Sr Software Trainer and Quality Assurance Analyst

Job Title: Senior Software Trainer and Quality Assurance Analyst

Location : Washington, DC

Key Responsibilities:

Develop and maintain training materials (manuals, videos, webinars, reference guides, SharePoint content).

Deliver both virtual and in-person training sessions for school and central office users.

Serve as the Tier II support contact for Aspen SIS, resolving user issues and tracking tickets.

Log, monitor, and follow up on user inquiries through a help desk tracking system.

Collaborate with internal teams to enhance system functionality and user experience.

Conduct application testing, validation, and documentation for new or updated SIS features.

Identify, analyze, and communicate business needs and improvement opportunities.

Maintain organized documentation for training processes, system updates, and QA results.

Provide excellent customer service and communicate professionally under pressure.

Support the DCPS mission to transform schools and close the achievement gap.

Required Skills and Experience:

1+ year experience training DCPS school-based and central office users in Aspen SIS.

4+ years thorough knowledge of Aspen SIS capabilities and functions.

2+ years working with help desk systems (Remedy, HEAT, or similar).

5+ years experience creating instructional materials using PowerPoint, Captivate, Word, SharePoint, and video tools.

10+ years providing customer service and user support in team environments.

Strong written and verbal communication skills; professional demeanor under pressure.

Ability to learn new processes quickly and work independently in a fast-paced setting.

Highly organized and detail-oriented with strong problem-solving abilities.

Experience in or exposure to the education sector preferred.

Broad understanding of software and network applications.