Title: Tech Enablement Program Support Analyst

The Enablement Program Support Analyst is responsible for clerical and administrative duties related to the delivery of training and knowledge management programs within the department. The role supports the Enablement Program and Senior Enablement Specialist/Training Lead in running the day-to-day operations of the Digital Services Training program and the development of the Knowledge Management Portal.

The Tech Enablement Team is seeking an experienced Program Support Analyst to conduct day-to-day operations and support the management of the Tech Enablement Program, including all aspects of developing and managing the Digital Services Training program and the IT Service Management (ITSM) knowledge database.

Program Support Analyst duties include:

• Manage Tech Enablement s Digital Services Training Calendar

• Support the development and roll-out of a Learning Management System for the Digital Services Training Program

• Setup course registrations

• Communicate with training facilitators

• Upload and update course content and materials

• Create and disseminate feedback surveys

• Produce reports on training statistics

• Assist with developing new training curricula

• Manage training requests received through IT Service Management (ITSM) System and other various channels.

• Develop needs assessments to evaluate the organization's training needs

• Create new training materials including presentations, handouts, and guides

• Design activities or lessons to teach certain technical skills

• Create new and update/customize existing course materials

• Support facilitators to ensure all virtual courses are running smoothly

• Assist with inquiries in the Teams chat for virtual trainings

• Support the production of virtual and in-person training/learning events

• Manage the EnableTECH Community in Teams

• Share training announcements and updates with all relevant stakeholders (Chief Information Officers (CIO), end-users, Training Coordinators, Operations Leads)

• Monitor the Teams channel or CIO meetings to disseminate training information throughout the organization.

• Support the creation of knowledge articles, user guides, video tutorials

• Collaborate with other OCTO program teams to manage the Knowledge Creator Network

• Manage the help article knowledge database on the end-user self-service portal

• Performs other related duties as assigned.

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CONTRACT JOB DESCRIPTION

Responsibilities:

1. Excellent verbal and written communication skills.

2. Strong presentation skills.

3. Excellent organizational skills and attention to detail.

4. Ability to evaluate and research training options and alternatives.

5. Ability to design and implement effective training and development.

6. Excellent time management skills with a proven ability to meet deadlines.

7. Proficient with Microsoft Office Suite or related software.

8. Knowledgeable of applicable federal, state, and local regulations

Minimum Education/Certification Requirements:

• At least three years related experience is required.

• Bachelor's degree in information technology or computer science, education, or a related field; one year of experience in delivering training programs; or an equivalent combination of training and experience.

Skill Requirements:

1 yr - Strong attention to detail and quality control

1 yr - Excellent writing and communication skills with the ability to explain technical terms plainly

1 yr - Experience designing training materials

1 yr - Proven ability to problem-solve and multi-task in a fast-paced and flexible work environment

1 yr - Excellent customer service skills and ability to engage with people at all levels of DC Gov

1 yr - Solid experience independently managing day-to-day program tasks

1 yr - Familiarity with Microsoft 365 tools and apps, in particular all aspects of working in Teams, SharePoint, and Microsoft Forms.

1 yr - Familiarity with web-based learning platforms and modern educational techniques