Senior SIS Trainer & QA Analyst

Job Title: Senior Software Trainer and Quality Assurance Analyst (Hybrid)
Location: Washington, DC 
Job Type: Contract

Job Description:
We are seeking a highly experienced Senior SIS Trainer & QA Analyst to support training and quality assurance initiatives for a major K-12 school system s Student Information System (SIS), Aspen. This hybrid role blends hands-on training delivery with QA responsibilities and end-user support, making it critical to the ongoing success of the SIS implementation and adoption.

The ideal candidate will be responsible for delivering training, creating user documentation, supporting help desk operations, and collaborating with technical and functional teams. Prior experience training DCPS users in Aspen SIS is mandatory.

Responsibilities:

• Deliver virtual and in-person training sessions for central office and school-based staff.

• Develop and maintain training materials including manuals, reference guides, webinars, videos, and websites.

• Serve as Tier II support for Aspen SIS user issues and respond to queries via phone, email, or help desk system.

• Maintain detailed documentation of user requests and resolutions in a ticket tracking system.

• Collaborate with other teams to improve support processes and build strong cross-functional relationships.

• Support business needs gathering, stakeholder communication, and testing of SIS application enhancements.

• Uphold the highest standards of customer service and user satisfaction.

• Quickly learn new processes and independently manage tasks in a fast-paced environment.

Required Qualifications:

• Minimum 1 year of experience training DCPS school-based and central office users on Aspen SIS.

• At least 4 years of in-depth experience working with Aspen SIS.

• 2+ years of experience using help desk ticketing systems (e.g., Remedy, HEAT).

• 10 years of proven customer service and communication skills in a team setting.

• 5+ years of experience developing training content using PowerPoint, Word, Captivate, and video tools.

• Strong multitasking, organizational, and problem-solving skills.

• Knowledge of computer software systems and network application principles.

• Previous exposure to or experience in the education sector preferred.

Key Skills: Aspen SIS, Software Training, QA Testing, DCPS, Help Desk, Captivate, PowerPoint, Word, Video Editing, Customer Service, Stakeholder Communication, Process Improvement, Ticketing Systems