Training & Development Specialist
Position Summary
Peraton is seeking a Training and Development Specialist with experience in Quality Assurance to support the HHS OIG Information Technology Service Desk Support and Engineering Services Program. The specialist provides communication and training services guided by quality assurance analysis of trending metrics to maximize IT efficiency and stakeholder satisfaction across the HHS OIG enterprise. This role designs, develops, and facilitates training campaigns for HHS OIG end users and staff (FTE and contractors), and performs quality analysis of service desk tickets, tasks, and metrics to identify opportunities for process improvements, SLA performance, and collaborative coaching to drive individual and team excellence.
Key Responsibilities
Deliver strategic communication and training campaigns that empower end users to resolve common IT tasks through improved automation and intelligence; reduce reliance on live agent-based service desk support; draft and publish communications (web pages, emails, newsletters, videos) to guide self-help usage.
Plan and execute operational communications about HHS OIG IT systems and tools using existing and future channels (OIG intranet, emails, videos, infographics); establish a unified communication channel for training inquiries and notifications, including a shared mailbox and standardized templates for confirmations, follow-ups, cancellations, feedback reminders, and new course announcements.
Develop and maintain standards and high-quality templates for internal and external communications (PowerPoint presentations, reports, newsletters, marketing materials) and support HHS OIG users in their effective use of these templates.
Provide data analytics services by reviewing service desk tickets, web analytics, open rates, and survey responses to determine audience needs; create and launch training feedback and needs assessment surveys; design and deploy a ServiceNow catalog item for training requests; integrate mailbox, surveys, and ServiceNow into a cohesive operational workflow with SOPs and periodic optimization.
Lead change management communication and training campaigns to facilitate maximum user adoption of new and existing tools and systems (e.g., Office 365), in concert with IT project teams and other HHS OIG offices.
Ensure usability and accessibility by making all end-user-targeted content compliant with Section 508 of the Americans with Disabilities Act and applying user experience best practices.
Collaborate with the Service Desk Manager and Program Leadership to develop a quality assurance analysis process; streamline communications and processes across Service Desk and Tier 3 teams—including ticket documentation, work notes, resolution processing, and phone/electronic ticket handling; assist in managing ticket and AWS Connect phone queues to meet SLAs and reduce backlog.
Required Qualifications
• Excellent communication and presentation skills.
• Working knowledge of Instructional System Design (ISD)
• Time management skills
• Self-motivated team contributor with strong collaboration skills.
• Ability to generate deliverables that meet client requirements with little to no rework.
• Demonstrated results in developing training campaigns to drive adoption of new and existing systems and tools (e.g., ServiceNow, Teleconference system, Windows 11, Azure Cloud, Office 365).
• Demonstrated results in developing and marketing training via videos, knowledge management systems, web pages, emails, newsletters, and other channels.
• Experience developing content and standards for communications, including PowerPoint presentations, reports, newsletters, and marketing materials.
• Proficiency with PowerPoint, and all other MS Tools
• Working knowledge with ServiceNow reports and analytics and willingness to self-Client, as well as share knowledge with each release.
• Familiarity with Section 508 accessibility compliance requirements.
• Must reside within a 50-mile radius of the Washington, DC Metro area.
• U.S. Citizenship or permanent resident for more than 3 years.
• Active Public Trust clearance (High Risk).
Desired Experience /Capabilities
• Strong understanding of Service Desk support strategies.
• Experience with Adobe Captivate or similar software.
• Adult Learning Theory
Working Relationships
Works closely with the Knowledge Manager, Service Desk Manager, and Program Leadership; collaborates with IT project teams and other HHS OIG offices to deliver training, communications, and continuous improvement initiatives. Must have previous experience working with technical resources and presenting to C-suite executives.
