IT Call Center Training Architect

Spry Methods, Inc.; Nashville (TN); On-site; USD 65,000 - 90,000; Full time

Job summary

Spry Methods, Inc. is seeking a Training Specialist to design, deliver, and improve training for government IT call center teams, translating complex information into engaging learning experiences.

You will partner with program leadership, SMEs, and supervisors to build onboarding, technical, compliance, and professional development programs, including ServiceNow, AWS Connect, and related tools. This role emphasizes instructional design best practices, assessment, and continuous improvement in a

Qualifications

• Bachelor’s degree in Education, Instructional Design, Organizational Development, Communications, Information Technology, or a related field; equivalent experience may be substituted for a degree
• Minimum of three (3) years of experience in training, instructional design, learning and development, or workforce enablement within an IT call center, service desk, or IT services environment
• Experience designing, developing, and delivering training programs for technical support or customer service personnel, including onboarding, systems training, and ongoing professional development
• Experience creating training materials such as facilitator guides, participant workbooks, job aids, quick reference guides, e-learning content, and knowledge base resources
• Strong written and verbal communication skills with the ability to facilitate engaging and effective training sessions for diverse audiences
• Knowledge of adult learning principles and instructional design methodologies, including ADDIE, SAM, or similar frameworks
• Understanding of IT call center operations, including ticketing workflows, customer service best practices, SLAs, and performance standards
• Experience conducting training needs assessments and developing targeted learning solutions to address skill gaps and performance challenges
• Experience developing and administering training assessments, competency evaluations, and learner feedback mechanisms
• Advanced proficiency with Microsoft Office Suite, including Word, PowerPoint, Excel, and Outlook
• Proficiency with Microsoft Teams, SharePoint, and other collaboration tools used to support training delivery and record management
• Strong organizational and project management skills with the ability to manage multiple training initiatives and deadlines simultaneously
• Ability to collaborate effectively with program leadership, supervisors, quality assurance teams, and technical subject matter experts
• Experience maintaining training records, tracking employee progress, and supporting training compliance requirements
• Ability to obtain and maintain any required customer security clearance

Responsibilities

• Design, develop, and deliver training programs supporting IT Call Center operations, including onboarding, technical, compliance, systems, and professional development training
• Conduct training needs assessments and identify skill gaps with program leadership; facilitate instructor-led, virtual, and hands-on sessions
• Develop and maintain training materials such as facilitator guides, job aids, quick reference guides, e-learning content, and video tutorials
• Create and administer assessments, evaluations, and competency reviews to measure training effectiveness
• Manage new hire onboarding programs ensuring completion before live operations
• Develop and maintain training content for ServiceNow, AWS Connect, and other call center technologies
• Analyze performance metrics, QA findings, and customer service trends to identify training opportunities
• Maintain training records, certifications, and compliance documentation
• Support knowledge management with knowledge articles and process documentation
• Evaluate and improve training programs based on learner feedback and outcomes
• Develop leadership and professional development training for supervisors and team leads
• Stay current on instructional design best practices and adult learning principles
• Support business development and proposal efforts through training-related content

Skills

Communication skills

Instructional design

Project management

Collaboration

Adult learning

Education

Bachelor’s degree in Education, Instructional Design, Organizational Development, Communications, Information Technology, or related field

Tools

Articulate Storyline 360

Adobe Captivate

LMS administration

ServiceNow

AWS Connect

Microsoft Office Suite

Microsoft Teams

SharePoint

Job description

Spry Methods, Inc. is seeking a Training Specialist to design, deliver, and improve training for government IT call center teams, translating complex information into engaging learning experiences.

You will partner with program leadership, SMEs, and supervisors to build onboarding, technical, compliance, and professional development programs, including ServiceNow, AWS Connect, and related tools. This role emphasizes instructional design best practices, assessment, and continuous improvement in a