• Master the assigned application/s as well as specific workflows related to the use of the application/s.
• Use combined knowledge of workflows and the assigned application, to assess current process and information needs. Participate in workflow design improvement and system build of assigned software system (s). Build, test and maintain training environment for the assigned application (s).
• Provide training for application installs, upgrades/updates, and ongoing user training and support.
• Design courses and prepare materials using instructional design principles and methods that are consistent with adult learning principles. Maintain documentation per department protocol.
• Demonstrate and mentor others in effective presentation and facilitation skills to lead an effective learning experience. Deliver training in a classroom setting, on an individual basis, or via remote support.
• Scheduling of end-users, trainers, classrooms, and students. Maintains training records in the learning management system.
• Utilize application skills and tools to provide direct phone support in order to answer end-user questions. Create and document utilizing protocol, triage, follow up and appropriately route or resolve service desk tickets.

To perform the job successfully, an individual should demonstrate the following behavior expectations:

Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.

Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.

Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals.

Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.

Bachelor's degree preferred or equivalent work experience in a discipline developing analytical and conceptual thinking skills.
Minimum one year previous experience training, designing and supporting medical software applications required.
Experience in adult education and detailed understanding of workflows and system configuration required.

Prior certification in Epic application preferred.
Required to achieve and retain assigned application certification while in this role.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Receives basic level of supervision and guidance and direction from Supervisors

N/A