Program Support Analyst
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Job Description
Position Title & Code: Enablement Program Support Analyst
Location: Washington DC
Project End Date: 09/30/2024 (With Possible extension to next fiscal year)
Short Description:
The Tech Enablement Team is seeking an experienced Program Support Analyst to conduct daytoday operations and support the management of the Tech Enablement Program managing the Digital Services Training program and the ITSM knowledge database.
Responsibilities:
Title: Tech Enablement Program Support Analyst
Short Description: The Enablement Program Support Analyst is responsible for clerical and administrative duties related to the delivery of training and knowledge management programs at . The role supports the Enablement Program and Senior Enablement Specialist/Training Lead in running the daytoday operations of the Digital Services Training program and the development of the Knowledge Management Portal.
Long Description: The Tech Enablement Team is seeking an experienced Program Support Analyst to conduct daytoday 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:
- Assist with inquiries in the Teams chat for virtual trainings
- Support the production of virtual and inperson training/learning events
- Manage the EnableTECH Community in Teams
- Share training announcements and updates with all relevant stakeholders (Chief Information Officers (CIO) endusers 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 program teams to manage the Knowledge Creator Network
- Manage the help article knowledge database on the enduser selfservice portal
- Performs other related duties as assigned.
Responsibilities:
- Excellent verbal and written communication skills.
- Strong presentation skills.
- Excellent organizational skills and attention to detail.
- Ability to evaluate and research training options and alternatives.
- Ability to design and implement effective training and development.
- Excellent time management skills with a proven ability to meet deadlines.
- Proficient with Microsoft Office Suite or related software.
- Knowledgeable of applicable federal state and local regulations
Minimum Education/Certification Requirements:
- At least three years related experience is required.
- Bachelors 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 Assessment: (Please include the years of experience last used and brief description on skills below information is to be submitted along with the resume)
Skill
Required / Desired
Amount of Experience
Years Used
Short Brief Description
Project
Strong attention to detail and quality control
Required
1 year
Excellent writing and communication skills with the ability to explain technical terms plainly
Required
1 year
Experience designing training materials
Required
1 year
Proven ability to problemsolve and multitask in a fastpaced and flexible work environment
Required
1 year
Excellent customer service skills and ability to engage with people at all levels o
Required
1 year
Solid experience independently managing daytoday program tasks
Required
1 year
Familiarity with Microsoft 365 tools and apps in particular all aspects of working in Teams SharePoint and Microsoft Forms.
Required
1 year
Familiarity with webbased learning platforms and modern educational techniques
Nice to have
1 year
Employment Type
Full Time
