TrainingCommunications Specialist

Koniag IT Systems LLC a Koniag Government Services company is seeking a Training/Communications Specialist to support KITS and our government customer in Washington DC. The position is hybrid requires 1 day onsite. This position requires the candidate to be able to obtain a Public 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 / Communications Specialist is responsible for the design development delivery and management of end-user IT training programs and IT service communications across CLIENTs enterprise environment. This individual serves as the dedicated training and communications resource within the customer success and service delivery team ensuring that CLIENT staff have the knowledge skills and timely information they need to effectively adopt and use CLIENTs enterprise IT services and role requires a unique combination of instructional design expertise technical IT knowledge and professional communications skills. The Training / Communications Specialist must be able to translate complex technical concepts into clear accessible and engaging training content and communications for audiences ranging from frontline CLIENT staff to senior leadership. This individual serves as the primary content developer for end-user training materials service communications knowledge base articles and user-facing IT guidance across CLIENTs enterprise individual must demonstrate solid proficiency in instructional design technical writing IT service communications and end-user training delivery with the ability to independently manage routine and moderately complex training and communications activities and escalate complex issues to the Customer Success / Service Delivery Lead as Responsibilities:Training Program Design & Development:Lead design and development of end-user IT training programs for CLIENTs enterprise IT services tools and platforms including new employee onboarding training technology refresher training and targeted training for major platform updates and new capabilitiesApply instructional design methodologies (e.g. ADDIE SAM) to develop training programs that are engaging effective and appropriate for adult learners in a Federal workplace environmentDevelop comprehensive training content libraries including instructor-led training materials self-paced e-learning modules quick reference guides job aids video tutorials and interactive learning resourcesCollaborate with functional area leads and subject matter experts to ensure training content accurately reflects current system configurations procedures and best practicesDevelop and maintain training needs assessments to identify skill gaps training priorities and learning objectives for CLIENT staff across the enterpriseDesign training evaluation frameworks including learning assessments knowledge checks and post-training effectiveness surveysMaintain comprehensive and current training content libraries ensuring all materials are accurate accessible and aligned with CLIENTs current IT environmentTraining Delivery & Facilitation:Deliver instructor-led training sessions for CLIENT staff on enterprise IT services tools and platforms including both in-person and virtual delivery formatsFacilitate engaging and interactive training experiences that promote knowledge retention and practical skill developmentCoordinate training session logistics including scheduling facility or virtual platform coordination participant registration attendance tracking and post-session follow-upProvide one-on-one and small group training support for CLIENT staff who require additional assistance with specific IT tools or servicesDeliver new employee IT onboarding training sessions ensuring that new CLIENT staff are equipped with the knowledge and access they need to be productive from day oneMonitor participant engagement and comprehension during training sessions adapting delivery approach as needed to maximize learning effectivenessCoordinate with the Service Delivery Manager on training calendar management and scheduling activitiesSection 508 Compliance & Accessibility:Ensure all training materials and service communications are developed in full compliance with Section 508 of the Rehabilitation Act and applicable CLIENT accessibility requirementsApply accessibility best practices to all content development activities including proper use of alt text closed captions screen reader compatibility and accessible document formattingConduct accessibility reviews of existing training materials and communications remediating non-compliant content as identifiedCoordinate with the Customer Success / Service Delivery Lead and Government COR on Section 508 compliance requirements for training and communications contentStay current on Section 508 compliance standards and accessible content development best practices applying updates to content development processes as appropriateMaintain accurate Section 508 compliance documentation for all training materials and communications distributed to CLIENT stakeholdersIT Service Communications:Develop and distribute IT service communications to CLIENT stakeholders including service announcements maintenance window notifications new service introductions planned outage alerts and post-incident communicationsDevelop clear concise and professional communications that accurately convey technical information to non-technical audiences at all levels of the organizationCoordinate with functional area leads and the Release / Environment Manager on communications requirements for planned service changes releases and maintenance activitiesDevelop and maintain a service communications library including email templates intranet content digital signage content and other stakeholder-facing communication formatsMaintain the service communications calendar ensuring that stakeholders receive timely accurate and relevant information about IT services and planned changesMonitor stakeholder responses to service communications escalating questions concerns and feedback to the Service Delivery Manager and Customer Success / Service Delivery LeadSupport development of executive-level IT communications and briefing materials as directed by the Customer Success / Service Delivery Lead and Contractor Program ManagerKnowledge Base Content Development:Develop and maintain end-user knowledge base articles self-service guides FAQs and troubleshooting resources in CLIENTs ITSM platform and self-service portalCollaborate with functional area leads and subject matter experts to develop accurate current and useful knowledge base content that enables CLIENT staff to resolve common IT issues independentlyConduct periodic knowledge base content audits identifying and updating outdated inaccurate or incomplete articlesMonitor knowledge base usage metrics and search query data to identify content gaps and prioritize new article developmentDevelop knowledge base content in formats that are accessible easy to navigate and appropriate for non-technical end usersCoordinate with the Service Management Lead on knowledge management platform configuration and knowledge base governance activitiesSupport development of Service Desk knowledge base content that enables first-contact resolution improvements at Tier 1Learning Management System (LMS) Administration:Administer CLIENTs learning management system or training delivery platform including course catalog management user enrollment completion tracking and reportingMaintain accurate training completion records and certification tracking data for CLIENT staffGenerate routine and ad hoc training completion and effectiveness reports for review by the Customer Success / Service Delivery LeadSupport LMS platform configuration and maintenance activities coordinating with the Applications & Integration Lead on technical requirementsDevelop and maintain LMS administration procedures and user guidance for CLIENT staff accessing training resourcesCoordinate with the Customer Success / Service Delivery Lead on LMS platform governance and content management standardsIntranet & Digital Content Management:Develop and maintain IT-related intranet content including service pages IT news and announcements training resources and self-service guidanceCoordinate with CLIENTs communications and web management teams on intranet content publishing and governance requirementsSupport development of digital signage content for CLIENT facilities in coordination with the A/V Lead Systems IntegratorMaintain accurate and current IT service information on CLIENTs intranet and self-service portalMonitor intranet content usage metrics and stakeholder feedback identifying opportunities to improve content accessibility and usefulnessEnsure all intranet and digital content is developed in compliance with Section 508 accessibility requirements and CLIENT branding standardsReporting & Analytics:Generate routine and ad hoc reports on training completion rates knowledge base usage communications effectiveness and service adoption metrics for review by the Customer Success / Service Delivery LeadMaintain accurate training and communications metrics data in the Government ITSM platform and reporting dashboardsContribute training and communications data to Sprint metrics reporting monthly performance dashboards and Sprint Review demonstrationsIdentify trends in training effectiveness knowledge base usage and communications engagement communicating findings and recommendations to the Customer Success / Service Delivery LeadSupport development and maintenance of training and communications reporting templates and dashboard configurationsProvide accurate training and communications data to support continual service improvement activities and Sprint RetrospectivesRequired Qualifications:Experience:Minimum 35 years of hands-on IT training development instructional design and technical communications experience in an enterprise environmentDemonstrated experience designing and developing end-user IT training programs for enterprise IT services and platforms in a Federal or comparable environmentProven experience delivering instructor-led and virtual IT training to diverse audiences in an enterprise environmentExperience developing IT service communications for enterprise IT environments including maintenance notifications service announcements and new service introductionsDemonstrated experience developing Section 508-compliant training materials and communications contentExperience developing and maintaining knowledge base content and self-service user guidanceFamiliarity with ITIL 4 service management practices as applied to knowledge management and service communicationsExperience in a Federal or private-sector enterprise environment of comparable scale and complexityTechnical Expertise:Solid proficiency in:Instructional design methodologies (e.g. ADDIE SAM) for adult learnersEnd-user IT training content development for enterprise platformsIT service communications writing and distributionSection 508 accessibility compliance for training materials and communicationsKnowledge base content development and managementE-learning development tools (e.g. Articulate Storyline Rise Adobe Captivate or equivalent)Microsoft 365 productivity tools (Word PowerPoint SharePoint Stream) for content developmentLearning management system administration and reportingWorking knowledge of:ITIL 4 knowledge management and service communications practicesMicrosoft 365 and enterprise IT platforms as they relate to end-user training topicsAgile/Scrum delivery practices and Sprint coordinationIT service performance metrics and service adoption analyticsFederal IT service delivery requirements and Government stakeholder communication standardsIntranet content management and digital content developmentVideo production and editing tools for tutorial developmentData analytics and reporting tools for training effectiveness measurementAdditional preferred certifications:Certified Professional in Talent Development (CPTD) or Associate Professional in Talent Development (APTD)Microsoft 365 Certified: Fundamentals (MS-900)Section 508 Trusted Tester Certification or equivalent accessibility certificationCertified Scrum Master (CSM) or equivalentHDI Knowledge-Centered Service (KCS) Fundamentals or equivalentProject Management Professional (PMP) or equivalentPreferred Qualifications:Prior experience supporting Federal civilian agency IT training and communications programsFamiliarity with CLIENT or similar agency IT environments and stakeholder communication standardsExperience with Agile/Scrum delivery models in a training and communications contextExperience with ServiceNow knowledge management and self-service portal content developmentDemonstrated experience with video tutorial production for enterprise IT training programsExperience with SharePoint intranet content management and communications publishingFamiliarity with OMB Federal customer experience and plain language communication requirementsExperience supporting cybersecurity awareness training program development and deliveryOur Equal Employment Opportunity PolicyThe 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 apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request 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 Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352