Training Specialist - CRM

Job Title: Training Specialist - CRM
Location: 2200 C St, NW, Washington, DC 20520
Clearance: Minimum Risk Public Trust (MRPT)

Contracting Resources Group, Inc. (CRG) is a Woman-Owned Small Business, specializing in several core markets within the Federal Government. Our professional services depth includes communications, acquisitions management, program management and evaluation, and IT solutions. CRG is a leading management consulting firm, in part because of our ability to attract the highest quality team members through our emphasis on culture, competitive compensation,and benefits packages. Since 2002, CRG has consistently received top performance ratings from customers and teaming partners and industry awards, including Inc. Magazine's 5000 list of the Fastest Growing Companies in America, the Department of Labor HireVets Platinum Medallion award, and the Washington Business Journal, Inc. 5000, and Baltimore Sun's Best Places to Work awards.

Job Description:

The Under Secretary for Public Diplomacy's Office of Policy, Planning and Resources (R/PPR) has an immediate need for Subject Matter Experts (SME) to provide support for sustainment training in support of the Contact Relationship Management (CRM) platform in R/PPR's Organizational Learning Unit. These efforts include designing, delivering and evaluating online/virtual and in-person training modules across platforms used by the Department, customized by strategic outcomes and policy priorities as set by the Office.

The Department of State's vision is to provide our global workforce with a centralized contact relationship and engagement platform (CRM). CRM enables our workforce to understand the depth and breadth of our relationships by tracking important interactions, and more strategically identifying and engaging target audiences. Having this type of central knowledge base is especially critical at the State Department, whose Foreign Service officers frequently rotate overseas assignments, taking valuable institutional knowledge with them. Most importantly, CRM delivers better service to our audiences and constituents and more effective interactions with our diplomatic partners.

To be successful, CRM must continue to serve as a secure, federally compliant, and mobile-enabled platform.

Specific Requirements:

• Demonstrate ability to interact and cooperate professionally with all Department employees and vendors.
• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
• Maintain professional internal and external relationships that foster core values.
• Proactively establish and maintain effective working team relationships with all support departments.
• Must maintain a neutral stance concerning any political or diplomatic topics.
• Maintain composure under the stresses of multiple simultaneous tasks often from high officials.
• Handle all directives with candor and professionalism on the phone and in person.
• Manage the intake of help desk ticket requests for sustainment training, as requested from end users.
• Update virtual lessons, learning materials, and lesson plans at least every two months to reflect system changes.
• Trainee satisfaction is at least 80 percent Satisfied or Very Satisfied according to a monthly average based on response to a mutually agreed-upon survey by the Government and the vendor.
• Conduct regular sustainment training of CRM users who need training outside of regular deployment, both remotely during global business hours and via scheduled in-person workshops.
• Support and maintain an eLearning platform to support on-demand self-service training for Mission users. Anticipate training several hundred DOS staff globally and domestically.
• Create and curate custom trainings based on user identified needs, drawing from an agreed-upon curriculum of sustainment training modules and offerings. Revise training materials and exercises as necessary to increase effectiveness and encourage training efficiencies.
• Schedule and hold training sessions in accordance with user's local schedules, accounting for Mission operating hours and holidays.
• Devise, plan, coordinate and conduct a slate of regular virtual training workshops to serve offices and posts after deployment. The contractor must develop customized agendas, curricula, and presentations for government review and approval prior to delivery.
• Maintain an on-demand learning management system to enable self-paced learning for end users.
• Plan, coordinate and implement Bureau-specific training modules designed to achieve specific digital diplomacy strategic objectives according to specifications and deadlines.
• Create detailed schedules and work plans which identify and sequence the activities needed to successfully complete assigned projects.
• Lead trainings, whether in-person or via online platforms, for overseas and Washington-based staff on both the functionality and strategic use of R/PPR-assigned digital platforms, tailored and customized to achieve specific digital diplomacy strategic objectives.
• Develop and manage materials and resources used in each module, whether in-person or via online platforms
• Manage communications, training schedules and logistics with clients, stakeholders, project contributors and SMEs.
• Develop, execute, and submit detailed reports measuring effectiveness of assigned training modules.
• Develop forms and records to document project activities and related information.
• Execute projects according to project plans in collaboration with the Government.
• Monitor progress of projects and make adjustments as necessary to ensure successful completion.
• Apply knowledge of the various levels of adult learning and break technical and at-times complicated information into distinct, hands-on modules that achieve identified and desired learning objectives.
• Adapt training modules for varying conditions in the field, customizing modules for maximum outcome for trainees' level of skill, desired learning objectives and the overall strategic digital diplomacy objective.
• Design, lead or co-lead interactive and hands-on modules whether training is delivered in-person or via online platforms.
• Ability to obtain and maintain a suitable security clearance and DoS badge; ideal candidates will already possess a Secret-level clearance or higher.
• Infrequent OCONUS travel may be required.
• Preferred: Proficiency in the use of digital engagement tools (e.g., collaboration platforms-Google for Government, WordPress, Drupal, email optimization, digital marketing and outreach, social media, learning management systems- (Articulate/Reach, User Experience tools-Google Analytics, Design Software-Photoshop, InDesign, Illustrator) for public engagement purposes.
• Proficiency in the use of file-sharing, word processing software, spreadsheets, databases, and other digital project management tools.