Training & Support Associate

We are searching for a capable and adaptable Training & Support Associate to support the successful implementation and adoption of a digital transformation initiative. Reporting to the Training & Support Lead, the postholder combines business process understanding, end-user training, and functional support to help users confidently adopt and effectively use a new digital platform.

The role spans facilitating stakeholder workshops and process mapping, delivering training and change-adoption support, and providing ongoing functional guidance and issue resolution. The Associate also contributes to a centralized service function, supporting coordination of the technical team responsible for day-to-day IT infrastructure while ensuring end users receive high-quality functional assistance.

Key Responsibilities

• Develop a comprehensive understanding of the digital platform, its business processes, workflows, and functional capabilities.

• Represent the initiative in workshops, technical committees, meetings, and cross-functional activities, acting as a key advocate for successful adoption of the solution.

• Facilitate workshops with business stakeholders to understand operational processes and support their effective mapping and optimization within the digital system.

• Deliver training sessions and presentations to end users, explaining system functionality, business workflows, and the rationale behind process design.

• Support user acceptance testing (UAT), validation activities, and the rollout of new features, enhancements, and system updates.

• Serve as the primary point of contact for functional questions, providing guidance and helping users effectively utilize the system.

• Provide first- and second-line functional support, troubleshooting issues and assisting users with day-to-day operational challenges.

• Coordinate with functional and technical support teams to ensure incidents and service requests are assigned, escalated, and resolved within agreed service levels.

• Record, monitor, and follow up on incidents and service requests, keeping users informed of progress and expected resolution timelines.

• Identify recurring issues, user feedback, and process bottlenecks, recommending improvements to system functionality, business processes, and user experience.

• Promote best practices and standardized use of the digital platform across the organization.

• Support change management activities during system implementations, process improvements, and organizational transitions.

• Coordinate the day-to-day activities of the technical support team responsible for end-user devices, network infrastructure, and operational IT support.

• Maintain confidentiality and ensure compliance with organizational policies, information security standards, and data protection requirements.

Qualifications & Requirements

Educational Background
Candidates from all academic backgrounds are encouraged to apply. A Bachelor's degree or Diploma in one of the following fields is preferred:

• Information Technology, Computer Science, or Software Engineering

• Business Informatics, Business Administration, or Management

• Education, Psychology, Communications, or Media

Experience

• 2–5 years of experience delivering training, facilitating workshops, or implementing capacity-building programs is desirable but not required.

• Experience establishing centralized IT service management (ITSM) platforms is considered an advantage.

• Experience training users on newly introduced digitization systems and workflows is an advantage.

Skills & Competencies

• Strong communication skills, with the ability to explain technical concepts to non-technical users.

• Excellent presentation and training skills, including classroom and hands-on practical facilitation.

• Strong troubleshooting and analytical problem-solving abilities.

• Ability to prioritize multiple support requests in a fast-paced environment.

• Good documentation and report-writing skills.

• High level of professionalism, accountability, and attention to detail.

• Strong digital literacy — confident using computers, scanners, printers, and troubleshooting technical issues.

• A fast learner who adapts easily to change, with a commitment to continuous learning and service improvement.

Language Requirements

• Kurdish (Sorani) — Required, must be fluent

• English — Required

• Kurdish Kurmanji — Desired

• Arabic — Desired