Technical Instructional Designer
at Canine Companions for Independence

The Technical Instructional Designer is responsible for training users on the organization’s Salesforce instance, full suite of Microsoft 365 products, and other internal technologies. This position will be expected to conduct live training sessions, create learning guides, and synthesize end-user feedback for business process optimization. This position provides day-to-day technical assistance as well as owns user adoption goals.   

Key Responsibilities   

1. Training Design & Development: Develop and refine training curriculum that is inclusive, accessible, and flexible to end-user learning styles: in-person, virtual, interactive, group setting, and one-on-one.  
2. Training Facilitation: Build scalable training plan that accommodates growing user base (300+ users) and wide variety of user personas and technical skill levels. Deliver user training on organization’s Salesforce instance and Microsoft tools, explaining custom settings, automations, app integrations, and new features. Ensure all new hires complete Salesforce and Microsoft training as appropriate for their role, partnering closely with Human Resources to provide a seamless onboarding experience.    
3. Content Creation & Knowledge Management: Create knowledge base content ranging from Salesforce data model fundamentals to advanced technical explanations of custom applications, and Microsoft beginner-to-advanced courses. Content should be creative and delivered in multiple formats, such as written articles, captioned videos, learning modules, etc. Manage, refresh, and administer organization’s technology knowledge base SharePoint Site. Produce quick guides and short videos for new tools deployed by Technology Team, such as single sign-on activation and Salesforce configuration releases.  
4. End User Support: Respond to end-user requests, working directly with users to identify knowledge gaps, provide guidance within Service Level Agreements, and uphold department’s quality of service. Provide continuous feedback to team about feature adoption and pain points, offering lessons learned from the customer-first mindset.  
5. Technology Implementation Support: Assist with user-facing components of technology implementation, such as end-user requirements gathering, user acceptance testing, and go-live user support. Actively participate in pre-deployment testing to ensure seamless training and maximum adoption.  
6. Evaluation & Reporting: Measure training effectiveness via surveys and data analysis, regularly reporting results to executive team with detailed plans for new and improved deliverables.  

Qualifications   

To be successful in this role, candidates should possess the following:  

Must Have:   

1. Experience leading technical training sessions, providing end-user support and producing reusable resources  
2. Outstanding time and work management skills. A self-starter who can adapt to changing priorities, is able to assess capacity and bandwidth, and holds themselves accountable to deadlines  
3. Excellent verbal, and written communication skills. This position will interact with staff, vendors, and other contacts via multiple channels: email, phone, video call, in-person, and organization-wide SharePoint Posts  
4. Commitment to delivering high-quality work products while managing multiple tasks at once, never compromising attention to detail or customer-first philosophy  
5. Ability to maintain confidential information  
6. Ability to quickly learn and internalize new technology products and convert learnings into easy-to consume training materials  
7. Minimum 2 years of technical instruction. Experience with: 
8. Salesforce NPSP and Experience Cloud  
9. Microsoft 365  
10. Login security products (single sign-on products, multi-factor authentication)  
11. HRMS systems  
12. Fundraising platforms such as Qgiv  

Nice to Have:   

1. Bachelor’s degree in an applicable or related field (Information Systems, Information Technology, Computer Science, Data Science), or a combination of education/experience from which comparable knowledge and skills are acquired.
2. Salesforce Administrator certification and Microsoft Office Specialist Expert preferred. Salesforce Advanced Administrator, Salesforce Platform App Builder, and/or Salesforce Platform Developer I certification a plus.  

Compensation  

1. Salary Range: $80,000-$85,000 annually
2. Comprehensive benefits package that supports your health, well-being, and future—including employer-paid medical, dental, and vision coverage, 403(b) retirement plan with employer match, generous paid time off, paid volunteer hours, and access to a robust employee assistance program
3. Schedule: Full-Time 
4. Occasional travel (25%)

Inclusion and Diversity Commitment   

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions.   

The base salary range above represents the low and high of the range for this position. Actual salaries will vary and may be above or below the range based on various factors, including but not limited to location, experience, and performance. The range listed is just one component of the total compensation package for employees.  

Pursuant to local Fair Chance Ordinances, we will consider for employment qualified applicants with arrest and conviction records.  

Accommodation Request  

If you need accommodations during the interview process, please let us know. We are committed to ensuring all applicants have equal access to the opportunity to succeed.