Operational Training & Support Specialist

Job Summary

The Operational Training & Support Specialist is responsible for ensuring that Accounts Payable & Procurement Services maintains well-organized, consistent, and effective training programs across all functional areas. This role involves designing, developing, coordinating, and maintaining foundational training programs, including video-based content and live SME-led sessions. The Specialist works closely with subject matter experts to ensure all training materials reflect a unified tone, structure, and visual identity, and may provide support for training delivery when needed. They oversee the upkeep of training resources such as presentation templates, user guides, and FAQs, while contributing to documentation strategies that support audit readiness and institutional knowledge retention. This position plays a key role in departmental onboarding efforts and supports cross-functional initiatives by promoting internal process awareness, adoption, and alignment with system and compliance updates.

Essential Functions

• Collaborate with subject matter experts (SMEs) to plan and coordinate training across procurement and payables functions. Develop and maintain a standardized training framework, ensuring consistency in structure, delivery expectations, and learner experience. Conduct training needs assessments based on feedback, system updates, or changes in policy and procedure. Coordinate SME-led training while stepping in to deliver sessions as needed for new rollouts or general instruction.
• Partner with SMEs to ensure all training content maintains a consistent tone, look, and feel across the department. Develop and maintain a library of foundational video-based training modules for frequently used systems and procedures. Regularly update and manage job aids, FAQs, visual guides, and process documentation. Design and revise supporting materials such as process maps, walkthroughs, and reference tools. Support the development of documentation strategies that promote institutional knowledge retention and align with audit readiness needs.
• Assist with the development and coordination of mandatory training in response to policy updates, audit findings, or regulatory requirements. Facilitate collaboration between internal stakeholders and Human Resources to implement training modules through the Learning Management System. Track participation and completion rates and support documentation for audits or policy compliance reviews.
• Serve as a backup for team email boxes, helping triage incoming requests and categorize emails for appropriate routing. Use insights from mailbox inquiries to identify recurring knowledge gaps and inform future training strategies or process adjustments. Assist with maintaining documentation of inquiries and tracking common support themes.
• Support departmental operations by assisting in the onboarding of new staff, coordinating introductory training, and providing access to standardized resources. Participate in department-wide projects such as system upgrades, workflow redesign, or process improvement initiatives. Collaborate with the Systems or Compliance teams on rollout and reinforcement of process improvements and updates. Serve as a key resource for advancing training infrastructure and cross-functional collaboration.
• Other duties as assigned.

Required Qualifications

• Minimum of a bachelor's degree or the equivalent combination of education and work experience. (Please review the Equivalency Chart for additional information.)
• Minimum of 3 years of experience, including:
  
  
  
  
  • Coordinating and supporting multiple training initiatives.
  • Proven ability to execute the full training cycle, including needs assessment, instructional design, content development, delivery coordination, and evaluation.
  • Familiarity with learning management systems and web-based delivery tools.
  
  
  
  
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word); ability to format and maintain templates and instructional documents.

Preferred Qualifications

• Knowledge of Purchasing and Accounts Payable policies and systems, particularly in higher education settings, preferred.
• Experience working with administrative systems such as Ellucian's Banner, JPMC PaymentNet, SAP Ariba, and Concur preferred.
• Experience in a higher education or large-scale administrative environment preferred.
• Each member of the department is required to develop and exhibit high capabilities of emotional intelligence including, but not limited to, integrity, professional respect and empathy for their colleagues and customers, strong communication skills, extraordinary customer service, and a sense of duty and dedication to their work for Drexel University.
• Excellent analytical, verbal, and written communication skills with strong attention to detail.
• Ability to work independently and collaboratively in a fast-paced, service-oriented environment.

Physical Demands

• Typically sitting at a desk/table
• Lifting demands 25lbs

Location

• Hybrid/Flexible Work Arrangement

Additional Information
This position is classified as Exempt, grade K. Compensation for this grade ranges from $54,630.00 to $81,940.00 per year. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate's qualifications and experience, department budget, and an internal equity review.

Applicants are encouraged to explore the Professional Staff salary structure and Compensation Guidelines & Policies for more details on Drexel's compensation framework. For information about benefits, please review Drexel's Benefits Brochure.

Special Instructions to the Applicant
Please make sure you upload your CV/resume and cover letter when submitting your application.

A review of applicants will begin once a suitable candidate pool is identified.

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