Learning & Development Systems and Process Training Specialist at Modern Family Law. Responsible for training internal users on technology systems and improving operational processes.
Responsibilities
Design and deliver training programs, job aids, and quick-reference guides for all internal systems, operational processes, and policies, with a particular emphasis on Salesforce-based workflows and integrated applications.
Conduct live virtual training sessions and develop on-demand modules, including new-hire systems training, refresher courses, and targeted skill-building sessions.
Maintain a current knowledge base with step-by-step documentation, screenshots, and short video demonstrations.
Provide hands-on support to users adapting to new features, processes, workflows, or system changes.
Partner with Operations, IT, and other key stakeholders to remain informed about upcoming system updates, integrations, policy changes, and automation initiatives.
Collaborate with subject matter experts to gather process details and draft comprehensive Standard Operating Procedures for core business functions.
Translate technical updates into clear, user-friendly instructions and workflows for attorneys, paralegals, and support staff.
Develop and execute communication plans for firm-wide process changes to ensure all users know what’s changing, why it matters, and how to adapt.
Monitor adoption and identify training gaps or resistance points, then address them proactively.
Gather and analyze user feedback to refine training programs and recommend process improvements.
Support testing of new tools and features from a training perspective to ensure smooth launches.
Collaborate with L&D colleagues and relevant stakeholders to align tech/process training with core legal skills development for a seamless learning experience.
Requirements
3+ years of experience in Learning & Development, Technical Training, or Process Enablement (professional services or legal environment preferred).
Bachelor’s degree preferred.
Strong technical aptitude with the ability to quickly learn and teach complex software platforms.
Hands-on experience with Salesforce or similar enterprise CRM/workflow systems.
Proven ability to create clear and engaging instructional materials (e.g., step-by-step guides, video tutorials, job aids).
Excellent instructional design, presentation, and facilitation skills, with the ability to explain technical concepts to non-technical audiences.
Proficiency with tools such as LMS platforms, Microsoft Office/365, and screen-capture/video tools.
High level knowledge and experience working with the Microsoft Suite of products such as Word, Excel, PowerPoint; Adobe; and Zoom Conferencing Technology.
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