JOB SUMMARY

The Instructional Designer will create and manage training and support content for a wide variety of end users. This individual will be a key player in providing self-service support and educational opportunities for itel’s customers. We are seeking a hands-on training professional with experience explaining technology to a non-technical audience. itel’s end users include claims adjusters, roofers, and general contractors; our solutions include pure software and tech-enabled services. The right individual will bring to the table demonstrated functional expertise and a desire to join a high-growth, fast-paced company with a great culture. This is a net-new position with high visibility on a growing marketing team.

KEY RESPONSIBILITIES

• Develop and manage job aids (how-to guides, step by step guides, FAQs, short walk-through videos, etc.) for itel’s end users.
• Launch and maintain a public facing help site with a catalog of job aids, step-by-step guides, on-demand webinars, and FAQs.
• Create courses and curriculum that introduce new end-users to itel’s solutions.
• Partner with Customer Success Managers to create training decks for live training. This role does not require live training delivery, but could if the candidate had the desire and expertise.
• Support Account Managers in efforts to grow utilization of itel’s services among end-users.
• Partner with marketing and sales colleagues to create semi-automated programs for rolling out new solutions to end-users.
• Collaborate with Customer Experience to ensure itel delivers world-class support to our end user customers.
• Evangelize the importance of learning and end-user support across the company; partner with Human Resources as needed on internal training initiatives.

ROLE QUALIFICATIONS

EDUCATION & EXPERIENCE

REQUIRED

• 5 years in instructional design or a similar role
• Bachelors degree in English, communications, professional writing, or a related field; or equivalent experience
• Experience creating training content about software for non-technical audiences.

PREFERRED

• Experience working in the insurance industry.
• Experience with Articulate360, Camtasia, SnagIt, or similar solutions frequently used in training.
• Experience working in an LMS.

KEY COMPETENCIES

• Results-Oriented: ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames
• Adaptability to Change: ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment
• Interpersonal Communication: ability to choose a communication behavior that is both appropriate and effective for a given situation; the ability to understand and manage your own emotions, as well as recognize and influence the emotions of others
• Team Orientation and Collaboration: ability to successfully build and maintain collaborative relationships to work effectively together as a team through shared responsibility, respect, and empathy to complete a shared goal for a common good
• Accountability: ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change

• Cultural Competence: ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions.

WORKING CONDITIONS/EQUIPMENT USE

• Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions.
• Frequent use of office machines to include telephone, computer, and printer