Virtual Reference Librarian Jobs in Washington, DC

Koniag IT Systems, LLC a Koniag Government Services company, is seeking a Training/Communications Specialist to support KITS and our government customer in Washington, DC. The position is hybrid, requires 1 day onsite. This position requires the candidate to be able to obtain a Public Trust.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

The Training / Communications Specialist is responsible for the design, development, delivery, and management of end-user IT training programs and IT service communications across CLIENT's enterprise environment. This individual serves as the dedicated training and communications resource within the customer success and service delivery team, ensuring that CLIENT staff have the knowledge, skills, and timely information they need to effectively adopt and use CLIENT's enterprise IT services and tools.

This role requires a unique combination of instructional design expertise, technical IT knowledge, and professional communications skills. The Training / Communications Specialist must be able to translate complex technical concepts into clear, accessible, and engaging training content and communications for audiences ranging from frontline CLIENT staff to senior leadership. This individual serves as the primary content developer for end-user training materials, service communications, knowledge base articles, and user-facing IT guidance across CLIENT's enterprise environment.

This individual must demonstrate solid proficiency in instructional design, technical writing, IT service communications, and end-user training delivery, with the ability to independently manage routine and moderately complex training and communications activities and escalate complex issues to the Customer Success / Service Delivery Lead as appropriate.

Key Responsibilities:

Training Program Design & Development:

• Lead design and development of end-user IT training programs for CLIENT's enterprise IT services, tools, and platforms, including new employee onboarding training, technology refresher training, and targeted training for major platform updates and new capabilities
• Apply instructional design methodologies (e.g., ADDIE, SAM) to develop training programs that are engaging, effective, and appropriate for adult learners in a Federal workplace environment
• Develop comprehensive training content libraries, including instructor-led training materials, self-paced e-learning modules, quick reference guides, job aids, video tutorials, and interactive learning resources
• Collaborate with functional area leads and subject matter experts to ensure training content accurately reflects current system configurations, procedures, and best practices
• Develop and maintain training needs assessments to identify skill gaps, training priorities, and learning objectives for CLIENT staff across the enterprise
• Design training evaluation frameworks, including learning assessments, knowledge checks, and post-training effectiveness surveys
• Maintain comprehensive and current training content libraries, ensuring all materials are accurate, accessible, and aligned with CLIENT's current IT environment

Training Delivery & Facilitation:

• Deliver instructor-led training sessions for CLIENT staff on enterprise IT services, tools, and platforms, including both in-person and virtual delivery formats
• Facilitate engaging and interactive training experiences that promote knowledge retention and practical skill development
• Coordinate training session logistics, including scheduling, facility or virtual platform coordination, participant registration, attendance tracking, and post-session follow-up
• Provide one-on-one and small group training support for CLIENT staff who require additional assistance with specific IT tools or services
• Deliver new employee IT onboarding training sessions, ensuring that new CLIENT staff are equipped with the knowledge and access they need to be productive from day one
• Monitor participant engagement and comprehension during training sessions, adapting delivery approach as needed to maximize learning effectiveness
• Coordinate with the Service Delivery Manager on training calendar management and scheduling activities

Section 508 Compliance & Accessibility:

• Ensure all training materials and service communications are developed in full compliance with Section 508 of the Rehabilitation Act and applicable CLIENT accessibility requirements
• Apply accessibility best practices to all content development activities, including proper use of alt text, closed captions, screen reader compatibility, and accessible document formatting
• Conduct accessibility reviews of existing training materials and communications, remediating non-compliant content as identified
• Coordinate with the Customer Success / Service Delivery Lead and Government COR on Section 508 compliance requirements for training and communications content
• Stay current on Section 508 compliance standards and accessible content development best practices, applying updates to content development processes as appropriate
• Maintain accurate Section 508 compliance documentation for all training materials and communications distributed to CLIENT stakeholders

IT Service Communications:

• Develop and distribute IT service communications to CLIENT stakeholders, including service announcements, maintenance window notifications, new service introductions, planned outage alerts, and post-incident communications
• Develop clear, concise, and professional communications that accurately convey technical information to non-technical audiences at all levels of the organization
• Coordinate with functional area leads and the Release / Environment Manager on communications requirements for planned service changes, releases, and maintenance activities
• Develop and maintain a service communications library, including email templates, intranet content, digital signage content, and other stakeholder-facing communication formats
• Maintain the service communications calendar, ensuring that stakeholders receive timely, accurate, and relevant information about IT services and planned changes
• Monitor stakeholder responses to service communications, escalating questions, concerns, and feedback to the Service Delivery Manager and Customer Success / Service Delivery Lead
• Support development of executive-level IT communications and briefing materials as directed by the Customer Success / Service Delivery Lead and Contractor Program Manager

Knowledge Base Content Development:

• Develop and maintain end-user knowledge base articles, self-service guides, FAQs, and troubleshooting resources in CLIENT's ITSM platform and self-service portal
• Collaborate with functional area leads and subject matter experts to develop accurate, current, and useful knowledge base content that enables CLIENT staff to resolve common IT issues independently
• Conduct periodic knowledge base content audits, identifying and updating outdated, inaccurate, or incomplete articles
• Monitor knowledge base usage metrics and search query data to identify content gaps and prioritize new article development
• Develop knowledge base content in formats that are accessible, easy to navigate, and appropriate for non-technical end users
• Coordinate with the Service Management Lead on knowledge management platform configuration and knowledge base governance activities
• Support development of Service Desk knowledge base content that enables first-contact resolution improvements at Tier 1

Learning Management System (LMS) Administration:

• Administer CLIENT's learning management system or training delivery platform, including course catalog management, user enrollment, completion tracking, and reporting
• Maintain accurate training completion records and certification tracking data for CLIENT staff
• Generate routine and ad hoc training completion and effectiveness reports for review by the Customer Success / Service Delivery Lead
• Support LMS platform configuration and maintenance activities, coordinating with the Applications & Integration Lead on technical requirements
• Develop and maintain LMS administration procedures and user guidance for CLIENT staff accessing training resources
• Coordinate with the Customer Success / Service Delivery Lead on LMS platform governance and content management standards

Intranet & Digital Content Management:

• Develop and maintain IT-related intranet content, including service pages, IT news and announcements, training resources, and self-service guidance
• Coordinate with CLIENT's communications and web management teams on intranet content publishing and governance requirements
• Support development of digital signage content for CLIENT facilities in coordination with the A/V Lead Systems Integrator
• Maintain accurate and current IT service information on CLIENT's intranet and self-service portal
• Monitor intranet content usage metrics and stakeholder feedback, identifying opportunities to improve content accessibility and usefulness
• Ensure all intranet and digital content is developed in compliance with Section 508 accessibility requirements and CLIENT branding standards

Reporting & Analytics:

• Generate routine and ad hoc reports on training completion rates, knowledge base usage, communications effectiveness, and service adoption metrics for review by the Customer Success / Service Delivery Lead
• Maintain accurate training and communications metrics data in the Government ITSM platform and reporting dashboards
• Contribute training and communications data to Sprint metrics reporting, monthly performance dashboards, and Sprint Review demonstrations
• Identify trends in training effectiveness, knowledge base usage, and communications engagement, communicating findings and recommendations to the Customer Success / Service Delivery Lead
• Support development and maintenance of training and communications reporting templates and dashboard configurations
• Provide accurate training and communications data to support continual service improvement activities and Sprint Retrospectives

Required Qualifications:

Experience:

• Minimum 3–5 years of hands-on IT training development, instructional design, and technical communications experience in an enterprise environment
• Demonstrated experience designing and developing end-user IT training programs for enterprise IT services and platforms in a Federal or comparable environment
• Proven experience delivering instructor-led and virtual IT training to diverse audiences in an enterprise environment
• Experience developing IT service communications for enterprise IT environments, including maintenance notifications, service announcements, and new service introductions
• Demonstrated experience developing Section 508-compliant training materials and communications content
• Experience developing and maintaining knowledge base content and self-service user guidance
• Familiarity with ITIL 4 service management practices as applied to knowledge management and service communications
• Experience in a Federal or private-sector enterprise environment of comparable scale and complexity

Technical Expertise:

• Solid proficiency in:
• Instructional design methodologies (e.g., ADDIE, SAM) for adult learners
• End-user IT training content development for enterprise platforms
• IT service communications writing and distribution
• Section 508 accessibility compliance for training materials and communications
• Knowledge base content development and management
• E-learning development tools (e.g., Articulate Storyline, Rise, Adobe Captivate, or equivalent)
• Microsoft 365 productivity tools (Word, PowerPoint, SharePoint, Stream) for content development
• Learning management system administration and reporting
• Working knowledge of:
• ITIL 4 knowledge management and service communications practices
• Microsoft 365 and enterprise IT platforms as they relate to end-user training topics
• Agile/Scrum delivery practices and Sprint coordination
• IT service performance metrics and service adoption analytics
• Federal IT service delivery requirements and Government stakeholder communication standards
• Intranet content management and digital content development
• Video production and editing tools for tutorial development
• Data analytics and reporting tools for training effectiveness measurement

Additional preferred certifications:

• Certified Professional in Talent Development (CPTD) or Associate Professional in Talent Development (APTD)
• Microsoft 365 Certified: Fundamentals (MS-900)
• Section 508 Trusted Tester Certification or equivalent accessibility certification
• Certified Scrum Master (CSM) or equivalent
• HDI Knowledge-Centered Service (KCS) Fundamentals or equivalent
• Project Management Professional (PMP) or equivalent

Preferred Qualifications:

• Prior experience supporting Federal civilian agency IT training and communications programs
• Familiarity with CLIENT or similar agency IT environments and stakeholder communication standards
• Experience with Agile/Scrum delivery models in a training and communications context
• Experience with ServiceNow knowledge management and self-service portal content development
• Demonstrated experience with video tutorial production for enterprise IT training programs
• Experience with SharePoint intranet content management and communications publishing
• Familiarity with OMB Federal customer experience and plain language communic...