Ace Info Solutions, Inc. (AceInfo) is a mid-size federal contracting firm with a focused vision: empower our clients, challenge our employees, and grow our business. Founded in December 2000, and employs over 700 professionals. We have a deep commitment to ensuring quality and customer satisfaction with a mature corporate infrastructure, strong management and quality practices. AceInfo is prime on 95% of our contracts, is headquartered in Reston VA, and has geographically dispersed office locations throughout the country, to include: Kearneysville, WV; Chesapeake, VA; Fort Collins, CO; Boulder, CO; Quantico, VA; Kansas City, MO; Bowie, MD; multiple Washington, DC Metropolitan locations, and project presence in 23 states in all time zones. For over 15 years, we have successfully managed large and significant Federal programs. We have proven experience prioritizing client satisfaction, project quality, and providing innovative, cost-effective solutions to Federal clients. We will bring our commitment and best practices to every new project. We offer excellent benefits and salary packages including free medical/dental/life insurance premiums for staff members. AceInfo does provide relocation for internal employees and external candidates, within 50 miles (minimum) of work location.
AceInfo is currently seeking a Training Systems Specialist to support our federal project, in Fort Collins, CO.
The training systems specialist and administrator is responsible for the daily administration and growth of our Learning Management System (LMS). This position is the front line for communication with customers via email, phone, and our ticketing system providing administrator and end-user technical support.
This person will manage the LMS, including make configuration changes, orchestrate system maintenance and upgrades, provide implementation support for training initiatives, launching courses, update course content, and troubleshoot. This position also maintains learning records, historical training data, eLearning deployment, and electronic surveys and develops LMS reports.
Duties and Responsibilities
o Configure, maintain, troubleshoot and repair environments to ensure 24/7/365 availability
o Implement policies regarding system access, network rights, physical access, system storage requirements
o Coordinate system maintenance and upgrades, including security updates, and confirm system adheres to organizational policies
o Manage and utilize monitoring dashboards to ensure system health
o Assess system metrics on a routine basis and produce scheduled and ad-hoc reports for management
o Build and utilize decision trees to evaluate and elevate issues to internal teams
O Map organizational learning needs to system functionality
o Work with engineering and operations to prepare for releases and create scripts/documentation for customer support
o Design courses and demos related to new processes or technologies
o Create course catalogs, assessments, curriculums, and enrollment policies
o Load learning modules to the platform for deployment and manage the testing of modules prior to activation
o Manage rosters within the LMS platforms, maintaining high data integrity
o Evaluate accuracy and retention of trainings
o Serve as Subject Matter Expert
O Build strong customer relationships
o Document requests received via phone, email, ticketing system
o Critically analyze and triage incidents and problems
o Report incidents and problems to appropriate teams and coordinate resolutions
o Provide clear and timely resolutions to the customer
o Update knowledge base to ensure procedures and known fixes are current
O Create and manage customer-wide communication
o Gather and supply feedback from customers in a useable format to product teams
Required Knowledge and Skills
Ability to attain Federal Government Position of Trust