Training Specialist

Koniag Services Inc. a Koniag Government Services company is seeking a dedicated and experienced Training Specialist to support the development delivery and continuous improvement of training programs for our IT Call Center serving government clients in the Nashville Tennessee area. The ideal candidate is an enthusiastic and learner-centered training professional with demonstrated experience designing and delivering engaging effective training programs in a structured IT call center or government services environment. They bring strong instructional design skills a dynamic and adaptable facilitation style and a genuine passion for developing the knowledge skills and performance capabilities of call center staff at all levels. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and Training Specialist will be responsible for the design development delivery and continuous improvement of comprehensive training programs supporting IT Call Center operations. This individual will work closely with the Call Center Operations Manager program leadership supervisors and subject matter experts to assess training needs develop instructional content facilitate training sessions and evaluate training effectiveness to ensure all call center staff are equipped with the knowledge skills and tools needed to deliver exceptional IT support services to government end users. Principal responsibilities will include but are not limited to:Design develop and maintain a comprehensive suite of training programs curricula and instructional materials supporting IT Call Center operations including new hire onboarding training role-specific skills training systems and tools training compliance and policy training and ongoing professional development thorough training needs assessments in collaboration with the Call Center Operations Manager supervisors and program leadership to identify knowledge gaps performance deficiencies and emerging training requirements across all call center staff roles and engaging and effective training sessions for new hire call center agents supervisors and team leads utilizing a variety of instructional methods including instructor-led training virtual training e-learning hands-on simulation role-playing exercises and blended learning and maintain comprehensive training materials including facilitator guides participant workbooks job aids quick reference cards e-learning modules video tutorials and knowledge base training articles that support both initial and ongoing learning and administer training assessments knowledge checks and competency evaluations to measure training effectiveness validate learner comprehension and identify areas requiring additional instruction or and manage the new hire onboarding training program ensuring all new call center staff complete required training activities system access setup and competency validations prior to being assigned to live call handling with the ServiceNow Administrator/Developer and AWS Connect Administrator to develop and maintain platform-specific training materials and user guides for the ServiceNow ITSM platform AWS Connect contact center system and other call center technology tools and with quality assurance staff and call center supervisors to analyze call monitoring data ticket quality scores and performance metrics to identify recurring skill gaps or knowledge deficiencies and develop targeted training interventions that address root accurate training records completion tracking and certification documentation for all call center staff ensuring training compliance requirements are consistently met and training records are readily accessible for audit and reporting and maintain a training calendar scheduling and coordinating all training sessions refresher courses and professional development activities in alignment with call center operational schedules and staffing the development and maintenance of the programs knowledge management framework by creating reviewing and updating knowledge base articles process documentation and reference materials that support ongoing staff learning and performance support training program effectiveness using established metrics including assessment scores learner feedback surveys post-training performance data and supervisor observations continuously refining training content and delivery approaches based on evaluation current on adult learning theory instructional design best practices e-learning development trends and IT call center training methodologies proactively identifying opportunities to enhance the programs training capabilities and learner the development and delivery of specialized training programs for call center supervisors and team leads including leadership development coaching skills performance management and operational tools to business development activities as needed including supporting proposal efforts with training program descriptions instructional design capability narratives and relevant past performance and Experience:Required:Bachelors degree in Education Instructional Design Organizational Development Communications Information Technology or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree.3 years of experience in a training instructional design or learning and development role within an IT call center service desk or IT services experience designing developing and delivering training programs for call center or IT support staff including new hire onboarding systems training and ongoing skills development developing a variety of training materials including facilitator guides participant workbooks job aids and e-learning :Prior experience supporting training and instructional design functions within a federal government contracting developing and delivering training programs for IT call center or service desk staff supporting a federal government with e-learning authoring tools such as Articulate Storyline Adobe Captivate or equivalent platforms for the development of self-paced online training with Learning Management System (LMS) administration and training record Skills and Competencies:Strong communication skills in English both written and oral with exceptional presentation and facilitation skills and the ability to deliver engaging clear and effective training to diverse audiences including frontline call center agents supervisors and program instructional design skills with the ability to apply adult learning theory and systematic instructional design methodologies such as ADDIE or SAM to the development of effective learner-centered training programs and in developing a comprehensive range of training materials including facilitator guides participant workbooks quick reference cards job aids and knowledge base training articles using Microsoft Office Suite and equivalent understanding of IT call center operations including call handling procedures ITSM ticketing workflows SLA requirements and customer service standards with the ability to translate operational knowledge into effective training ability to conduct training needs assessments analyze performance data and quality monitoring findings and develop targeted training interventions that address identified knowledge gaps and skill developing and administering training assessments competency evaluations and learner feedback surveys with the ability to analyze evaluation data and use findings to continuously improve training in Microsoft Office Suite (Word Excel PowerPoint Outlook) and collaboration tools such as Microsoft Teams and SharePoint for training material development training record management and program organizational and project management skills with demonstrated ability to manage multiple training development and delivery assignments simultaneously maintain accurate training records and meet deadlines in a fast-paced operational and relationship-oriented work style with the ability to build effective working partnerships with call center supervisors subject matter experts operations staff and program leadership to gather content inputs and support training program to obtain and maintain a government security clearance as Skills and Competencies:Active government security clearance (Secret or higher).Association for Talent Development (ATD) Certified Professional in Learning and Performance (CPLP) or equivalent learning and development in e-learning authoring tools such as Articulate Storyline 360 Adobe Captivate or equivalent platforms for the development of interactive self-paced online training administering and managing a Learning Management System (LMS) including course uploads learner enrollment completion tracking and training report Foundation certification or demonstrated familiarity with ITIL service management principles and IT call center operational concepts as they apply to training content developing virtual instructor-led training (vILT) programs and leveraging virtual training platforms such as Microsoft Teams Zoom or equivalent tools for remote and hybrid training with video-based learning content development tools such as Camtasia Loom or equivalent platforms for the development of tutorial and demonstration developing training programs for ServiceNow AWS Connect or equivalent ITSM and cloud contact center platforms used in an IT call center of Section 508 accessibility standards and their application to training material and e-learning content with Kirkpatricks Four Levels of Training Evaluation or equivalent training evaluation frameworks for measuring and demonstrating the impact of training programs on learner performance and operational supporting business development efforts including training program descriptions instructional design capability narratives and past performance documentation for government contract Equal Employment Opportunity Policy:The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website please contact Heaven Wood via e-mail at or by calling to request accommodations. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please visit Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352