Overview

Reporting to the Associate Director, Training and Help Desk, the Training and Enablement Specialist serves as a key member of the Advancement Training and Technical Services team and is responsible for driving the successful adoption and effective use of technologies supported by Data Strategy & Innovation (DS&I). The Training Enablement Specialist is responsible for designing, developing, delivering, and continuously improving flexible learning and enablement solutions that ensure Advancement staff and campus partners are equipped with the knowledge and resources needed to effectively adopt and use DS&I tools. Through instructional design, technology training, support resources, change enablement activities, and user support, the Specialist helps ensure users have the knowledge, skills, and confidence needed to utilize technology effectively and achieve business objectives.

The Specialist works with stakeholders to identify training needs and create engaging learning experiences in a variety of formats, including instructor-led, virtual, blended, and self-paced training. Key responsibilities include conducting needs assessments, developing training curriculum and documentation, facilitating training sessions, evaluating effectiveness, and continuously improving learning content and programs.

While primarily focused on training and enablement, the Specialist provides help desk support by responding to user questions and assisting with functional issues related to DS&I-supported tools.

The ideal candidate is an experienced instructional design and training professional with strong communication, facilitation, and problem-solving skills. They can translate complex technical concepts into clear, practical learning experiences and are passionate about helping users succeed through effective training and support.

Responsibilities

Training and Documentation:
• Conduct training needs assessments and design learning objectives, curricula, courses, and support resources for DS&I-supported technologies; maintain knowledge of existing and emerging technologies to ensure training remains relevant and effective.
• Apply instructional design, adult learning, and learning experience design best practices to create engaging and accessible learning solutions that support measurable learning outcomes.
• Produce, edit, publish, and maintain instructional videos and multimedia learning resources using Camtasia and related tools.
• Partner with subject matter experts (SMEs), trainers, and stakeholders to identify learning needs and develop, review, and maintain accurate, relevant, and engaging training materials and resources.
• Deliver engaging learning experiences through instructor-led, virtual, blended, asynchronous, and multimedia
• Manage training logistics, including scheduling sessions, coordinating facilities and technology, tracking participation, and maintaining training records.
• Evaluate learning effectiveness through assessments, surveys, learner feedback, and performance metrics; use findings to continuously improve training programs and resources.
• Drive technology adoption by developing learning resources, promoting best practices, and helping users understand how technology supports business processes and outcomes.
• Research and evaluate new technologies, tools, and learning methods to identify opportunities for improving training effectiveness and business outcomes.
• Create, maintain, and enhance user-facing documentation, knowledge base articles, quick reference guides, and training resources in response to system changes and user feedback and to support self-service learning and technology adoption.a formats, adapting delivery methods to meet diverse learner needs.

Technology Enablement and Adoption:
• Support organizational change efforts related to new technologies, system enhancements, and process improvements through training, communications, and user engagement and adoption activities.
• Identify user adoption challenges and recommend strategies, resources, and interventions to improve technology adoption and utilization.
• Support stakeholder engagement activities that promote awareness, understanding, and sustained use of DS&I-supported technologies.
• Analyze learner feedback, training data, and user adoption trends to evaluate impact and continuously enhance learning programs, support resources, and adoption outcomes.

Help Desk Support:
• Provide first-level support for users of DS&I-supported technologies by responding to inquiries, troubleshooting functional issues, resolving routine requests, and escalating complex issues or system defects as appropriate.
• Maintain accurate and timely documentation of support requests, resolutions, communications, and follow-up activities within the Help Desk ticketing system.
• Analyze support requests, recurring issues, and user feedback to identify knowledge gaps and training opportunities, and recommend improvements to training programs, documentation, and support resources.
• Create, maintain, and update end-user and internal support resources, including Knowledge Base articles, Quick Reference Guides, tutorial videos, job aids, and reference materials, ensuring content remains accurate, accessible, and current.

Ad-hoc Projects
• Completes special requests and special projects as needed.
• Organizes and completes projects as assigned.

Qualifications

Essential Qualifications:
• Bachelor's degree in a relevant field (eg, education, business, information technology) or equivalent experience.
• 3+ years of experience designing, developing, delivering, and evaluating technology-focused learning programs using instructor-led, virtual, blended, and self-paced modalities.
• Understanding of the best practices for the entire training cycle, from needs assessment to program assessment and follow-up.
• Knowledge of instructional design and Learning Experience Design (LXD) principles and methodologies.
• Excellent presentation and facilitation skills, with the ability to engage and motivate learners and to explain complex information clearly and concisely.
• Knowledge of instructional design software and multimedia tools for content creation.
• Experience creating and maintaining user documentation, knowledge base content, and self-service support resources.
• Strong communication, interpersonal and organizational skills.
• Strong customer service and user support skills, including experience with help desk software and tools.
• Strong analytical skills to assess training needs, measure program effectiveness and identify areas of improvement.
• Strong organizational, project and time management skills to handle several projects simultaneously to accommodate shifting priorities and meet deadlines.
• Strong initiative, self-motivation and the ability to work both independently and in teams.
• Proficiency in Microsoft Office and Google Workspace.
• Ability to maintain strict confidentiality and handle sensitive information with discretion.
• Commitment to University Advancement's mission to inform, involve, and inspire Princeton's global community of alumni and friends, and to its guiding principles of High Performance, Innovation, Civility, and Collaboration.
• Demonstrated ability to work effectively with individuals from diverse backgrounds, identities, abilities, and experiences.

Preferred Qualifications:
• Familiarity with video creation tools (Camtasia), learning management systems (Canvas or similar), and web-based applications, including ticketing (Service Now) and project management platforms (Smartsheet).
• Experience with Salesforce and/or other CRM platforms.
• Experience creating accessible digital learning content and documentation.
• Experience supporting technology adoption, user enablement, or organizational change initiatives.
• Experience using training metrics, learner feedback, and adoption data to evaluate program effectiveness and drive continuous improvement.
• Demonstrated ability to quickly learn and adapt to new and evolving technologies.
• Comfort working in ambiguous environments, with the ability to navigate incomplete information and adapt to change
• Knowledge of Princeton University's mission and environment
• Familiarity with University Advancement and/or fundraising operations
• Experience in higher education.

Standard Weekly Hours

36.25

Eligible for Overtime

No

Benefits Eligible

Yes

Probationary Period

180 days

Essential Services Personnel (see policy for detail)

No

Physical Capacity Exam Required

No

Valid Driver's License Required

No

Experience Level

Associate

#Ll-DP1

Salary Range

$80,000 to $90,000