Training Specialist – CRM

Role Overview

• Provide support for sustainment training in support of the Contact Relationship Management (CRM) platform in R/PPR's Organizational Learning Unit.
• Design, deliver and evaluate online/virtual and in-person training modules across platforms used by the Department, customized by strategic outcomes and policy priorities as set by the Office.
• Track important interactions and strategically identify and engage target audiences through CRM.
• Manage the intake of help desk ticket requests for sustainment training.
• Support and maintain an eLearning platform for on-demand self-service training.

Requirements

• Demonstrate ability to interact and cooperate professionally with all Department employees and vendors.
• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
• Maintain professional internal and external relationships that foster core values.
• Proactively establish and maintain effective working team relationships with all support departments.
• Must maintain a neutral stance concerning any political or diplomatic topics.
• Maintain composure under the stresses of multiple simultaneous tasks often from high officials.
• Handle all directives with candor and professionalism on the phone and in person.
• Manage the intake of help desk ticket requests for sustainment training, as requested from end users.
• Update virtual lessons, learning materials, and lesson plans at least every two months to reflect system changes.
• Trainee satisfaction is at least 80 percent Satisfied or Very Satisfied according to a monthly average based on response to a mutually agreed-upon survey by the Government and the vendor.
• Conduct regular sustainment training of CRM users who need training outside of regular deployment, both remotely during global business hours and via scheduled in-person workshops.
• Support and maintain an eLearning platform to support on-demand self-service training for Mission users.
• Anticipate training several hundred DOS staff globally and domestically.
• Create and curate custom trainings based on user identified needs, drawing from an agreed-upon curriculum of sustainment training modules and offerings.
• Revise training materials and exercises as necessary to increase effectiveness and encourage training efficiencies.
• Schedule and hold training sessions in accordance with user’s local schedules, accounting for Mission operating hours and holidays.
• Devise, plan, coordinate and conduct a slate of regular virtual training workshops to serve offices and posts after deployment.
• The contractor must develop customized agendas, curricula, and presentations for government review and approval prior to delivery.
• Maintain an on-demand learning management system to enable self-paced learning for end users.
• Plan, coordinate and implement Bureau-specific training modules designed to achieve specific digital diplomacy strategic objectives according to specifications and deadlines.
• Create detailed schedules and work plans which identify and sequence the activities needed to successfully complete assigned projects.
• Lead trainings, whether in-person or via online platforms, for overseas and Washington-based staff on both the functionality and strategic use of R/PPR-assigned digital platforms, tailored and customized to achieve specific digital diplomacy strategic objectives.
• Develop and manage materials and resources used in each module, whether in-person or via online platforms.
• Manage communications, training schedules and logistics with clients, stakeholders, project contributors and SMEs.
• Develop, execute, and submit detailed reports measuring effectiveness of assigned training modules.
• Develop forms and records to document project activities and related information.
• Execute projects according to project plans in collaboration with the Government.
• Monitor progress of projects and make adjustments as necessary to ensure successful completion.
• Apply knowledge of the various levels of adult learning and break technical and at-times complicated information into distinct, hands-on modules that achieve identified and desired learning objectives.
• Adapt training modules for varying conditions in the field, customizing modules for maximum outcome for trainees’ level of skill, desired learning objectives and the overall strategic digital diplomacy objective.
• Design, lead or co-lead interactive and hands-on modules whether training is delivered in-person or via online platforms.
• Ability to obtain and maintain a suitable security clearance and DoS badge; ideal candidates will already possess a Secret-level clearance or higher.
• Infrequent OCONUS travel may be required.

Benefits

• 401(k) and Roth retirement plans
• Medical, Dental, and Vision Insurance (for employees and families)
• Supplemental Insurance
• 11 Federal Holidays
• At least three weeks of Paid Time Off (PTO), including sick and personal leave