JOB SUMMARY
Act as subject matter expert for assigned products, providing support for client operations related to end user instructional design, development, delivery and related maintenance activities. Works to ensure that product service levels are met to gather and analyze user-experience information, build curriculum and courseware, and coordinate execution through entirety of the project lifecycle. Ensure commitments are delivered on time, within scope, to budget and to required quality standards. Proactively work with project team and stakeholders to ensure solutions are delivered in a manner that achieves business/contractual obligations and solidify client/key stakeholder satisfaction and needs.
JOB RESPONSIBILITIES
- Coordinates product’s related training activities across architecture, engineering, support, development and the client (as appropriate) to ensure service levels are met
- Coordinates and drives compliance with change control policies and processes across all products
- Provides training-related production support for internal and client use of the product
- Facilitates client case management that relates to training across functional teams for product
- Performs training-related technical application configuration and configure /run reports at user request; Researches product behavior
- Maintains/Creates user documentation based on standard operating procedures in support of the assigned application and/or client account
- Reviews operational documentation periodically for accuracy and effectiveness
- Own the training-support relationship for assigned products, acting as point of escalation
- Facilitates cross training on operational teams working with support and engineering leads
- Leads the training delivery for a workstream- clinical, custom services, integration
- Contributes to internal solution store – innovates ideas and solutions to address client needs and product limitations
- Lead projects independently and ensure all deliverables are met
- Mentor/train new hires across functional teams for product
- Completes all required Training and educational requirements
Academic and Professional Qualifications:
- BA or BS degree preferred or other relevant combination of training and experience
- 5+ years expert level experience in user training development and delivery · Knowledge of healthcare and related applications
- Excellent communications and interpersonal skills
- 10+ years expert level experience in technical support, analysis, project management, or related functions
- PMP or similar project management certification preferred
