Training & Knowledge Base Specialist

ACE Scholarships; Greenwood Village (CO); On-site; USD 64,000 - 86,000; Full time

Benefits offered by this job

On-site amenities at Colorado home офf

Job summary

ACE Scholarships is seeking a Business Support Analyst with emphasis on training to support Customer Service and Operations. The role focuses on creating and maintaining documentation, enabling onboarding and training, and driving process improvements in a high-volume environment.

You will collaborate with leadership, program managers, and data teams to implement changes, translate program rules and system functionality into frontline guidance, and elevate complex cases when needed.

Qualifications

• BA or equivalent with 2–5 years in customer service, operations, training, or documentation.
• Experience in call centers, nonprofit, or regulated environments preferred.
• Strong written and verbal communication; detail-oriented.
• Familiarity with knowledge base tools and training platforms.

Responsibilities

• Knowledge Base & Documentation Support: Create, update, and maintain internal documentation for Customer Service Representatives and operational teams.
• Training & Enablement Support: Develop and deliver onboarding, refresher, and change-driven training for Customer Service Representatives.
• Process Improvement & Operational Support: Document workflows, identify inefficiencies, and support change initiatives.
• Quality, Case Elevation & Escalation Support: Review findings, assist with complex cases, and ensure learnings are documented for training and updates.
• Cross-Functional Collaboration: Partner with leadership, Program Managers, and Data teams to support system enhancements and launches.

Skills

Training & Enablement

Documentation

Knowledge base

Process improvement

Education

Bachelor’s degree in business administration or equivalent

Tools

ServiceNow

Empower-Ed by ACE Scholarships

Scribe

Microsoft Office

Job description

ACE Scholarships is seeking a Business Support Analyst with emphasis on training to support Customer Service and Operations. The role focuses on creating and maintaining documentation, enabling onboarding and training, and driving process improvements in a high-volume environment.

You will collaborate with leadership, program managers, and data teams to implement changes, translate program rules and system functionality into frontline guidance, and elevate complex cases when needed.