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 ch