Overview The credentialed educator provides application support, problem resolution, and training to Mercyhealth. Responsibilities Essential Duties and Responsibilities Master the assigned application/s as well as specific workflows related to the use of the application/s. Provide training for application installs, upgrades/updates, and ongoing user training and support. Using assigned curriculum, demonstrate adult learning principles 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. Assists with development and preparation of course content; preparing classroom/webinar materials and other documentation Identify, report and address training environment anomalies with partner responsible for training environment build. Assists with the 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. Culture of Excellence Behavior Expectations 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. Education and Experience Bachelor's degree preferred. Minimum one year previous experience training and supporting software applications required; medical software applications preferred. Minimum one year experience in adult education with detailed understanding of workflows and system configuration required Certification and Licensure Required to achieve and retain assigned application credentialing while in this role. Skills and Abilities Experience with and demonstrates competence in Microsoft Office Applications. Ability to work independently and be result oriented. Requires excellent verbal and written communication skills and ability to coordinate and prioritize tasks and project components. Special Physical Demands 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. Level of Supervision Receives basic level of supervision and guidance and direction from Supervisors