• Lead the strategic direction and execution of the enterprise knowledge management program • Develop and implement comprehensive KM strategies aligned with IT service delivery goals • Partner with technical SMEs across teams to ensure knowledge is captured, structured, and maintained effectively • Implement and mature Knowledge-Centered Service (KCS) methodologies • Establish governance frameworks, lifecycle processes, and quality standards • Define metrics and KPIs to measure program effectiveness and business impact • Identify and evaluate opportunities to leverage AI and automation within knowledge management • Lead enterprise KM initiatives and cross-functional projects • Develop promotional materials and user adoption campaigns • Provide executive-level reporting on program performance, maturity, and ROI • Drive continuous improvement and long-term KM maturity

• Lead and manage the IT Knowledge Management program across all service areas • Curate and coordinate knowledge articles developed by technical SMEs to improve resolution speed and service quality • Identify content gaps and new knowledge categories based on ticket trends and operational insights • Develop clear, user-friendly communications including tip sheets, FAQs, and self-service guides • Partner with SMEs to create, review, and maintain articles for recurring issues and standard procedures • Establish and enforce knowledge management standards, templates, governance, and review cycles • Promote and optimize self-service capabilities through structured, searchable content • Analyze ticket trends to proactively address knowledge gaps and reduce repeat incidents • Track and report on knowledge usage, effectiveness metrics, and continuous improvement opportunities • Ensure the knowledge base remains accurate, current, and aligned with service delivery practices

• Partner with mid‑ to large‑scale organizations to design custom learning strategies that measurably drive behavior change. • Conduct needs analysis using surveys and client meetings. • Translate insights into SMART goals and measurable success criteria. • Identify root causes of learning challenges and propose actionable, innovative change plans. • Present recommendations to senior leaders with clearly defined timelines. • Curate learning programs from Go1’s 100,000+ course library, ensuring content directly aligns with client business goals. • Develop a comprehensive knowledge of the Go1 library, including its content partners, formats, and individual courses. • Identify high‑impact resources that match client goals (e.g. learning objectives, language coverage, course length and style, etc.). • Design learning paths that are tailored to support learners at different levels of proficiency. • Support compliance with industry requirements (e.g., HIPAA, ISO, regulatory standards where applicable). • Deliver content within agreed timelines while meeting quality benchmarks. • Work closely with Customer Success Managers to enhance client relationships and the delivery of learning solutions. • Join client calls and meetings alongside CSMs to capture requirements and clarify objectives. • Draft clear, professional follow-up emails that summarize discussions, next steps, and deadlines. • Actively follow up on pending items across various client projects, ensuring each action is documented upon completion. • Collaborate with sales teams to convert prospects into clients by conducting discovery calls to identify pain points. • Delivering tailored playlists that showcase specific Go1 content relevant to the prospect’s industry.

Role Description The End User Training Lead oversees the organization’s training and learning portfolio, ensuring employees have the skills needed to use mission‑critical systems and processes effectively. This role leads the assessment of training needs, aligns learning objectives with business goals, and prioritizes programs that support the adoption of new tools and services in a federal IT environment. This leader directs the design and delivery of blended learning solutions—including instructor‑led, virtual, and self‑paced formats—and ensures they are evaluated for effectiveness and continuously improved. The position also manages and mentors a team of trainers, coordinates complex travel and delivery schedules, and steers communication and change‑management activities that accompany new or updated applications. Key Responsibilities - Govern the overall training strategy for mission‑critical systems, including needs assessment, training roadmaps, and alignment of learning objectives with organizational priorities. - Design and oversee blended training programs that combine classroom, virtual, and e‑learning methods to drive system and process adoption for diverse user groups. - Manage and mentor a team of trainers responsible for developing, testing, maintaining, and delivering training programs, including train‑the‑trainer activities and quality calibration sessions. - Supervise the creation and maintenance of training materials such as lesson plans, curricula, SOPs, user and instructor guides, practical exercises, and job aids. - Implement evaluation methods and metrics to measure training effectiveness, conduct analysis on results, and recommend improvements to content, delivery methods, and scheduling. - Coordinate closely with business leaders, functional analysts, application owners, and subject‑matter experts to prioritize topics, validate content, and plan training deployments and conferences. - Oversee travel planning and training logistics, including building trainer schedules, managing travel and ODC budgets, and reviewing expense authorizations and reports. - Promote consistent quality and compliance by defining expectations for trainers, observing delivery, providing feedback and coaching, and reinforcing organizational policies and standards. Qualifications - Bachelor’s degree preferred in Education, Training, Human Resources, or a related field, or equivalent relevant experience. - 8+ years of experience in training and development or closely related roles, including 4–6 years as a trainer on technical projects and 0–2+ years in a management or team‑lead capacity. - Demonstrated experience designing, executing, and evaluating training programs for technical applications, with strong skills in needs assessment, curriculum development, and adult‑learning delivery. - Proven ability to lead and mentor a team of trainers, including setting expectations, conducting observations, and providing coaching focused on performance and quality. - Excellent communication and presentation skills, with the ability to explain complex concepts to beginner, experienced, and expert users and to write clear, concise training materials and correspondence. - Strong organizational and planning abilities, including managing extensive travel requirements (often 40–75% of the time), shifting priorities, and multiple concurrent training initiatives. - Ability to obtain and maintain a Public Trust investigation and to work in a U.S.‑only federal context, with U.S. citizenship as specified. Preferred Qualifications - Professional training or instructional credentials such as DoD Instructor Certification or industry certifications (for example, CPTD or ATD). - Experience managing enterprise learning portfolios, centers of excellence, or large multi‑site training programs in military or federal healthcare settings. - Advanced proficiency with virtual and digital training tools (for example, webinar platforms, e‑learning tools, and collaboration technologies) in addition to standard office productivity software and Adobe products. - Prior experience supporting Army or similar military environments and incorporating customer feedback into iterative improvements to training programs. Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.