ATIS User Support Functional SME

Overview

The ATIS User Support Functional Subject Matter Expert (SME) provides expert-level functional and operational support to end-users of the Army Training Information System (ATIS). This role is responsible for ensuring a smooth user experience by translating complex system functions into accessible workflows, supporting training activities, and driving the adoption of new features through user feedback, demonstrations, documentation, and collaboration with development teams.

Responsibilities

Responsibilities

• Serve as the primary functional liaison between end users and the ATIS program teams, ensuring user needs and feedback are accurately communicated to developers and stakeholders.
• Collaborate with the ATIS User Adoption and Engagement SME/planner to implement strategies on the User Support Team
• Support Tier 2/3 operations to resolve complex user issues, working with the help desk, testing, and development teams as needed.
• Lead and support user engagement activities including system demonstrations, training sessions, and feedback forums.
• Create, review, and maintain functional documentation such as user guides, quick reference materials, standard operating procedures (SOPs), and knowledge base articles.
• Analyze user behaviors and challenges to identify opportunities for process improvements or feature enhancements.
• Participate in user acceptance testing (UAT) to validate new functionality meets user needs and operational requirements.
• Support organizational change management (OCM) and training initiatives to promote system adoption and user readiness.
• Monitor support metrics and user feedback to identify trends, pain points, and opportunities to improve user satisfaction.
• Collaborate with cross-functional teams including UX, testing, training, product owners, and developers to ensure user-focused delivery.

Qualifications

Required Qualifications

• Bachelor’s degree and 8+ years of experience supporting enterprise-level systems, preferably for a DoD client. (Education can be substituted with additional experience.)
• Strong understanding of Army training business processes, policies, and end-user needs.
• Proven experience in user support, functional analysis, training, or change management roles.
• Experience with agile software practices and user-centered design.
• Excellent written and verbal communication skills with the ability to translate technical concepts into user-friendly language.
• Comfortable leading training sessions, demos, and user support meetings.
• Proficient in Microsoft Office Suite, including SharePoint and Teams.
• Must be able to travel to PI Planning in Virginia once per quarter.
• Must be able to obtain SECRET level clearance.

Preferred Qualifications

• Experience with ATIS or legacy Army training systems (e.g., DTMS, ATRRS, RFMSS, etc.)
• SAFe Agile certification or equivalent agile delivery experience.
• Familiarity with GitLab, Jira, Confluence, or similar agile project tools.
• Experience authoring technical or user documentation.
• Familiarity with the Army's Organizational Change Management (OCM) processes.