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 RESPONSIBILITIESA. 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 important 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: Solid 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 & Training Content Developer – Experienced (New Delhi)
🏢 Samarth eGov
📍 New Delhi