Training and Knowledge Management Lead
Core
Lead the development, coordination, and delivery of training and knowledge initiatives for Customer Support and OTI/Agency support teams, serving as a subject matter expert for onboarding and coaching.
Role type
Training and Knowledge Management Lead
Builds
Training curriculum, knowledge articles, and internal documentation repositories for government support teams
Domain
Public sector / Government operations / Customer Service
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Training program design, Knowledge Management processes, ServiceNow (SN) system administration, Quality Assurance (QA) analysis, Curriculum development, Stakeholder collaboration, Process improvement, Documentation management
Preferred skills
Experience with communities of practice, Webinar facilitation, Workshop leadership
Technologies
ServiceNow (SN)
Responsibilities
Develop and deliver training initiatives via in-person and virtual platforms; Create and publish Knowledge articles; Identify skill gaps through QA findings; Maintain training records and documentation; Coordinate training activities related to system updates; Support onboarding and coaching for new employees.
Seniority
Individual Contributor, Lead level