Training and Development Specialist

Location

This role can work remotely from anywhere in the USA. You must be legally authorized to work in the US. Bixal does not provide visa sponsorship.

Compensation:

The salary range for this role is $77,000 – $87,000. In the spirit of transparency, most offers tend to land near the midpoint of the range. We make compensation decisions thoughtfully, considering your experience, the skills you bring, and our commitment to internal equity. Fairness and transparency are core to how we operate.

Responsibilities:

Support & Service Operations

• Provide Tier 2 support for online resources, website/interface issues, and program questions.
• Manage the user request and inquiry queue, including acknowledgment, routing, tracking, and closure.
• Monitor key digital pages, tools, and functions daily and escalate issues.
• Maintain the service outage and interruption notification process and keep support content aligned with active incidents.

Process & Knowledge Management

• Develop and document standardized business processes for staff portals, help desk operations, and user messaging workflows.
• Run and maintain the link-vetting program, including reviews, SOPs, approvals, reporting, and replacement recommendations.
• Train staff to submit, use, and maintain knowledge and content.

Content Quality, Findability & Publishing

• Perform technical editing and proofreading against program standards, AP style, and federal plain-language requirements.
• Coordinate with information architecture and search specialists on metadata, categorization, retrieval, reuse, tracking, and routing.
• Contribute to digital publishing operations, including the editorial calendar, recurring publications/newsletters, subscriptions, and audits.
• Partner with search specialists on staff education around search, findability, and content standards.

Measurement & Continuous Improvement

• Build and maintain the Tier 2 customer support satisfaction dashboard.
• Analyze recurring issues, trends, and topics.
• Translate support data into process improvements and self-service content.
• Other relevant duties as qualified/trained to perform

Qualifications:

• Active Secret clearance. An interim Secret is acceptable to start.
• Bachelor's degree, or equivalent professional experience.
• At least 4 years in knowledge management, technical writing, documentation development, content operations, or customer support operations.
• Hands-on experience with an enterprise knowledge base, documentation platform, or content management system.
• Experience providing tiered customer or program support, working to defined acknowledgment and routing timeframes with a ticketing or case management system, and familiarity with ITIL practices for knowledge management, incident, problem and change.
• Experience documenting business processes and standard operating procedures used by an operational team.
• Experience with incident or service-disruption communications — the processes, severity definitions and notice templates that govern how users are told something is broken.
• Demonstrated ability to draw knowledge out of subject-matter experts, interviewing program and technical staff and turning what they know into documentation someone else can follow.
• Demonstrated ability to translate complex technical or policy material into clear, plain-language content that a non-specialist can act on.

Nice to Have Skills and Experience:

• ITIL v4 Foundation certification, or willingness to obtain it within 90 days of start.
• Experience supporting a federal or DoD program, particularly in outreach, communications, or public-facing digital services.
• Strong editing skills — you can take someone else's draft and make it correct, clear and consistent with a style guide, whether AP or a house guide.
• Experience turning support or content performance data into reporting that actually changed a process.
• Experience with enterprise email or subscription publishing platforms.
• Experience developing training materials and delivering workshops to staff audiences.