Organisation: Samarth eGov Department: Technical Support & Training

Experience:
Minimum 1 year of relevant experience Reporting To: Training Team Coordinator / Designated Team Lead 1. ROLE OVERVIEWSamarth eGov is seeking an experienced Technical Support & Training Content Developer to lead the documentation and training content development for assigned applications and modules. The role requires the ability to independently understand complex application workflows, coordinate with Product/Module Heads and Developers, and translate technical and functional information into structured, user-friendly learning resources. The selected candidate will be responsible for developing Application-level training courses, maintaining documentation accuracy, supporting LMS implementation, and contributing to the development of a technically informed support workforce capable of assisting universities and resolving application-related queries. 2.

KEY RESPONSIBILITIES
A. Application Analysis and Stakeholder Coordination
• Coordinate with Product/Module Heads, Lead Developers, and relevant stakeholders to understand application architecture at a functional level, features, user roles, workflows, and operational procedures.
• Conduct structured application walkthroughs and knowledge-transfer sessions.
• Independently analyse end-to-end workflows, identify dependencies, and clarify functional gaps or inconsistencies with the relevant teams.
• Maintain clear records of application behaviour, process requirements, and stakeholder clarifications. B. Training Content Strategy and Development
• Develop comprehensive application-level training courses, including course outlines, learning objectives, chapters, and instructional sequences.
• Prepare high-quality user manuals, step-by-step guides, SOPs, workflow documentation, and troubleshooting references.
• Translate complex technical and functional concepts into simple, actionable instructions for university users and support personnel.
• Establish logical content structures that promote consistency, reusability, and ease of navigation across applications.
• Ensure all documentation follows approved templates, terminology, formatting, and quality standards. C. Workflow Documentation and Process Mapping
• Document complete application workflows, including prerequisites, user actions, system responses, exceptions, and expected outcomes.
• Identify critical workflows and common operational errors that require dedicated instructional material.
• Validate documented workflows against actual application behaviour and obtain confirmation from the relevant stakeholders.
• Maintain workflow documentation as applications evolve. D. Instructional Video Planning and Production Coordination
• Develop video scripts, storyboards, and demonstration plans for significant application features and workflows.
• Record application walkthroughs and demonstrations where required.
• Coordinate with the Video Editor to ensure videos are technically accurate, logically structured, and aligned with approved course material.
• Review edited videos for instructional clarity, accuracy, consistency, and completeness. E. Assessment Development
• Design application-specific assessment banks, including multiple-choice, scenario-based, and workflow-based questions.
• Ensure assessments test practical understanding, decision-making, and the correct execution of application processes.




• Map questions to course learning objectives and validate their accuracy against the approved content.
• Review assessment feedback and update questions where necessary. F. LMS Course Development and Implementation
• Configure and organise application-level courses on the designated LMS.
• Structure content into appropriate courses, chapters, lessons, videos, and assessments.
• Verify course navigation, content accessibility, sequencing, and assessment functionality.
• Coordinate course reviews, incorporate feedback, and prepare final versions for approval and publication. G. Quality Assurance and Content Maintenance
• Review training material for functional accuracy, completeness, readability, and consistency.
• Maintain version history and update documentation following application enhancements or workflow changes.
• Coordinate with module owners and developers to validate revised content.
• Identify gaps in existing training resources and recommend improvements. H. Technical Support Readiness and Knowledge Management
• Develop troubleshooting guides, FAQs, and reference material to support common application-related queries.
• Identify recurring user difficulties and convert relevant findings into training resources.
• Organise approved content into a centralised, searchable knowledge repository.
• Contribute to the gradual development of a trained technical support workforce through structured knowledge sharing and peer learning. I. Progress Tracking and Coordination
• Maintain the course development tracker for assigned applications, including milestones, dependencies, review status, and pending approvals.
• Provide periodic progress updates and flag delays, resource requirements, and unresolved stakeholder dependencies.
• Coordinate with junior team members to share application knowledge and review assigned deliverables where required. 3. KEY RESULT AREAS (KRAs)1. Application Analysis Expected Outcome: Develop a thorough functional understanding of assigned applications and independently identify key workflows and dependencies. 2. Course Development Expected Outcome: Deliver complete, structured, application-wise training courses aligned with approved learning objectives. 3. Documentation Quality Expected Outcome: Produce accurate user guides, SOPs, workflow documents, and troubleshooting references. 4. Stakeholder Coordination Expected Outcome: Obtain timely clarifications and functional validation from Product/Module Heads and Developers. 5. Video and Assessment Development Expected Outcome: Deliver validated scripts, demonstration plans, and application-specific assessment banks. 6. LMS Implementation Expected Outcome: Configure complete courses with properly organised lessons, videos, and assessments. 7. Quality Assurance Expected Outcome: Ensure content accuracy, consistency, version control, and incorporation of review feedback. 8. Technical Support Readiness Expected Outcome: Develop practical knowledge resources that support future user assistance and issue resolution. 9.



Delivery and Reporting Expected Outcome: Meet agreed milestones and maintain accurate progress and dependency tracking. 4. EDUCATIONAL QUALIFICATIONS
• Bachelor's degree in Computer Applications, Computer Science, Information Technology, or a related discipline is preferred.
• Candidates from other disciplines may be considered if they possess relevant experience in technical documentation, application training, or software support. 5. REQUIRED EXPERIENCE
• Minimum 1 year of relevant professional experience in technical documentation, software training, application support, instructional content development, or a related field.
• Demonstrated ability to understand software applications and convert workflows into structured documentation.
• Experience coordinating with technical teams, subject matter experts, or application stakeholders.
• Practical experience preparing user guides, SOPs, training presentations, or instructional material. 6. REQUIRED SKILLS AND COMPETENCIES
• Technical Understanding: Ability to understand web applications, user roles, forms, permissions, workflows, and system behaviour.
• Documentation Excellence: Strong writing, editing, proofreading, and information-structuring skills.
• Analytical Ability: Capability to analyse multi-step workflows, identify dependencies, and document exceptions.
• Stakeholder Management: Confidence in conducting knowledge-transfer sessions, asking relevant questions, and obtaining functional clarifications.
• Instructional Design: Ability to structure content according to learner needs and defined learning objectives.
• LMS Proficiency: Ability to organise courses, lessons, assessments, and multimedia resources within an LMS.
• Quality Orientation: Strong attention to detail and commitment to functional accuracy and standardisation.
• Coordination and Ownership: Ability to manage assigned deliverables independently, prioritise tasks, and meet deadlines.
• Communication: Strong written and verbal communication skills, with the ability to explain application processes to non-technical users. 7. PREFERRED SKILLS
• Experience with Frappe LMS or another Learning Management System.
• Familiarity with screen recording, video scripting, and instructional video production workflows.
• Experience creating assessment banks, process maps, FAQs, and troubleshooting guides.
• Basic understanding of databases, APIs, software development lifecycles, or web technologies.
• Experience in enterprise software, ERP systems, e-governance platforms, or higher-education administration systems.
• Experience mentoring junior team members or reviewing technical documentation. 8. PERFORMANCE EVALUATIONPerformance will be assessed against the following parameters:
• Completeness, accuracy, and quality of assigned application courses.
• Ability to independently analyse workflows and resolve documentation gaps through stakeholder coordination.
• Timely delivery of course outlines, documentation, videos, assessments, and LMS implementations.
• Quality of functional validation and incorporation of stakeholder feedback.
• Consistency with organisational templates and training standards.
• Effectiveness of knowledge resources in preparing users and support personnel.
• Reliability of progress reporting, version control, and content maintenance. Kindly fill out this form: https://forms.gle/HPdTECpitfsREfU37

📌 Technical Support (New Delhi)
🏢 Samarth eGov
📍 New Delhi