Responsibilities The Performance Support Specialist supports the training organization in developing, managing, and delivering learning and performance support content and solutions to field and customer operation employees. Responsibilities
- Partner with instructional design, technical and operations training, and stakeholders across the organization in the development of performance support solutions
- Work with content owners, user experience specialists, and other SMEs to design and manage processes to ensure accurate and timely publishing of performance support content
- Coordinate with team members and business partners, in design and delivery of solutions to meet the demands and delivery needs for performance support and training processes
- Lead and contribute to projects that involve development and implementation of performance support solutions, documentation, change management, and communication plans
- Develop, implement, track and analyze reports and communicate to all levels of management on system performance and content and process efficacy
- Work closely with business partners, field and customer operations teams, and other end-users to understand user needs, behavior, attitudes, and work environments to develop and implement continuous improvement of performance support solutions
- Manage, and provide end-user support for, the technology systems and platforms deployed to deliver training and performance support solutions
- Support adherence to best practices and patterns, design and branding standards to ensure consistency across channels and deliverables
- Stay current with relevant advances and prevailing approaches and technologies for delivering performance support
- Provide direction and guidance to team members
Qualifications
- Bachelor degree in instructional design, organizational learning, information design, communications, public relations, or related field
- Experience managing CMS, LMS, LCMS, or similar content systems
- Experience analyzing business processes, developing user and process documentation, and/or program communications while demonstrating exemplary research and writing skills
- Experience in managing and facilitating multiple projects simultaneously and driving execution
- Effective team building and leadership skills, coaching, aligning performance for success, adaptability, building trust
- Ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets the organizations expectations for exemplary customer service
- Ability to communicate effectively, both verbally and in writing; strong conceptualization and visual communication ability; strong presentation skills
- Ability to work independently and proactively; strong organizational skills and the ability to successfully complete multiple tasks within established and changing deadlines
- Ability to contribute and collaborate effectively as a member of a highly-functioning and productive team
- High attention to detail and strong proofreading, content auditing skills
- Highly capable with Microsoft Office suite; familiarity with visual design tools such as Visio, Photoshop, Illustrator, InDesign
- Ability to work flexible schedule and travel (20% - 40%)