Job Description

About the Company

We are seeking experienced and highly motivated Senior Systems Training Specialists to lead end-to-end training initiatives for a mission-critical Tolling Back Office System (BOS) modernization project. This role is central to ensuring that employees and contractors across the organization effectively adopt and utilize the new BOS platform. The ideal candidate brings a strong background in instructional design, system training delivery, and stakeholder collaboration—particularly in high-volume, customer-facing environments. This position requires regular travel to Pennsylvania for onsite meetings one week per month, in alignment with client expectations.

About the Role

This role is central to ensuring that employees and contractors across the organization effectively adopt and utilize the new Back Office System (BOS) platform.

Responsibilities

• Training Needs Assessment
• Collaborate with project stakeholders to evaluate current skill gaps and define training requirements for end-users, power users, and administrators.
• Document comprehensive training needs analyses to inform curriculum development.

• Curriculum Design & Development
• Design customized training programs and learning objectives tailored to various user groups.
• Develop engaging training content, including e-learning modules using tools such as Articulate 360 and SuccessFactors LMS.
• Create instructor-led guides, lesson plans, and “Train-the-Trainer” materials.

• Training Delivery
• Facilitate interactive virtual, in-person, and self-paced training sessions.
• Provide hands-on instruction covering system navigation, business processes, and integrated functionalities.
• Deliver ongoing support and refresher training as needed.

• Evaluation & Continuous Improvement
• Administer pre- and post-training assessments to measure effectiveness.
• Analyze feedback and adjust training materials accordingly.
• Report training outcomes and progress to internal leadership and client stakeholders.

• Cross-Functional Collaboration
• Align training content with evolving system functionalities and project objectives.
• Support knowledge transfer initiatives and promote cross-training to enhance organizational agility.

Qualifications

• Minimum 5 years of experience delivering both virtual and in-person systems training.
• Minimum 2 years of experience in a high-volume contact center environment.
• Demonstrated experience using e-learning platforms (e.g., Articulate 360, Adobe Captivate, Moodle).
• Experience developing content for LMS platforms and interactive digital learning formats.
• Ability to clearly translate complex technical processes into accessible, user-friendly training.
• Experience with SAP S/4HANA and Microsoft Dynamics CRM is strongly preferred.
• Hands-on experience delivering training during at least one Tolling Back Office System implementation is highly desirable.
• Ability to quickly learn technical aspects of UBOS and develop corresponding training programs.

Preferred Skills

• Background in large-scale IT transformation or enterprise system rollouts.
• Familiarity with BOS platforms and related tolling systems.

Pay range and compensation package

Hybrid work arrangement with mandatory onsite presence one week per month in Pennsylvania. Virtual collaboration and training delivery via Microsoft Teams and Outlook.

Equal Opportunity Statement

ETC is an equal opportunity employer. We are committed to diversity and inclusivity.

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