This professional position is responsible for training and developing curricula and related documentation for end users of case management systems and web applications throughout the Commonwealth.
Additional responsibilities include testing and providing support for these systems and applications.Typical Duties:Provide training on case management systems and web applications to users.Writes and maintains user manuals, application-level help quick reference guides, and release notes using the appropriate software tools and following adopted standards and style guides.
Evaluates and analyzes documentation deliverables for effectiveness and improvement.Maintain knowledge of effective training techniques and be skilled in all types of training formats such as classroom hands-on training, one-on-one sessions, small and large groups, and in-person or virtual system demonstrations.Analyze audience to provide effective training based on users’ learning types and capabilities.
Apply adult learning theory to training.Provide desk-side, phone, or virtual support to users when requests for help and guidance is received and approved.Develop and maintain training databases for the case management systems and web applications.Develop courses and curricula used to train new system functionality or to enhance user knowledge or understanding of system functions.Develop and maintain system help text, training documentation, and other communications in the online help system.
Research and resolve any software issues related to the tool used to maintain the online help system.Maintain a thorough understanding of court business requirements and procedures through discussions with users, on-site visits, and referring to the Rules of Court.Analyze court business practices as they relate to the case management systems and web applications and make recommendations to better utilize the systems.
This includes reviewing system data and reports to provide feedback.Work with court staff to understand available case management and statistical reports.
Assist users in learning methods for improving and maintaining data quality and statistical information.Work with analysts to interpret user requests and system needs.
Assist in translating user business processes into system functionality.Test systems against functional and technical specs and user needs.
Document and report problems discovered.Attend meetings related to current assignments or to stay updated on processes and procedures.Attend training as needed to develop personal skills that relate to the position.Minimum Qualifications:Bachelor’s degree in Education, Business Administration, Computer Science, or related field; ANDTwo years of experience in employee training and instruction including the development of course curricula.An equivalent combination of education, experience, and / or training may be considered.Additional Requirements / Preferences:Satisfactory criminal background check required.Periodic on-call support to users after hours required.Overnight, state-wide travel required.Valid driver’s license required.Operating a motor vehicle required.