Training / Process Manager (Government)

AT&T - COLUMBIA, Maryland

The Training/ Process manager will provide training, communication, and support documentation for IT process, workflow, and Standard Operating Procedures (SOPs) for a large IT service contract.

Responsibilities include:

• Creating and maintaining training material for internal IT Service Management team to support role based processes, tasks, and SOPs
• Managing training material within the project Knowledge Database
• Providing, managing, tracking and measuring End user views and feedback of the training material
• Coordinating training activities to support staff development, including online and classroom
• Monitoring staff training compliance
• Preparing periodic reports to communicate outcomes of training activities
• Designing, monitoring, optimizing and re-engineering program processes to improve contract performance

The Training/ Process Manager shall have nine (9) years of experience that may include a combination of work history and education. A master’s degree is equivalent to 6 years of experience, a bachelor’s degree is equivalent to 4 years of experience and an associate’s degree is equivalent to 2 years of experience. The degree must be from an accredited college or university. Experience creating, tracking, scheduling and conducting internal training activities.

• Experienced with writing processes, procedures, and work instructions. Technical writing skills a plus.
• Experience with training presentation tools
• Passion for customer service with a strong level of critical thinking in order to quickly resolve issues
• Excellent oral and written communication skills. Ability to understand others and communicate clearly.

Required Clearance: Candidate must have a TS/SCI polygraph clearance

Desired: ITIL v3 Foundations Certification

AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V

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Posted: 30+ days ago

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