Training Specialist

Location: Nashville, Tennessee, United States; on-site

Salary: $65,000–$72,000 per year

Company

hirify.global delivers technology, cybersecurity, program management, and mission support solutions for critical federal missions.

What you will do

• Design, develop, and deliver onboarding, technical, compliance, systems, and professional development training for IT call center operations.
• Assess training needs, identify skill gaps, and create targeted learning solutions with program leaders, supervisors, quality assurance teams, and technical subject matter experts.
• Develop facilitator guides, job aids, quick reference guides, e-learning content, video tutorials, knowledge articles, and process documentation.
• Manage new-hire onboarding, assessments, competency reviews, training records, certifications, compliance documentation, and schedules.
• Develop and maintain training content for ServiceNow, AWS Connect, and other call center technologies.
• Analyze performance metrics, quality findings, learner feedback, and customer service trends to continuously improve training outcomes.

Requirements

• Bachelor’s degree in education, instructional design, organizational development, communications, information technology, or a related field; equivalent experience may substitute.
• At least three years of training, instructional design, learning and development, or workforce enablement experience in an IT call center, service desk, or IT services environment.
• Experience creating and delivering technical support or customer service training, including onboarding, systems training, and professional development.
• Knowledge of adult learning principles and instructional design frameworks such as ADDIE or SAM.
• Strong written and verbal communication, facilitation, organization, and project management skills.
• Ability to obtain and maintain any required customer security clearance.

Nice to have

• Active Secret clearance or higher and ATD CPLP or similar certification.
• Experience with Articulate Storyline 360, Adobe Captivate, LMS administration, or video training tools.
• ITIL Foundation certification or familiarity with IT service management principles.
• Experience with virtual instructor-led training, ServiceNow, AWS Connect, Section 508, or Kirkpatrick evaluation methods.
• Experience supporting proposal development with training-related content.

Culture & Benefits

• Collaborative environment focused on accountability, innovation, and continuous improvement.
• Work supporting critical federal missions and government customer operations.
• Compensation is based on experience, technical qualifications, certifications, clearance level, and contract requirements.
• Artificial intelligence tools may support parts of the hiring process, while final decisions are made by humans.