Learning Coordinator

The Learning Coordinator will lead user enablement, training, knowledge management, and user-facing documentation activities for a custom software application. The role will help ensure that users and Help Desk personnel have accurate, current, and accessible guidance as system functionality, business processes, and support procedures evolve.

The Learning Coordinator will work closely with the Program Manager, Software Manager, functional subject-matter experts, software development and QA teams, Help Desk personnel, accessibility resources, and FLETC stakeholders to align training and knowledge products with approved functionality and Government operational direction.

Primary Responsibilities:

• Training development and delivery: Develop and maintain training materials, including user guides, Knowledge Base articles, quick-reference materials, instructional videos, interactive learning modules, contextual help, and release-specific guidance. Plan and deliver training appropriate to different user roles, experience levels, and job functions.
• User and training needs assessment: Assess existing training resources, documentation, known knowledge gaps, delivery methods, and user needs. Develop user personas for populations such as new users, occasional users, mobile users, and power users to guide training approaches and content.
• Knowledge Base management: Maintain organized, accurate, current, and traceable Knowledge Base and user-support content. Establish governance for content review, publishing, version control, consolidation, and retirement of obsolete material.
• Release integration: Review Sprint-assigned software changes for documentation and training impacts. Coordinate with development, QA, and functional SMEs so affected user-facing guidance is prepared, technically validated, and available in alignment with software releases.
• Help Desk training and readiness: Develop onboarding, refresher, troubleshooting-reference, and support materials for Tier I and Tier II Help Desk personnel. Use recurring support questions and Help Desk trends to identify knowledge gaps and opportunities for improved user self-service.
• User engagement and communication: Support user outreach, communicate new features and system changes, collect user feedback, and coordinate with FLETC stakeholders and SMEs to identify training and documentation needs.
• Learning roadmap and continuous improvement: Develop and maintain a User Support and Knowledge Management Development Plan identifying prioritized improvements, delivery approaches, dependencies, and implementation recommendations. Conduct periodic content-health reviews and recommend modernization, consolidation, or retirement of outdated materials.
• Metrics and reporting: Track training participation, content usage, user engagement, recurring questions, and other indicators that help identify training effectiveness and knowledge gaps. Provide status and recommendations through established program reporting processes.
• Government coordination: Coordinate content validation with Government customer who remains the authoritative source for Government policy, operational procedures, business-process decisions, and prioritization; the Learning Coordinator is responsible for ensuring guidance accurately describes Contractor-delivered functionality.
• Program and knowledge-transfer support: Support UAT/release readiness where user guidance is affected, stakeholder engagement activities, and contract transition by ensuring training materials, Knowledge Base content, inventories, governance procedures, and publishing information are organized and transferable.

Basic Qualifications:

• Demonstrated experience developing and delivering software application training, user documentation, or technical learning content.
• Strong ability to translate complex application functionality and technical information into clear, user-friendly instructions for nontechnical audiences.
• Experience developing multiple forms of learning content, such as user guides, job aids, Knowledge Base articles, quick-reference guides, videos, presentations, and online learning materials.
• Experience working with software development, QA/testing, Help Desk, product owners, functional SMEs, and end users to gather and validate information.
• Strong written and verbal communication, facilitation, presentation, and stakeholder-engagement skills.
• Ability to assess different user populations and tailor learning materials based on role, experience level, workflow, and training need.
• Experience managing documentation or knowledge content through a defined content lifecycle, including review, approval, publishing, versioning, maintenance, and retirement.
• Familiarity with Agile software development and release processes, including user stories/tickets, Acceptance Criteria, testing, UAT, and release communications.
• Ability to analyze user feedback, support trends, and content usage to identify knowledge gaps and process-improvement opportunities.
• Experience with collaborative documentation and ticketing platforms such as Confluence and Jira, or comparable systems.
• Ability to manage multiple concurrent training, documentation, and communication priorities in a changing software environment.
• Ability to work effectively in an environment where Government SMEs retain authority for business rules, policy, and operational procedures while the Learning Coordinator translates approved decisions into usable learning products.

Preferred Qualifications:

Experience supporting a large enterprise or Government business application would be particularly useful, as would experience with Section 508/accessibility considerations, instructional design, eLearning authoring tools, video/content development, knowledge-management practices, and user-community engagement. Experience using and integrating AI/ML tools and techniques, a plus.

►Please be advised that during the interview, you will be required to keep your camera on, and your interviewer will be taking your picture for identification purposes if an offer letter is extended to you.

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The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.