The Public Health Operation is seeking a Training Specialist in Atlanta, GA, contingent upon contract award.
Responsible for planning, developing and delivering training programs for technical products or solutions. Duties may include analyzing training needs and developing programs to address them; evaluating third party training providers; developing lesson plans, training materials, course content and methodology; and managing delivery of training across multiple formats. May also evaluate efficacy of training and application of knowledge, provide train-the-trainer programs and qualify trainers for content delivery.
Typical tasks include the day to day supervision of training and application support team members, and coordination of other resources as needed; the creation, promotion, delivery, & learner follow-up of trainings and seminars via a number of means on a variety of technical and scientific topics.
The cadence and selection of courses will be determined in consultation with the program manager and other stakeholders.
Liaise between business and technical users, acting as a front-line interface between the technical team and the user community.
Keep knowledge bases current through updates to Wikis, InfoSites, User forums, and application, program, or system-specific user documentation
Assist with defining and documenting requirements for scientific business processes, systems, and applications.
Assist with scheduling, development, and delivery of courseware for the various training programs
Provide day to day supervision of the help desk and staff ensuring that user tickets are acknowledged and tracked to completion according to the SLAs.
Including the routing of Tier 2 and 3 tickets to the appropriate SMEs and notifying the program officers in the event of an outage or other multiuser problem.
Providing ad hoc and monthly reports on activity metrics including trainings, user engagements, and helpdesk tickets/closures.
Assist in application deployment and testing.
Provide front line support and technical assistance for support requests and issues related to scientific computing software and hardware systems; bioinformatics analysis tools; and general pipeline support.
Investigate the nature of user problems through efficient and effective user engagement (Q&A) via appropriate communication channels (e.g. email, IM, or phone call)
Triage and prioritize technical support issues, including escalation of tickets to engineers, technicians, and scientists as required
Perform routine system administration tasks such as performing functions like password resets, creating user accounts, and triaging systems administration issues
Troubleshoot bioinformatics users scripts and codes
Follow up on support issues to ensure user satisfactorily
Maintain and upgrade commercial off-the-shelf and open source bioinformatics software to keep the environment up to date with current releases
Work with the COTS vendors to troubleshoot issues and organize webinars and information sessions.
Maintain daily, weekly, and monthly metrics of help desk system usage and provide inputs for customer reports.
Requires Bachelor's or Master's Degree in Bioinformatics and 2 to 4 years of relevant experience.
Ability to obtain Public Trust Clearance
External Referral Bonus:
External Referral Bonus $:
Potential for Telework:
Clearance Level Required:
Scheduled Weekly Hours: