Technical Training Specialist

About the Role

We are hiring a Technical Training Specialist to write and maintain the technical training content our franchise network needs to operate Sylvan's proprietary systems. This role translates Sylvan's large technical footprint—including Sylvan Sync (our operations platform), MySylvan (our virtual tutoring platform), Hub (our CRM), its integrations with institutional partners and Bright Horizons, and a potential new CRM—into SOPs, user manuals, and process documentation that franchisees and staff can follow with confidence. The role is scoped to Sylvan-proprietary systems that complement platform-level systems.

Responsibilities

• Write and maintain technical SOPs, user manuals, and process documentation for Sylvan Sync, MySylvan, Vista, our CRM, and its integrations with institutional partners and Bright Horizons, plus a new CRM system if one is adopted.
• Partner directly with internal teams and vendors to convert system functionality and workflow changes into accurate, up-to-date training content.
• Review technical training content for accuracy before it is delivered or communicated to franchise owners.
• Serve as the administrator of Sylvan's LMS instance: manage course uploads, user accounts, enrollments, and permissions, and troubleshoot access issues for franchisees and staff.
• Conduct needs assessments focused on system and technology training gaps, working with the Senior Director to prioritize documentation as systems evolve.
• Develop supporting technical job aids, quick-reference guides, and process maps for system workflows.
• Monitor LMS data such as completion rates, engagement, and usage to identify where documentation needs revision.
• Coordinate with HR/L&D's technical writer to avoid duplicate documentation for systems or platforms shared across brands.

Qualifications

• Proven experience writing and maintaining technical SOPs, user manuals, and process documentation for complex systems.
• Ability to partner with internal teams and vendors to translate system functionality and workflow changes into accurate training content.
• Experience administering an LMS: managing course uploads, user accounts, enrollments, permissions, and troubleshooting access issues.
• Strong analytical skills to conduct needs assessments and prioritize documentation based on system changes.
• Proficiency in developing job aids, quick-reference guides, and process maps for technical workflows.
• Ability to analyze LMS data (e.g., completion rates, engagement) to identify areas for documentation improvement.
• Collaborative approach to avoid duplicate documentation for shared systems or platforms.

Benefits

• Paid bi-weekly
• Company-paid holidays
• Flexible paid time off
• Paid parental leave
• Multiple health care insurance plans covering medical, dental, prescription, vision, and employer HSA contributions
• Competitive 401(k) program with employer matching contributions
• Business casual dress code
• Positive work environment