Create, edit, and revise customer service representative (CSR) scripts and reference materials to promote knowledge of the Marketplace programs. Assist internal partners to ensure accurate responses are provided by call center service representatives to Marketplace beneficiaries and their caregivers and consumers seeking health insurance. Research and analyze policy changes and update content to comply with new policy and regulatory guidelines. Designs, creates and delivers training in accordance with programs/projects use of the ADDIE system of training. May be a specialist in one or more stages of ADDIE (Analyst, Designer, Developer, Implementer, or Evaluator). * Partners with managers and subject-matter experts (SME) to guide and direct support for the development of training plans, identify learning objectives for courses, and to identify and/or obtain sources of information for development of course material. * Gathers information from application functional analysts, application owners, and/or subject matter experts to update lesson plans, practical exercises, learning objectives, handouts, and other materials. * Establishes and maintains the connectivity of interactive online training via Microsoft Lync or similar technologies. Trouble shoots network issues with the assistance of onsite and ASM network engineers. * Develops instructional materials such as lesson plans/curriculum, SOPs, learning objectives, user and instructor guides, handouts, practical exercises, and other necessary materials that are effective in assisting customer personnel and contractors attain the skills they require. * Facilitates training on a variety of IT applications and customer processes in team or independent settings. * Is prepared to deliver training outside of the normal working hours to meet customer scheduling needs. * Actively participates in peer review sessions and offers constructive comment with the intent of improving the team's products and services. * Supports and promotes team ideas and initiatives that contribute to the success of the customer program/project. * Participates in the identification, execution, and evaluation projects to advance the appropriate uses of technology-enhanced learning, including simulation, augmented reality, online modalities, active learning, app-based learning, etc. Minimum Qualifications Bachelor's degree in Education, Instructional Design, Instructional Technology, or equivalent relevant work experience. 5-10 years of experience developing and delivering training courses to a variety of audiences. Expertise in adult education principles and ADDIE development methodology. Proficiency in Adobe Captivate, Articulate 360, Adobe Creative Suite and Microsoft Office. Excellent interviewing and written and oral communication skills. Plain Language Act and ADDIE development methodology required. Marketplace program experience strongly desired. Call center experience strongly desired * Knowledge of e-Learning development software such as Adobe Connect, Articulate, HTML, Flash, Camtasia, Captivate, Adobe Presenter, or other authoring tools, web conferencing software, etc. * Familiar with 508 accessibility requirements