Employee Support Specialist - Remote Opportunity

Position Description

If you love Knowledge Management and supporting personnel on a large federal government contract- Serco has a great opportunity for you!

This Employee Support Specialist - Remote Opportunity will be part of a dynamic team in the program management office (PMO) supporting operations personnel. Bring your expertise and collaborative skills to help assist consumers seeking affordable healthcare.

In this role, you will:

Use instructional systems development processes to analyze, design, develop, and implement instructional and performance support solutions.

Analyze and document organizational processes.

Conduct task, needs, and audience analyses, and workflow observations.

Conduct end-user needs assessment and performance assessment, analyzes results.

Consult with users to identify new requirements and develop strategies.

Meet with subject matter experts within the organization to gather process information and/or requirements.

Design and document new processes and obtain organizational feedback.

Develop, update, maintain, and produce knowledge content and information.

Capture and diagram workflow processes.

Perform usability testing and evaluation.

Coordinate with a larger virtual team to develop employee support tools to meet performance needs.

Qualifications

To be successful in this role, you will have:

A Bachelor’s degree in Instructional Systems Design or related field.

3-6 years of work experience

Excellent communication and writing skills and demonstrate the ability to work effectively with subject matter experts to conduct research and resolve issues.

Excellent organizational skills and the ability to prioritize multiple tasks, while demonstrating the initiative to complete projects with minimum supervision.

Ability to effectively communicate with targeted audiences.

Ability to create flowcharts, process descriptions, SOPs, and other materials.

Ability to deliver content to a busy workforce in easily consumable formats.

Working knowledge of industry standard knowledge management (KM), business process engineering.

Proficiency in using Microsoft Office products.

Proficiency in using Microsoft SharePoint, Wiki, and other Content Management systems to manage and maintain organizational content

Additional desired experience and skills:

Experience with Microsoft Visio and creation of process flow diagrams.

Experience with Panviva SupportPoint and/or other Knowledge Management systems

Familiarity with and implementing the section 508-conformance requirements of the Rehabilitation Act.