources (manuals, reference guides, webinars, websites) to support ongoing training using a number of mediums: PowerPoint, video, Captivate, Word, SharePoint, etc.
• Provide 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 reviews any open issues or requests from end-users and follow-up accordingly.
• Determine nature of obstacles and best client staff to resolve, tracks and follows up until issue is resolved.
• Complete testing and user validation of Student Information System
• Supply office hours support at various sites
• Support and carries out the Chancellor’s mission to transform Client and close the achievement gap.
• Perform other related duties as assigned.

Required Skills and Experience

• Required: Must have either a minimum of 1 year of experience training client School based users and central office users in Aspen SIS
• 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 providing 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 for 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

Candidate must be Authorized to work in the United States with any employer, No Visa Sponsorship, No C2C candidates please, No Third Party agencies. This is a direct hire role.