Training & Support Specialist, Enterprise Systems

POSITION SUMMARY The Training & Support Specialist, Enterprise Systems, delivers CIMS training and routine user support from preparation through follow-up. The role trains program managers, departmental administrators, designated trainers, and other assigned users to use CIMS, CSAAC’s enterprise operational platform. Through CSAAC’s train-the-trainer model, it equips program managers and designated trainers to train their staff. The position develops instructional materials, administers training records, triages CIMS support tickets, assists with implementation, and identifies data integrity issues. SharePoint, learning management systems, and other assigned tools support training administration. QUALIFICATIONS Required • Demonstrated ability to deliver workplace instruction, create clear training materials, and equip designated trainers to teach others. • Ability to learn applications, troubleshoot routine issues, document findings accurately, and exercise sound judgment about escalation. • Familiarity with enterprise applications and structured documentation workflows. • Proficiency in Microsoft PowerPoint and Word for presentations and instructional materials. • Clear communication, organization, and reliable follow-through, including recordkeeping and response tracking. • Attention to detail and working familiarity with Excel for lists, filtering, and tracking. • Ability to protect confidential information and work collaboratively across departments. Preferred • Experience with a train-the-trainer model, application support, or implementation assistance. • Experience using an LMS to maintain content or track completion; Relias experience is a plus. • Familiarity with case management or electronic health record systems and human services operations. • Experience using SharePoint for records and training administration; Power Automate familiarity is a plus. ESSENTIAL FUNCTIONS Training and User Guidance • Maintain a CIMS training schedule covering onboarding, refreshers, and approved system changes; prepare and deliver assigned sessions. • Create and maintain approved PowerPoint presentations and reusable CIMS guidance, including job aids, walkthroughs, FAQs, and troubleshooting resources. Keep materials current and suitable for designated trainers to use with staff. • Adapt instruction to participants’ proficiency. Use demonstrations, practice, and questions to assess workflow understanding and trainer readiness; communicate gaps to the Manager, Enterprise Applications and the responsible program manager or departmental supervisor. • Prepare, send, and track acknowledgments and feedback for sessions delivered. Maintain attendance and completion records, follow up on outstanding responses, and notify appropriate managers when further action is needed. • Use feedback and recurring support questions to improve instruction. Maintain approved content and training records in assigned LMS and SharePoint tools using established workflows. CIMS Support Ticket Triage and User Assistance • Triage CIMS-related tickets, clarify issues, and assess urgency and operational impact using established guidelines. • Resolve routine usage and training questions; distinguish user or workflow difficulties from suspected application defects. • Escalate complex issues to the Manager, Enterprise Applications with relevant details, reproduction steps, and actions taken. • Monitor assigned tickets, obtain missing information, document actions, and provide updates through resolution or explicit handoff. Flag aging or recurring issues. • Redirect non-CIMS IT requests to the appropriate IT support channel. Implementation and Rollout Support • Support approved CIMS changes under the Manager, Enterprise Applications; perform assigned testing and document results and issues. • Prepare training and current guidance before approved releases, deliver rollout training, and follow up on user difficulties. • Coordinate assigned tasks and progress with the Project Coordinator, Enterprise Systems; report delays and escalate technical issues to the Manager, Enterprise Applications. Data Integrity Monitoring • Perform targeted, assigned CIMS checks using defined criteria or exception reports to identify missing, inconsistent, or potentially inaccurate information. • Document findings, notify responsible users or departmental managers, and escalate unresolved or recurring concerns through established channels. • Provide system-use guidance to help responsible users address identified issues. POSITION CONTEXT CSAAC relies on CIMS to support operational documentation and workflows across its programs and departments. Consistent training, accessible user guidance, and dependable application support are essential to effective use of the platform. This position provides dedicated training and support capacity within OBIS, enabling the Manager, Enterprise Applications to focus on platform operations and implementation leadership. It works with the Project Coordinator, Enterprise Systems on rollout activities and equips program managers and designated trainers to train their staff. Responsibility for program data and departmental training remains with the appropriate users and managers. Scope and AccountabilityComplete routine training and support independently within approved priorities and procedures, with supervision and technical direction from the Manager, Enterprise Applications. Users retain responsibility for data accuracy and completeness; departmental management ensures corrections are addressed. This role identifies and reports issues but does not enter, backfill, correct, or certify program data on users’ behalf. Program managers remain responsible for training their staff. This role does not track subsequent staff training. Follow CSAAC confidentiality, access, and information-handling requirements. PHYSICAL REQUIREMENTS Ability to operate a computer, keyboard, and other standard office equipment. Ability to communicate effectively with staff, community members, and other stakeholders in person, virtually, and by telephone. Ability to move office supplies, event materials, or equipment weighing up to ten pounds. POSITION SPECIFICATIONS Department: Office of Business & Information Systems (OBIS) FLSA Status: Non-Exempt