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Southwest Power Pool, Inc. logo
Company Name:
Approximate Salary:
Not Specified
Little Rock, Arkansas
United States
Position type:
Full Time
Experience level:
5+ years
Education level:
Bachelor's Degree

Performance Support Trainer


The Performance Support Trainer is responsible for the design, development and implementation of performance support tools for operations personnel and the development of other Operations Analysis & Performance Support (OAPS) staff.  A wide range of skills will be required including relevant industry experience, oral and written communication skills, presentation skills, an understanding of electronic performance support methods, as well as the ability to coordinate multiple tasks and deadlines in a fast-paced environment.  The ability to work with subject matter experts across the company and with member company employees is expected.  This position requires the ability to effectively work with people at various levels of knowledge and experience.  Adaptability and analytical skills are also required for the position.asdf Essential Functions:


  • Improve job performance among operations personnel by identifying competency gaps and the appropriate training and performance support necessary to minimize those gaps

  • Analyze performance deficiencies and determine which performance support tools will yield the most performance improvement for least time and cost invested

  • Identify patterns of mistakes or performance deficiencies and address with just-in-time performance support

  • Work with SPP operations personnel and operations management to conduct DIF analyses to determine training, process applications, and performance support priorities

  • Work with SPP operations personnel and operations management to develop comprehensive job tasks for each desk

  • Work with operations staff to develop training and performance support tools for complex technical processes


  • Provide job coaching

  • Provide consultation to operations management, ops personnel, and HR to facilitate career planning and qualifications training for operations personnel including On-the-Job training

  • Guide operations personnel through the NERC certification and recertification process

  • Facilitate meetings with operations personnel to assess performance needs, gaps, or deficiencies

Design and Delivery:

  • Deliver continuing education, just-in-time, and just-in-case performance support for operations personnel

  • Work with operations staff on the integration of new procedures, applications, and tools into the performance support framework

  • Provide training and competency assessment on new procedures, applications, and tools

  • Design learning experiences to meet the immediate and long-term needs of operations personnel, including but not limited to knowledge-based training, scenario-based training, simulation training, on-the-job training, and e-learning

  • Work with the Web Developer to design e-learning and performance support e-tools for operations personnel


  • Facilitate the involvement of operations SMEs and operations staff in performance support development and delivery

  • Facilitate Performance Support efforts with the Compliance department to ensure adherence to all NERC, FERC, and NAESB requirements

  • Act as the primary liaison between operations center leads, operations management, operations personnel, and trainers to facilitate progress toward the goal of Performance Support

  • Secure all needed support for Performance Support programs, including materials, facilities and subject matter experts

  • Lead the development of job task assessments for all desks

  • Lead the development of the desk qualifications program for each desk

  • Lead and develop other operations trainers, operations analysts, and performance support specialists to ensure seamless coordination of Operator-in-Training program, job shadowing, On-the-Job training, and job task assessments for each qualifying desk


  • Measure and monitor success of Operations Analysis and Performance Support programs for operations personnel

  • Assure the maintenance and accuracy of existing performance support programs

  • Lead the Design and development of authentic assessment tools for training sessions and performance support efforts that adhere to NERC Continuing Education requirements

  • Utilize assessment software to produce online performance measurement tools and reports

  • Measure and evaluate the success of learning and performance support programs through observational metrics and feedback from operations management and operations personnel

  • Input and maintain accurate and up-to-date operations records for NERC Continuing Education requirements


Education Requirements:

Bachelor’s degree in a technical, education/training or job-related field; Two (2) years of operations experience may be considered in lieu of education requirement

Experience Requirements:

  • Performance Support Trainer III - Six (6) years of job-related training experience in electric utility industry, equivalent training or performance support experience in electric utility operations environment

  • Sr. Performance Support Trainer – Eight (8) years of job-related training experience in electric utility industry, equivalent training or performance support experience in electric utility operations environment


  • NERC Operator Certification or the ability to obtain certification within twenty four (24) months of hire

  • In-depth knowledge of the operations of the Bulk Electric System

  • Deep understanding of the systematic approach to training, performance support, and job tasks analysis and assessment

  • Working knowledge of NERC Reliability Standards, SPP Criteria, SPP Market Protocols, the SPP OATT, and FERC regulatory orders of regional significance to SPP

  • Good organizational skills • Flexibility and the ability to function with constantly changing and multiple priorities

  • Use of sophisticated analytical electronic tools for each operations desk

  • Understanding of and compliance with SPP Policies and Procedures


  • Demonstrated understanding of Project Management Principles

  • Knowledge of the Western Electricity Coordinating Council (WECC) region

Physical Demands:

  • Job requires working at a computer for long periods of time

  • Job requires standing for long periods of time

Travel Requirement:

  • This position requires minimal travel (approximately 0-15%). Increased travel may be required for the initial startup of services.

Should you elect to apply for this position SPP will review your qualifications. If after reviewing the qualifications and experience of all applicants, your skills and credentials meet our needs, someone from our organization may contact you. Please be advised that the time required to complete the applicant review process typically takes between 30 and 90 days, but could extend beyond that. Once the position has been filled, all applicants will be notified via email.

Southwest Power Pool is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age or any other protected category.

 The Americans with Disabilities Act (ADA) defines “reasonable accommodation” as a change or adjustment to a job or work environment that allows a qualified individual with a disability to satisfactorily perform the essential functions of a particular job, and does not cause an undue hardship for the employer.  SPP adheres to the ADA and reasonable accommodations may be made to enable a qualified individual with a disability to perform the essential functions.


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