Training, User Support & Adoption Lead

Position Description

The Training, User Support & Adoption Lead is responsible for preparing AirHub users to successfully transition to and adopt the new platform. This individual leads user readiness, training, knowledge management, onboarding, functional user support, and adoption activities throughout UAT, Beta, Production rollout, and stabilization.

The role works closely with EPA business lines, Product, Quality Engineering, Communications, and external stakeholders to ensure users understand new processes and functionality, receive appropriate training and support, and have an effective mechanism for obtaining assistance and providing feedback throughout implementation.

This position allows for 100% remote work. Remote work requires a high level of trust in our employees, and we strictly adhere to the details outlined in our Remote Work Policy below.

Required Experience

• 10+ years of experience in enterprise training, user adoption, user support, organizational readiness, or technology implementation.
• Demonstrated experience developing and executing training and user-readiness strategies for large technology implementations.
• Strong instructional design experience and knowledge of adult learning principles.
• Experience developing role-based curricula, user guides, job aids, knowledge articles, videos, and other training/support materials.
• Experience delivering instructor-led, virtual, and self-service training to diverse user populations.
• Experience establishing or managing functional user-support models, including intake, triage, escalation, knowledge management, and Tier 1/2 support.
• Experience supporting users during UAT, pilots/Beta releases, production rollout, and post-production stabilization.
• Experience measuring training effectiveness, user readiness, support trends, and technology adoption.
• Strong understanding of the relationship between user support, Product, Quality Engineering, and defect management.
• Experience supporting geographically dispersed internal and external stakeholder communities.
• Experience supporting Federal technology implementations preferred.
• Excellent facilitation, written communication, presentation, stakeholder engagement, and customer-service skills.

Responsibilities

• Develop and execute the AirHub training, user readiness, support, and adoption strategy.
• Develop role-based training plans and learning paths for EPA and external user communities.
• Develop and deliver instructor-led, virtual, and self-service training.
• Create and maintain user guides, job aids, FAQs, videos, knowledge articles, and other user-support materials.
• Coordinate user onboarding and readiness activities for Beta and Production releases.
• Support UAT participants from a user-readiness perspective, including orientation, training, instructions, office hours, and functional assistance.
• Establish the AirHub user-support model, including intake, triage, escalation, and resolution processes.
• Provide or coordinate Tier 1 and Tier 2 functional user support.
• Triage user-reported issues to distinguish user questions, data issues, access issues, and potential system defects and route them to the appropriate team.
• Establish and maintain a user-facing knowledge base and known-issues information.
• Conduct office hours and other enhanced rollout support during Beta and Production implementation.
• Coordinate user hypercare during major releases and transition users into the long-term support model.
• Monitor support trends, user feedback, training effectiveness, and adoption barriers.
• Identify recurring issues and provide feedback to Product regarding potential usability improvements and enhancement needs.
• Develop and monitor user-readiness, training, support, and adoption metrics.
• Partner with the Communications Lead on user-facing implementation communications and awareness activities.

Benefits Snapshot (includes, but not limited to)
Valiant pays 99% of the Medical, Dental, and Vision Coverage for Full-time Employees
Valiant contributes 25% towards Health Coverage for Family and Dependents
100% Paid Short Term Disability and Life Insurance Policy for Full-time Employees
100% Paid Certifications
401K Matching up to 4%
Paid Time Off
Paid Federal Holidays
Wellness & Fitness Program
Valiant University - Online Education and Training Portal
FSA programs for: Medical Costs, Dependent Care, Transit, and Parking
Referral Bonuses

The salary range for this position is a general guideline and not a guarantee of compensation or salary. It has been benchmarked in relation to the scope of the role, market rate, and internal equity. The salary for this role is expected to be in the $120,000- $140,000 range. Where a candidate falls within the band can be determined based on one or more of the following: skillset, experience level, achievements, education, geographic location, security clearance, involvement in corporate tasks, and other non-discriminatory factors. In addition to the base salary, this role will include benefits as described above. Valiant reserves the right to adjust the salary range, experience requirements, and position responsibilities at any time without prior notice.

Remote Work Policy

Remote work necessitates a high level of trust in our employees. To ensure that employee performance does not suffer in a remote work environment, all employees who telecommute are expected to have a quiet and distraction-free workspace with adequate internet, dedicate their full attention and availability to their job duties during working hours, and maintain a schedule during core business hours that align with those of their coworkers and Valiant's clients. In alignment with Valiant's inclusive and engaging environment, cameras are encouraged and can be required to be on during virtual video conferences. Additionally, in alignment with the Office of the Inspector General's effort to eliminate conflicting employment, all Valiant employees are required to disclose any current or future outside employment engagements. During onboarding and throughout employment, employees must disclose any current activities or intent to engage in outside employment or other professional activities and obtain written approval. Employees may not solicit or conduct any outside business during core business hours for Valiant Solutions and our clients.

Physical Demands

Sitting or standing at a desk for prolonged periods of time and consistent operation of a computer. Frequent communication and exchanging of accurate information via electronic communication, phones, and in person. Occasionally lift and/or move moderate amounts of weight, typically less than 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Authorization to Share Resume and Personal Information

By submitting your resume for this position, you authorize Valiant Solutions to share your resume, as well as, personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should Valiant Solutions or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.