Training Operations and Support Analyst

Training Operations and Support Analyst

Full-Time | Hybrid | Washington, D.C.

Cybervance is a rapidly growing information security and information technology company based in Washington, D.C. We are an equal opportunity employer.

Cybervance combines advanced cybersecurity expertise with proven federal contracting experience to deliver innovated, mission-focused solutions for U.S. Government agencies. We are committed to helping our partners achieve measurable improvements in security and resilience.

Job Description

We are seeking an intellectually curious, self-directed problem-solver with 3 years of experience who enjoys learning new technologies, takes initiative to figure things out, and thrives in a collaborative environment where adaptability, innovation, and teamwork are essential.

The Training Operations & Support Analyst is a versatile, hands-on member of Cybervance’s cybersecurity training team. The position supports course preparation, instructor and learner readiness, live event operations, troubleshooting coordination, training records, and continuous improvement across virtual and in-person programs. Working collaboratively with instructional design, technology, LMS, event management, and training operations colleagues, the analyst helps deliver reliable, professional training experiences and provides essential backup coverage during busy delivery periods or technology disruptions.

This position is hybrid with some in-person training events in the DMV area.

Responsibilities

Training readiness and coordination

• Own and update assigned delivery checklists, milestones, action trackers and readiness records.
• Verify course links, schedules, materials, rosters, facilitator resources, platform access instructions and documented contingencies.
• Coordinate routine facilitator practice sessions, readiness checks and logistical follow-up with team members.

Live training and first-line support

• Monitor assigned Webex or in-person training events and help troubleshoot common access, audio/video, materials or platform issues within approved procedures.
• Serve as a first-line contact for facilitators and learners; document incidents and escalate technical failures promptly to the appropriate specialist.
• Support participant communications, attendance tracking, event documentation and continuity measures during disruptions.

Events, platforms and documentation

• Assist with Webex event setup, announcements, registrations, learner communications and post-event reconciliation in coordination with event management.
• Support approved basic LMS course checks, user access validation and issue routing.
• Maintain current files, naming conventions, version control, SharePoint resources and the Training Command Center.

Testing, evaluation and reporting

• Help coordinate user testing, schedules, instructions, access and structured feedback.
• Test course links, user instructions and routine learner workflows; document defects and verify fixes with responsible owners.
• Collect and validate attendance, evaluation, assessment and delivery data; assist with AAR inputs, routine reports and Access database updates under review.

Teamwide improvement

• Identify repeatable workflow problems and help maintain checklists, templates, SOPs and job aids.
• Participate in cross-training and act as a trained backup for selected events, delivery and platform-support tasks.
• Contribute to shared course quality control, learner service, accessibility awareness and continuous improvement.

Skills and qualifications

• Excellent organizational skills, attention to detail, independent follow-through, and the ability to prioritize and manage multiple concurrent projects and training events.
• Strong written and verbal communication skills, with a calm, resourceful, and service-oriented approach to troubleshooting and problem-solving under pressure.
• Naturally inquisitive, proactive, and self-motivated, with a demonstrated ability to independently research, explore, and master unfamiliar technologies, tools, and processes.
• Ability to work independently, take ownership of assignments, and contribute effectively to a highly collaborative, fast-paced team.
• Proficiency with Microsoft 365, including SharePoint, Teams, Outlook, Word, Excel, and PowerPoint; familiarity with Webex or similar conferencing platforms, spreadsheets, and databases.
• Aptitude and enthusiasm for learning new technologies, including Learning Management Systems (LMS), cyber ranges, simulation platforms, and other digital training environments.
• Practical familiarity with AI-powered tools and a willingness to explore emerging AI capabilities, applying them responsibly and effectively to research, content development, data analysis, troubleshooting, and workflow improvement while maintaining appropriate security, privacy, and accuracy standards.
• Working familiarity with cybersecurity concepts and terminology, or a demonstrated ability and willingness to acquire this knowledge quickly. Advanced cybersecurity expertise is not required.
• Experience in training operations, program or project coordination, event management, or technical support preferred.
• Familiarity with federal government contracting environments, client expectations, and associated documentation and security requirements is a plus.
• Ability to meet the requirements for a federal Public Trust position.