Training, User Support & Adoption Lead

🕒 September 22

🇺🇸 United States – Remote

💵 $120k - $140k / year

⏰ Full Time

🟠 Senior

👻 Ghost score 11%

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Valiant Solutions

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2005

💼 Consulting

🎖️ Defense

🔒 Cybersecurity

Consulting • Defense • Cybersecurity

Valiant Solutions is a cybersecurity and IT services firm that specializes in securing the future by providing comprehensive and customized solutions to challenges faced by the Federal Government. With a focus on security engineering, operations, and strategic risk governance, the company addresses complex information security challenges through innovative application development and enterprise architecture. Recognized for its commitment to excellence, Valiant Solutions has been awarded numerous contracts and honors for its impactful contributions in the cybersecurity field.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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

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