Knowledge Management and Training Specialist - MA3

Do you have a knack for translating technical details of complex processes into trainings and resources that other can easily understand and apply? Are you skilled at helping people learn and adapt to new systems and processes by giving them the tools and knowledge needed to confidently succeed? And does the opportunity to be part of a talented team focused on the success of a multi-year, multi-million-dollar program that will transform how DRS serves its customers sound exciting to you? If so, the Knowledge Management and Training Specialist - Management Analyst 3 at the Department of Retirement Systems could be the ideal role for you!

This recruitment will remain open until filled. Applicants who apply by 11:59 pm (PST) on Sunday, September 14, will get first consideration. The hiring manager reserves the right to make a hiring decision at any time during the recruitment process.

• Creating role-based training and knowledge management materials, in partnership with the business Knowledge Management Specialist and project team members.
• Working closely with the CORE Product Delivery team to research complex business process and procedure information and evaluate the pre and post conditions and business context (who, why, when, and how).
• Writing and proofreading knowledge management content tailored to each audience and determining the best way to write procedure information for each audience and modality.
• Enhancing knowledge management materials through the strategic use of visuals, graphics, lists, video, etc. to improve accessibly and increase comprehension.
• Collaborating with other content authors to create and update training and knowledge management materials.
• Providing writing, editing, and design support to other content authors to ensure consistent quality, and alignment with agency standards.
• Publishing approved training content packages (text, media, hyperlinks) in approved modalities.
• Contributing to the management of training and knowledge management repositories and governance activities to promote standardization and clarity.
• As directed by the CORE: PAM Training Lead, providing end-user software training, coaching, tier one support, and Q&A support as team members onboard the Pension Administration Solution.
• Establishing and maintaining regular two-way communication with business owners, team members, and the project team.
• Shepherding content through all stages of content development lifecycle, including scheduling working sessions, establishing and tracking deliverable dates, and maintaining clear and on-going communication with stakeholders.
• Participating in collaborative content development sessions; facilitating content review with business owners and team members to ensure operational needs are met.
• Designing evaluation strategies, evaluating user feedback and content metrics and recommending and implementing enhancements/changes to improve effectiveness.
  
  

NOTE: You may be eligible to telework up to three (3) days per week, at the discretion of the Appointing Authority and with a telework agreement in place. You must live within a reasonable commuting distance to the DRS building in Tumwater, WA, and must be willing and able to adjust your telework schedule whenever necessary to complete work assignments, attend mandatory meetings, trainings, etc., at the DRS facility.

What we're looking for (required qualifications):

• Proven experience performing technical writing responsibilities, including technical communications, research, productivity tools, and content management systems.
  This experience is typically gained from two (2) years of professional experience.
  An associates degree or higher in technical communication or technical writing certification may substitute for up to one year of experience;
  
• Proven experience in identifying problems, analyzing business, management or technology needs to facilitate change in organizations business, management, or technology services; organizational development, process improvement or managing change.
  This experience is typically gained from two (2) years of professional experience. A bachelor's degree or higher in business administration, public administration, organizational development, or closely related field may substitute for the two years of experience;
  
  
• Demonstrated experience in planning, supporting, or implementing business process improvement or organizational change efforts. This experience is typically gained from two (2) years of professional experience.
  
  Experience can be gained through various combinations of professional employment and volunteer/personal experience. Experience may be concurrent.

In addition to the above, you must have the following:

• Strong written and verbal communication skills;
• Excellent critical thinking skills;
• Demonstrated ability to create and/or interpret complex business process maps;
• Demonstrated ability to clearly explain complex ideas;
• Demonstrated proficiency in the use of Microsoft Word, Excel, Outlook and PowerPoint (version 2016 or newer); and;
• Demonstrated proficiency in the following competency areas:

Customer Focus - Dedicated to meeting the expectations and requirements of customers. Delivers high quality services and products. Establishes and maintains effective customer relationships. Committed to continuous improvement and always acts with the customer in mind.

Researching and Gathering Information - Effectively identifies, collects, organizes and documents relevant data and information in ways that make the information most useful for subsequent assessment, analysis, and investigation.

Analysis - Studies and reviews documents and information closely; readily identifies information that is not pertinent and understands when additional or verifying data is needed. Uses data and information in a clear and rational thought process to assess and understand issues, evaluate options, form accurate conclusions, and make recommendations/decisions.

Communication - Effectively conveys information in writing and through the spoken word, using language that is appropriate to both the complexity of the topic and the knowledge and understanding of the audience. Sees communication as a vital component of high performing teams.

Teaching and Training - Effectively communicates information for the purpose of having others learn, understand, and apply specific principles, techniques, or information. Accurately assesses the training needs of individuals, identifying both strengths and areas to be developed.

Managing Change - Understands the need for change and helps plan for and accommodate it as positively as possible. Is flexible and open to new ideas and encourages others. Assesses people and the organization for readiness prior to implementation and evaluates behavior changes and employee reactions following implementation.

Consultation - Employs expertise, credibility and effective partnering to help our customers and/or peers identify, evaluate and resolve complex or sensitive issues and problems. Demonstrates willingness and initiative in partnering with peers and customers to achieve desired outcomes.

Functional and Technical Skills - Demonstrates a designated level of proficiency in technical skills or knowledge to successfully accomplish the job. Keeps up with current developments and trends in area(s) of expertise.

Be sure to read this entire section - We promise, it'll be helpful!

How to Apply: Interested applicants who meet the qualifications and competencies in this announcement are encouraged to apply.

• To be considered for this position, please be sure to attach the following to your online application:
  (Applications without these required attachments will not be accepted).
  1. A cover letter clearly describing how your knowledge, skills and abilities align with the job duties and qualifications of this position.
  2. A chronological resume outlining your experience to-date. Please keep in mind that professional or verifiable volunteer experience may be relevant.
• Be sure to complete all sections of the on-line application and answer all supplemental questions. The work history section of the on-line application should be completed fully. Application fields that say "see resume/attachment" will not be considered. Only those applicants whose background and experience most closely matches the desirable qualifications and competencies of this position will be considered for this opportunity.

References, Personnel File Review, and Background Checks

• If you are the preferred candidate for this position, a professional reference from your current or most recent supervisor will be required;
• If you are current or recent state employee, we will also review your personnel file as part of our selection process;
• A job offer is contingent upon completion of a background check that includes a criminal record review.

Work Authorization

• Candidates who are offered a job with DRS must possess work authorization that does not require sponsorship by the employer for a visa now or in the future;
• DRS complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
• DRS does not use E-Verify; therefore, we are not eligible to extend STEM-Optional Practice Training (OPT). For information, please visitwww.uscis.gov.
• Persons legally authorized to work in the U.S. under federal law, including Deferred Action for Childhood Arrivals recipients, are eligible for employment unless prohibited by other state or federal law.
  
  

Why Work for DRS? At DRS, we are one team. We administer eight public retirement systems, 15 retirement plans, and the Deferred Compensation Program, and we serve over 930,000 current and former public employees in Washington. Our customers include fire fighters, teachers and school employees, state and local government employees, and public safety and law enforcement officers.

Regardless of what our specific duties may be, we are all dedicated to one purpose: ensuring our members have the information, tools, expertise and services that ensure they receive the retirement benefits earned while in public service. We foster a diverse and inclusive environment where team members are fully engaged and supported in meeting (and exceeding) our customers' expectations. All DRS leaders are focused on providing the coaching, mentoring, resources and support that team members need to be successful.

DRS offers a generous benefits package that includes membership in the Public Employees Retirement System; health, dental and vision coverage and participation in the Deferred Compensation Program. Also, as a public service employee you may also be eligible for student loan forgiveness. (See the Benefits tab at the top of this post for more information).

Other perks include:

• Flexible work schedules
• Infants at Work Program
• Tuition reimbursement
• Opportunities for professional growth
• Access to LinkedIn Learning
• Commitment to team member safety and wellness
• Community involvement and charitable giving opportunities
• Commute Trip Reduction Program
• Free Parking & and EV Chargers available