Education and Experience:

•

Required:

+ Bachelor's 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 environment. + Demonstrated experience designing, developing, and delivering training programs for call center or IT support staff, including new hire onboarding, systems training, and ongoing skills development programs. + Experience developing a variety of training materials including facilitator guides, participant workbooks, job aids, and e-learning content.

Preferred:

+ Prior experience supporting training and instructional design functions within a federal government contracting environment. + Experience developing and delivering training programs for IT call center or service desk staff supporting a federal government customer. + Familiarity with e-learning authoring tools such as Articulate Storyline, Adobe Captivate, or equivalent platforms for the development of self-paced online training modules. + Experience with Learning Management System (LMS) administration and training record management.

Required 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 leadership.

+ Demonstrated 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 materials. + Proficiency 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 tools. + Strong 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 content. + Demonstrated 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 deficiencies. + Experience 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 programs. + Proficiency 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 communication. + Strong 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 environment. + Collaborative 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 delivery. + Ability to obtain and maintain a government security clearance as required.

Desired 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 certification. + Proficiency in e-learning authoring tools such as Articulate Storyline 360, Adobe Captivate, or equivalent platforms for the development of interactive, self-paced online training modules. + Experience administering and managing a Learning Management System (LMS) including course uploads, learner enrollment, completion tracking, and training report generation. + ITIL Foundation certification or demonstrated familiarity with ITIL service management principles and IT call center operational concepts as they apply to training content development. + Experience 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 delivery. + Familiarity with video-based learning content development tools such as Camtasia, Loom, or equivalent platforms for the development of tutorial and demonstration videos. + Experience developing training programs for ServiceNow, AWS Connect, or equivalent ITSM and cloud contact center platforms used in an IT call center environment. + Knowledge of Section 508 accessibility standards and their application to training material and e-learning content development. + Familiarity with Kirkpatrick's Four Levels of Training Evaluation or equivalent training evaluation frameworks for measuring and demonstrating the impact of training programs on learner performance and operational outcomes. + Experience supporting business development efforts including training program descriptions, instructional design capability narratives, and past performance documentation for government contract proposals.

Our 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 employment. The 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 accommodations@koniag-gs.com or by calling 703-488-9377 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 www.koniag-gs.com . Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

Job Details
Job Family
Client Techncial Support and Training
Job Function
Technical Trainer
Pay Type
Salary

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