Training, User Support & Adoption Lead

🕒 Setembro 22

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $120.000 - $140.000 / ano

⏰ Tempo Integral

🟠 Sênior

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Valiant Solutions

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2005

💼 Consultoria

🎖️ Defesa

🔒 Cibersegurança

Consulting • Defense • Cybersecurity

A Valiant Solutions é uma empresa de serviços de cibersegurança e TI que se especializa em proteger o futuro ao fornecer soluções abrangentes e personalizadas para desafios enfrentados pelo Governo Federal. Com foco em engenharia de segurança, operações e governança de risco estratégico, a empresa enfrenta desafios complexos de segurança da informação por meio de desenvolvimento de aplicativos inovadores e arquitetura corporativa. Reconhecida por seu compromisso com a excelência, a Valiant Solutions recebeu vários contratos e honras por suas contribuições impactantes na área de cibersegurança.

Descrição

• Develop and execute the AirHub training, user readiness, support, and adoption strategy • Develop role-based training plans and learning paths for EPA and external user communities • Develop and deliver instructor-led, virtual, and self-service training • Create and maintain user guides, job aids, FAQs, videos, knowledge articles, and other user-support materials • Coordinate user onboarding and readiness activities for Beta and Production releases • Support UAT participants through orientation, training, instructions, office hours, and functional assistance • Establish the AirHub user-support model, including intake, triage, escalation, and resolution processes • Provide or coordinate Tier 1 and Tier 2 functional user support • Triage user-reported issues and route questions, data issues, access issues, and potential system defects to appropriate teams • Establish and maintain a user-facing knowledge base and known-issues information • Conduct office hours and enhanced rollout support during Beta and Production implementation • Coordinate user hypercare during major releases and transition users into the long-term support model • Monitor support trends, user feedback, training effectiveness, and adoption barriers • Identify recurring issues and provide feedback to Product on usability improvements and enhancement needs • Develop and monitor user-readiness, training, support, and adoption metrics • Partner with the Communications Lead on implementation communications and awareness activities

🎯 Requisitos

• 10+ years of experience in enterprise training, user adoption, user support, organizational readiness, or technology implementation • Demonstrated experience developing and executing training and user-readiness strategies for large technology implementations • Strong instructional design experience and knowledge of adult learning principles • Experience developing role-based curricula, user guides, job aids, knowledge articles, videos, and other training/support materials • Experience delivering instructor-led, virtual, and self-service training to diverse user populations • Experience establishing or managing functional user-support models, including intake, triage, escalation, knowledge management, and Tier 1/2 support • Experience supporting users during UAT, pilots/Beta releases, production rollout, and post-production stabilization • Experience measuring training effectiveness, user readiness, support trends, and technology adoption • Strong understanding of the relationship between user support, Product, Quality Engineering, and defect management • Experience supporting geographically dispersed internal and external stakeholder communities • Experience supporting Federal technology implementations preferred • Excellent facilitation, written communication, presentation, stakeholder engagement, and customer-service skills • Quiet, distraction-free workspace with adequate internet • Full attention and availability during working hours • Schedule aligned with coworkers’ and clients’ core business hours • Disclosure and written approval for current or future outside employment or other professional activities

🏖️ Benefícios

• Valiant pays 99% of the Medical, Dental, and Vision Coverage for Full-time Employees • Valiant contributes 25% towards Health Coverage for Family and Dependents • 100% Paid Short Term Disability and Life Insurance Policy for Full-time Employees • 100% Paid Certifications • 401K Matching up to 4% • Paid Time Off • Paid Federal Holidays • Wellness & Fitness Program • Valiant University – Online Education and Training Portal • FSA programs for: Medical Costs, Dependent Care, Transit, and Parking • Referral Bonuses • Work-life balance • Career development opportunities