Hybrid Details: one day/week onsite
Duration: 11 months to start 

Position Description
The client is seeking a skilled Technical Trainer / Instructional Designer to join their team to support the implementation of and ongoing training for Child Care Financial Assistance (CCFA) software applications. The ideal candidate will have experience documenting and explaining complex technical concepts in clear, accessible language for diverse audiences, including those whose first language is not English, and preferably with a background in public benefits systems. This role demands a strong foundation in adult learning theory and the ability to deliver engaging training both in person and online.

Duties and Responsibilities

• Develop, design, deliver, and maintain training programs that explain CCFA software features and workflows to diverse audiences, including families, child care providers, collateral agencies that support the child care financial assistance process, and staff.
• Translate technical jargon into understandable terms for non-technical users.
• Adapt training content for individuals with limited English proficiency.
• Facilitate live training sessions (in-person and virtual) with confidence and clarity.
• Collaborate with stakeholders to assess training needs and measure effectiveness.
• Use adult learning principles to create engaging and effective educational materials.
• Manage and triage tickets using ServiceNow, providing frontline technical support and escalating issues as needed.
• Develop on-demand, self-paced training modules using Microsoft 365 tools (e.g., Word, PowerPoint, Teams), GoToMeeting, and Zoom with modularity and accessibility in mind.

• Proven experience in technical training or education roles, with the ability to explain technical information clearly to lay audiences.
• Strong skills in designing, developing, and maintaining learning artifacts such as training manuals, job aids, user guides, and e-learning content.
• Familiarity with adult learning theory and instructional design best practices.
• Comfort and skill in delivering training both in-person and via online platforms.
• Experience working with diverse populations, including those whose first language is not English.
• Strong interpersonal and communication skills.
• Familiarity with ServiceNow or similar ticketing systems for managing technical support.
• Knowledge of fiscal systems, including understanding of budgeting, financial workflows, or payment processing related to public benefits or government programs.
• Experience integrating fiscal concepts into training materials for non-financial audiences.

• Experience with public benefits systems, ideally within early child care, education, health and human services, or related sectors.
• Experience using content management systems (CMS) to organize, update, and distribute training materials efficiently.
• Proficiency in Articulate or similar e-learning authoring tools for creating on-demand training content.
• Experience working within federal, state, or local government agencies.
• Experience using Jira for end-to-end tracking of tasks, sprints and releases, ensuring timely delivery and process transparency
• Nice to have experience leading cross functional teams including planning, timeline management, stakeholder communication, and coordination of resources in Agile environments.
• When called upon can facilitate Scrum and Agile ceremonies (stand-ups, sprint planning, retrospectives), coaching teams on Agile principles for continuous improvement and increased productivity