Job Description
JOB SUMMARY: The Training Developer is a business-critical role within the ASCEND Learning & Proficiency Team responsible for the end-to-end development of engaging and interactive course content to internal employees and partners. The training developer will work closely with all parts of key technology implementations to develop an in-depth knowledge of the platform and offerings via various training materials. The Training Developer owns the design and development of instructional courses, course assessments, functional procedural job aids, and other learnings such as training video scripts and self-paced e-Learnings. Special emphasis is placed on
Comprehensive Systems Training , Customer Services processes, meter setup and maintenance, complex billing and collection processes, rates, and regulatory requirements training. Developers will work collaboratively to deliver innovative and insightful, yet practical solutions for a range of challenges, simple and complex, by developing training courses for our blended learning program.
JOB EXPECTATIONS: In this role, a Training Content Developer is expected to own and manage the courses and corresponding materials assigned to them. This includes having the ability to create lessons and module overviews that resonate with business learners, translate technical documents and system knowledge to create procedural documents, build engaging exercises and knowledge checks, determine what application data is needed to execute learner exercises, and support the review and approval process with technical and business partners. Our program team works virtually with some light travel to centralized operating company locations on an as needed basis – a qualified candidate should be able to work remotely and be attentive to ad hoc needs that may arise including an ability to travel.
JOB REQUIREMENTS: Education and Experience - Bachelor’s degree and relevant professional experience working on major transformation programs is preferred; 2-3 years minimum of similar experience and/or equivalent professional experience.
- Minimum 5 years of Southern Company system customer service experience preferred.
- Representative CSS experience and overall knowledge of the Customer Journey for key customer contact types (Service Orders, Collections, Online Customer Care, etc.)
- Experience working with a utility-based Customer Information System (CIS); preferably knowledge of Oracle C2M/CC&B systems and processes preferred.
- Preference for individuals who have supported or been involved with large-scale system transformations.
Knowledge, Skills, Abilities - Knowledge of e-learning design tools and software including PowerPoint, and Adobe Captivate which will be used to develop the training content. Other content authoring tools, such as Vyond, Articulate, Help & Manual, etc., are also acceptable.
- Knowledge of MS Office Suite; MS Teams, Word, Excel, and PowerPoint.
- Ownership of the development of assigned training content from start to finish.
- Ability to create Instructor Led Course(s) with topical information and learner scenarios.
- Ability to create Course Assessment questionnaires to test learner knowledge in a meaningful way.
- Ability to create system simulation outlines and SCORM packages in Adobe Captivate.
- Ability to create outlines for Web Based Learning Courses to be designed in Adobe Captivate.
- Have strong verbal and written communication skills; ability to effectively communicate technology concepts to individuals with varying degrees of technical knowledge.
- Understand the various methodologies for developing training and connect with learners.
- Ability to work closely with business partners, documenting current and new processes, and system functionalities and articulate those changes in business terms via well written, non-technical communications.
- Demonstrate strong critical thinking and problem-solving abilities in developing course materials.
- Strong project management skills to ensure timely development of training material.
- Ownership of updates to training materials as a result of material reviews and feedback from either technical, functional, or business partners.
- Comfortability speaking and presenting in small groups for training material reviews.
- Ability to conduct dry run/pilot sessions for assigned courses to test course flow with identified program participants.
- Ability to adequately conduct “Train the Trainer” sessions to upskill identified program and business trainers on the courses developed.
MAJOR JOB RESPONSIBILITIES: - Managing and developing training for multiple workstreams across all electric operating companies
- Developing training materials through the application of blended learning solutions while applying the principles of Adult Learning.
- Working closely with business partners, documenting current and new processes resulting from technology, regulatory and business changes to ensure continuity and alignment of training curriculum.
- Adhering to our program’s Ways of Working, which include Embodying Trust & Respect, Communicating & Collaborating, Supporting One Another, Recognizing & Celebrating Successes, and Have Fun.
This position will at times require travel to business office locations within each service territory.
Job Tags
Contract work, Remote job,