Support Training Specialist

Here’s a summary of the role: Some people make training. You make people brilliant at their jobs. You already know that "click Next to continue" isn't learning. You've seen what AI can do to the way courses get built — and you're not waiting for permission to use it. You like the messy bit: turning a half-finished product spec, a noisy dashboard, and a channel of SME posts into something a brand-new team member can actually do on day one. If that sounds like a Tuesday well spent, keep reading. Here's a breakdown of what you'll do (not all of it — just the important stuff) Design, build, and ship scenario-based eLearning, sandbox practice, and live virtual sessions that get new team members confident and customer-ready, fast. Partner with SMEs, Support managers, Product, and Ops to turn new product releases and process changes into task-based learning the team will actually use. Use AI tools end-to-end in your authoring workflow - drafting, media, knowledge checks, localisation, QA - and help raise the bar for how the whole team works. Facilitate live sessions and coach internal SMEs to deliver their own (think peer-led communities of practice, not death-by-deck). Measure what matters — CSAT, QA, and time-to-productivity - and iterate based on what the data tells you, not what feels nice. Own your projects end-to-end: scoping, stakeholder wrangling, build, pilot, rollout, and the honest retro afterwards. These are the essentials you'll need to get an interview 3+ years as an Instructional Designer / Learning Experience Designer , ideally in SaaS, customer support, or technical enablement . Hands-on with eLearning authoring tools — Articulate, Rise 360, Storyline, Adobe Captivate, Camtasia — and comfortable in an LMS/LXP environment. A working portfolio that shows AI as part of how you build , not a buzzword on your CV — prompting, content generation, media, and a clear point of view on where AI helps and where it doesn't. Strong facilitation and presentation skills , virtual and in-person, with experience coaching others to deliver ("train-the-trainer" is your happy place). Solid grounding in adult learning principles, project management, and evaluation frameworks — and the ability to tie learning to business outcomes. Confident stakeholder management across technical, operational, and senior audiences — you can hold your ground and bring people with you. A curious, agile mindset — you challenge the status quo kindly, you ship, and you'd rather learn in public than wait for perfect. It would be great if you had these too — but we'll support you if you don't Experience designing for technical / GRC / governance, risk and compliance software. Video and multimedia production chops — editing, voiceover, light graphics. Familiarity with Salesforce Service Cloud workflows or other case management platforms. Exposure to peer-led learning, communities of practice , or certification programmes. Comfort working in Airtable, Confluence, and SharePoint as part of a globally distributed team. Experience with newer AI-native learning platforms (Sana, Synthesia, ElevenLabs, Bongo, or similar) and an interest in where the LMS world is heading next. About Us Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster. At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity. The future belongs to those who keep learning, and we are building it together. At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact. Learn more at diligent.com or follow us on LinkedIn and Facebook What Diligent Offers You Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few We have teams all over the world . We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney. Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding. Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney.  To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community. We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights . We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] . To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.