Technical Training Specialist

Position Overview:

The Technical Training Specialist plays an essential role in supporting HomeServe's transformation efforts by planning, organizing, and executing training activities that prepare employees for new systems, processes, and ways of working. This role ensures that teams have the knowledge and confidence they need to adopt upcoming changes and supports the broader change management strategy led by the Director of Organizational Change Management.

The Technical Training Specialist will develop a working understanding of new technologies and processes, then translate this information into clear, accessible learning content. This position supports training delivery across different formats-including large group rollouts, virtual sessions, hands-on demonstrations, and focused team workshops. The role also contributes to building internal capability by supporting train-the-trainer programs and preparing subject matter experts to reinforce learning within their teams.

Key responsibilities include coordinating training logistics, supporting conference room pilots, developing role-based learning materials, partnering with Agile PODs throughout the release cycle, and maintaining accurate training records. The Technical Training Specialist also ensures training readiness by coordinating system access, tracking learner progress, managing LMS activities, and aligning training plans with project timelines.

Responsibilities:

Training Strategy, Coordination & Vendor Support

• Research and evaluate training tools and resources that align with program needs.
• Support evaluation and coordination of external training vendors when required.
• Analyze training needs based on role-specific change impacts.
• Develop and maintain role-specific learning paths aligned to new systems and processes.

Technology Familiarization & Content Development

• Gain a working understanding of new systems, processes, and features to support training development.
• Translate technical and process information into easy-to-understand training materials.
• Create and update training content, including presentations, quick reference guides, e-learning modules, and step-by-step system walkthroughs.
• Maintain content updates as system changes are released through Agile increments.

Training Delivery & Facilitation

• Conduct training sessions across various formats, including onsite, virtual, instructor-led, and hands-on sessions.
• Support conference room pilots by coordinating logistics, gathering feedback, and documenting training considerations.
• Deliver train-the-trainer sessions to prepare internal SMEs for training their teams.
• Manage all training logistics, including scheduling, communications, room setup, virtual links, and equipment needs.

Subject Matter Expert (SME) Support

• Identify potential SMEs across departments and support their involvement in training activities.
• Prepare SMEs with materials, guidance, and expectations for their training roles.
• Coordinate SME contributions to ensure consistent and accurate training experiences.

Stakeholder Coordination & Project Alignment

• Partner with project teams, functional leads, SMEs, and external partners to ensure training alignment with system and process changes.
• Serve as a liaison between training, development teams, and Agile PODs to communicate training needs and updates.
• Participate in Agile ceremonies, including sprint reviews and demos, to understand training impacts and release timelines.
• Support alignment of training activities with the overall transformation roadmap.

Training Readiness, Assessment & Continuous Improvement

• Track and report training progress, completion rates, and readiness indicators.
• Upload and maintain training content in the Learning Management System (LMS).
• Gather feedback from training sessions, pilots, and learners to inform content improvements.
• Identify training risks (e.g., readiness gaps, environment issues, SME availability) and escalate as needed.
• Support training-related contributions to project status updates and readiness checkpoints.

Record Keeping & Administration

• Maintain accurate training records, attendance, tracked outcomes, and completion data.
• Coordinate system access needs for training environments and validate data availability for training exercises.
• Document lessons learned to guide future training cycles.
• Provide basic troubleshooting and technical support during training sessions.

Essential Functions:

Essential Job Function

% of Time on Function

Training Strategy, Coordination & Content Development - supporting training needs analysis, creating learning paths, developing materials

35%

Training Delivery & SME Support - facilitating sessions, supporting pilots, preparing SMEs

30%

Stakeholder Coordination & Agile Alignment - partnering with teams, coordinating with PODs, communicating training needs

20%

Assessment, LMS Management & Continuous Improvement - tracking readiness, gathering feedback, updating materials

15%

Total

100%

Job Requirements:

• Associate degree preferred, or equivalent combination of education and experience.
• 3-5 years of experience in training coordination or training delivery.
• Experience supporting training in a project, transformation, or change-heavy environment.
• Ability to learn new technologies quickly and translate concepts into practical learning materials.
• Strong facilitation skills for both large and small groups, in-person and virtual.
• Experience with LMS platforms, including uploading content and tracking completions.
• Strong organizational and project coordination skills with the ability to manage multiple tasks.
• Proficiency with MS Office Suite (Word, Excel, PowerPoint, Outlook).
• Comfortable working within Agile delivery environments, including adapting training materials for incremental releases.
• Experience supporting pilot sessions or user acceptance testing activities.
• Strong communication skills with the ability to simplify complex information.
• Collaborative work style with the ability to build relationships across teams.
• Articulate / Reach360 experience strongly preferred.
• Travel to support training activities as needed.

Minimum Physical Requirements:

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

This job description is intended to provide guidelines for job expectations and the employees ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Salary Range (Norwalk, CT): $68,966.38 - $91,955.17

Annual Bonus Potential: 5%

HomeServe USA is an equal opportunity employer.

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