Instructional Designer I

Iconma, L.L.C. College Park , GA 30337

Posted 6 months ago

Instructional Designer I

Location: College Park, GA

Duration: 1 year


Position Description

The Central Technical Operations Learning and Development team's mission is to provide effective education solutions to Tech Ops teams and vendors to support an exceptional customer experience and optimal network performance. Our team scopes requirements, identifies and develops solutions, integrates learning and job tools, operates Learning Management Systems, delivers training solutions, and reports learning data and analytics. We are looking for a motivated, highly skilled Instructional Designer (ID) with Technical Writing skills to join our efforts and focus primarily on creating and maintaining training content for our teams.

You will partner with IDs and Knowledge Base (KB) Specialists, other technical writers, and the broader organization to update content and process internal documentation. This will involve the creation and maintenance of SEO-friendly internal messaging in the KB, which provides frontline support across phone, chat, email and in-person support channels. You will ensure the accuracy and the timely updating of internal documentation, working with a variety of cross-functional stakeholders to ensure that all content meets the highest standards.

You're passionate about creating the best customer experience possible through the design and maintenance of effective content. You use applied reasoning and strong analytical skills to be an advocate for creating improvements in messaging and documentation. You're sensitive to the needs both of customers and of the users of internal documentation and can predict how they may use your writing.

When carrying out the responsibilities of the role, you will inspire frontline technicians to draw from their training, critical thinking skills, and knowledge resources to provide outstanding support across all channels of customer communication. This will include cultivating a positive and open culture within the wider team, being comfortable with a fast-paced working environment and with giving and receiving constructive feedback.

This candidate will:

Take ownership of the production of education materials to ensure quality deliverables.

Work closely with Instructional Designer, Knowledge Base Specialists, and SMEs to develop effective training material.

Be fluent in current and emerging adult learning theory and how it is put into practice in corporate learning.

Consult with Instructional Designers on appropriate learning solutions.

Create learning solutions for multiple delivery methods including instructor-led, hands-on lab sessions, web-based, and blended instruction.

Design and develop learning solutions in a variety of formats, including but not limited to elearning, job aid documents, simple websites, facilitated classroom training, videos, presentations, and lesson plans

Record and edit screencasts, video and audio content to integrate in learning solutions

Write scripts, create storyboards, and work more closely with SMEs throughout training project lifecycle as needed

Work with Instructional Designer to understand training needs and deliverables

Work with Instructional Designer and subject matter experts to gather and validate content

Scope changes to and update existing training material when necessary

Research, write, and maintain high-quality learning production process documentation

Develop self-help guides, consultation templates, and codification of learning production processes

Shepherd your new and updated content through the review/revise processes

Manage the timely production, publication, and localization process for your documentation - often tied to production changes

Help Instructional Designer with other related tasks, as needed


2+ years of instructional design experience
2+ years relevant work experience, particularly documenting processes, standards, and guidelines
2+ years' experience working in knowledge management systems to develop content (internal or external facing), including articles, standard responses, operating procedures, and training modules
2+ years of experience with eLearning tools such as Adobe Captivate, Articulate, Camtasia, Lectora, or Storyline gSuites including Google Docs, Slides, Drive, and Sheets Graphic design and media asset production such as SnagIt, Photoshop or Illustrator

Strong graphic design skills in a style that fits the Google Fiber brand Able to learn new technologies and design approaches quickly

Flexible to iterate when faced with changing priorities and requirements

Ability to evaluate information problems in order to recommend the best possible solutions

Able to manage multiple projects simultaneously and work under ambitious timeframes in a fast paced, high-pressure environment while maintaining high quality of deliverables Effective communicator both written and verbally, comfortable presenting to audiences, including senior personnel Ability to compile complex information from disparate sources and present it in an understandable and actionable visual format

Ability to write concise copy and optimize text for digital learning

Analytical and highly organized mindset coupled with the ability to graphically communicate ideas and information


Training facilitation experience Bachelor's Degree in Instructional Design, Graphic Design or Elearning Information design/Information architecture to organize and deliver web-based resources Experience with SmartBuilder or Flash Experience with creating video specifically for learning solutions Experience with animation and post-production skills: Flash or After-Effects Web design and development experience: HTML5, CSS3 and Javascript Consulting with senior stakeholders on learning solutions and formats Experience working with Content Management Systems and Learning Management Systems Experience deploying the Experience API (xAPI) across learning offerings Experience in a consulting environment (design or marketing) preferred with a proven customer-centric attitude and personality Customer service or call center experience Telecom or ISP experience

Per HM - instructional designer role, but candidate must have technical writing experience as well. Please read job description carefully.

Skill Matrix:

Skill Name: Instructional Design

Level: 5

Years: 0-3 Years

Mandatory (Yes/No): Yes

Description: Create learning solutions for multiple delivery methods including instructor-led, hands-on lab sessions, web-based, and blended instruction.

Skill Name: Technical Writing

Level: 3

Years: 0-3 Years

Mandatory (Yes/No): Yes

Description: Experience with documenting processes, standards, and guidelines to develop content (internal or external facing), including articles, standard responses, operating procedures, and training modules

As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.

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Instructional Designer I

Iconma, L.L.C.