Integrated Service Center Enterprise Trainer

Integrated Service Center Enterprise Trainer

Job Category: Training

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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The Opportunity:
The Integrated Service Center Enterprise Trainer will ensure all new employees are issued functional position qualification training material pertaining to the position for which they were hired. Each Trainer will assist in the development of all qualification training material. This role requires effective customer service skills, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes. They must be capable of working with the Situational Awareness as a Service (SA SaaS) Team to assist in the development and maintenance of training materials pertaining to the use of the ServiceNow(HelpNow) Change, Event, Incident and Problem Management Modules and will be required to train all ISC personnel on the fundamental use of these tools. Ultimately, the ISC Enterprise Trainer will be responsible for training new ISC technicians and supporting experienced technicians to improve their overall performance, as necessary. Their duties will include creating training material, assisting in the development of Knowledge Articles, conducti ng training sessions, provide remedial training sessions, identifying skill gaps, and ensuring ISC personnel stay motivated.

Responsibilities:

• Work with Functional Team Leads and SMEs to build new and updated training plans for all ISC technicians
• Build and maintain productive relationships with Service Providers, Team members, and customers
• Perform data analysis and reporting for issue and ISC technician(s) performance trends
• Review customer satisfaction results and implement changes to the Training plan
• Deliver high-quality training material for all Functional Teams within the ISC
• Maintain and integrate the training plan based on new services provided by the ISC
• Accept feedback from ISC personnel and Leadership and work to incorporate changes into the training plan
• Direct one-on-one training to ISC technicians and each Functional Team, as required
• Provide auditing for all tickets related to overall quality, adherence to KBs, utilization of call templates, gaps in Knowledge, as necessary
• Assist in the creation of ServiceNow dashboards and the utilization of the Coaching module in ServiceNow to track training for each ISC technician

Qualifications:

Required:

• Active TS/SCI with a Poly required
• 2+ years of IT Service Operations Experience
• 2+ years of IT Service Management Technical Training Curriculum Development
• 1-2 years of experience with ServiceNow
• Excellent written and verbal communication skills
• Excellent customer service skills
• Experience with process creation, process improvement, and process implementation
• Ability to coordinate, analyze, observe, and meet deadlines in a detail-oriented manner
• Instructional proficiency with excellent knowledge of modern training methods and tools
• Exception time management skills and is a critical thinker
• Ability to work independently and in a Team environment, as required
• Ability to provide attention to all trainees and existing ISC technicians
• Working knowledge of network operations and IT services

Desired:

• CompTia A+
• CompTia Server+
• CompTia Network+
• ITIL v4 Foundations
• Training Certifications

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What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here .

The proposed salary range for this position is:
$70,800 - $148,600

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.