Training, User Support & Adoption Lead

Position Description

Valiant Solutions is seeking an Training, User Support & Adoption Lead to join our rapidly growing and innovative team!

The Training, User Support & Adoption Lead is responsible for preparing AirHub users to successfully transition to and adopt the new platform. This individual leads user readiness, training, knowledge management, onboarding, functional user support, and adoption activities throughout UAT, Beta, Production rollout, and stabilization.

The role works closely with EPA business lines, Product, Quality Engineering, Communications, and external stakeholders to ensure users understand new processes and functionality, receive appropriate training and support, and have an effective mechanism for obtaining assistance and providing feedback throughout implementation.

Named one of the Best Places to Work in the Washington DC area for 12 consecutive years, Valiant is proud of our employee-centric culture and commitment to excellence. If you are interested in learning more about Valiant and this opportunity, we invite you to apply now!

Location: This position allows for 100% remote work. Remote work requires a high level of trust in our employees, and we strictly adhere to the details outlined in our Remote Work Policy below. 

Eligibility: Must be legally authorized to work in the United States and able to obtain and maintain a Public Trust clearance.

Required Experience

• 10+ years of experience in enterprise training, user adoption, user support, organizational readiness, or technology implementation.
• Demonstrated experience developing and executing training and user-readiness strategies for large technology implementations.
• Strong instructional design experience and knowledge of adult learning principles.
• Experience developing role-based curricula, user guides, job aids, knowledge articles, videos, and other training/support materials.
• Experience delivering instructor-led, virtual, and self-service training to diverse user populations.
• Experience establishing or managing functional user-support models, including intake, triage, escalation, knowledge management, and Tier 1/2 support.
• Experience supporting users during UAT, pilots/Beta releases, production rollout, and post-production stabilization.
• Experience measuring training effectiveness, user readiness, support trends, and technology adoption.
• Strong understanding of the relationship between user support, Product, Quality Engineering, and defect management.
• Experience supporting geographically dispersed internal and external stakeholder communities.
• Experience supporting Federal technology implementations preferred.
• Excellent facilitation, written communication, presentation, stakeholder engagement, and customer-service skills.

Responsibilities

• Develop and execute the AirHub training, user readiness, support, and adoption strategy.
• Develop role-based training plans and learning paths for EPA and external user communities.
• Develop and deliver instructor-led, virtual, and self-service training.
• Create and maintain user guides, job aids, FAQs, videos, knowledge articles, and other user-support materials.
• Coordinate user onboarding and readiness activities for Beta and Production releases.
• Support UAT participants from a user-readiness perspective, including orientation, training, instructions, office hours, and functional assistance.
• Establish the AirHub user-support model, including intake, triage, escalation, and resolution processes.
• Provide or coordinate Tier 1 and Tier 2 functional user support.
• Triage user-reported issues to distinguish user questions, data issues, access issues, and potential system defects and route them to the appropriate team.
• Establish and maintain a user-facing knowledge base and known-issues information.
• Conduct office hours and other enhanced rollout support during Beta and Production implementation.
• Coordinate user hypercare during major releases and transition users into the long-term support model.
• Monitor support trends, user feedback, training effectiveness, and adoption barriers.
• Identify recurring issues and provide feedback to Product regarding potential usability improvements and enhancement needs.
• Develop and monitor user-readiness, training, support, and adoption metrics.
• Partner with the Communications Lead on user-facing implementation communications and awareness activities.

About Valiant Solutions

Valiant Solutions delivers cybersecurity and IT services to federal civilian, defense, and national security customers nationwide. We support the full cyber lifecycle, from secure system design and accreditation through AI-enabled operations, threat emulation, and continuous improvement, across classified and unclassified environments. Our work is independently certified for quality and security, including CMMI, CMMC, and ISO certifications.

Valiant is a multi-year Washington Business Journal Best Places to Work winner, and our growth and cyber leadership have been recognized by Washington Technology, Northern Virginia Technology Council, and the Triangle Business Journal. We offer strong benefits, rewards for earning industry certifications, and room to grow your career as we grow. Headquartered in McLean, Virginia, our distributed workforce supports customers from coast to coast. We go where the stakes are highest, and the margin for error is zero. If you want meaningful work alongside talented professionals, apply today.

Benefits Snapshot

Valiant takes care of the people who support our customers, with real choices in coverage and real investment in your career. Eligible full-time employees receive:

• A choice of medical plans, from an affordable HSA option to a full-featured PPO, with generous company contributions
• Dental and vision coverage for you and your family
• Company-paid life, short-term disability, and long-term disability insurance
• Optional supplemental life, accident, and critical illness coverage to round out your protection
• 401(k) retirement plan with company match
• Paid time off that grows with your years of service, plus paid federal holidays
• Paid certifications, professional development, and the Valiant University training portal
• Flexible spending accounts and a wellness and fitness program
• Referral bonuses when you help us bring great people to Valiant

Benefit eligibility and plan details are subject to the terms of each plan and may change from time to time.

The anticipated salary range for this position is $120,000 to $140,000. This range reflects Valiant Solutions' good-faith estimate of the base salary reasonably expected for this position upon hire, at the time of posting. The range has been established based on the scope of the role, market rates, and internal equity. Where a candidate falls within the posted range will depend on job-related factors, including relevant skills, experience, qualifications, achievements, education, geographic location, applicable security clearance requirements, additional corporate responsibilities, and other legitimate, non-discriminatory business considerations. The posted range does not guarantee an offer at any particular salary. In addition to base salary, this position includes the benefits described above. 

Remote Work Policy (Remote and Hybrid Positions Only)

Remote work necessitates a high level of trust in our employees. To ensure that employee performance does not suffer in a remote work environment, all employees who telecommute are expected to have a quiet and distraction-free workspace with adequate internet, dedicate their full attention and availability to their job duties during working hours, and maintain a schedule during core business hours that aligns with those of their coworkers and Valiant's clients. In alignment with Valiant's inclusive and engaging environment, cameras are encouraged and can be required to be on during virtual video conferences. Additionally, in alignment with the Office of the Inspector General’s effort to eliminate conflicting employment, all Valiant employees are required to disclose any current or future outside employment engagements. During onboarding and throughout employment, employees must disclose any current activities or intent to engage in outside employment or other professional activities and obtain written approval.  Employees may not solicit or conduct any outside business during core business hours for Valiant Solutions and our clients.

Equal Employment Opportunity

Valiant Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, marital status, protected veteran status, or any other characteristic protected by federal, state, or local law. Valiant Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation during the application or hiring process, please contact [email protected].

Physical Demands

Sitting or standing at a desk for prolonged periods and consistently operating a computer. Frequent communication and exchanging of accurate information via electronic communication, phones, and in person. Occasionally lift and/or move moderate amounts of weight, typically less than 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Authorization to Share Resume and Personal Information

By submitting your resume for this position, you authorize Valiant Solutions to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates, and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education, and experience. Should Valiant Solutions or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

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