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Job Summary:

The Senior IS Trainer serves as a Subject Matter Expert (SME) within the team and working unit. As a Senior and SME, the incumbent is expected to use innovative approaches to developing solutions for unique or unprecedented situations. The Senior IS Trainer has greater decision-making authority and provides continuous process improvements for the sub-specialty assigned. At this level, exceptional interpersonal and communication, both verbally and in writing, is expected.

IS Trainers conduct and coordinate initial and on-going training of applications and processes for end users. This role is responsible for designing, building, testing, and maintaining end-user training for assigned applications and monitoring the effectiveness of the training programs. Work includes building curriculum, training materials, and classroom training. The role assists operational departments in their workflow evaluations. Trainers are content experts who apply knowledge of workflows to assist in the implementation and maintenance of a system that meets process needs. Every task involves some level of HIPAA and Regulatory compliance assurance. All roles are expected to maintain a current knowledge base of industry standards and best practices. All roles are expected to obtain and/or maintain relevant certifications for the job and career ladder level (e.g. AGILE; EPIC; Microsoft; VMware VCAP; Network Engineering Certificate). Cross-Functional teamwork is expected at all levels.

Essential Functions & Responsibilities:

Provides support and advanced troubleshooting to issues that arise in the training environment (e.g. sandbox/playground modifications and refresh schedules as appropriate).Conduct super-user training in a variety of  delivery methods (e.g. instructor led, e-learning, blended learning) and ensure super-users are provided with the most current updates.  Provide IS training reports to leadership and department heads as required.Mentor IS Trainers. Support project teams as required. Performs other duties as assigned.

Technical Competencies (Major Functions) - Approximate Percentage of Time:

IS Customer Support (IS Issue Diagnosis, Troubleshooting/Solutions, Resolution, Documentation) - 15%IS Project Management Support - 10%IS Training Administration (Planning, Coordination, Analysis) - 25%IS Technical Writing (FAQ, Manuals, Guides, Workflow Charts) - 15%IS Training Operations (Course Delivery, Sandbox Management, Workflow Analysis for Training) - 25%Other - 10%
 

Qualifications:

High school diploma or equivalent required.Minimum of five years of experience in a related role.

Competency Model:

Business Acumen 

Understands the organization's strategic goals and how department goals support the organization. Seeks opportunities to extend and deepen learning of organization and area. Shares new information and knowledge with others. Be curious; question your assumptions when presented with an issue or question. Self-motivated to research and learn new information and explore new options. Seeks to maximize potential abilities and helps others. 

 

Communication 

Expresses oneself clearly in conversations, business writing and interactions with others. Delivers oral and written communications that are impactful and persuasive to their intended audiences. Demonstrates a high level of emotional intelligence in the face of conflict. Responds to tickets and emails in a timely manner. 

 

Planning and Organizing 

Manages and monitors time and resources effectively to complete assignments. Utilizes resources and gets involvement from others where appropriate. Shares information, materials, and time readily with others who need them. 

 

Teamwork 

Encourages participation from all team members, regardless of role within organization; supports team members and customers. Identifies and works through conflict that may derail the collaborative process. Holds self and others accountable to create unifying goals and measure with peers. Support team through knowledge sharing and concise documentation.  Applies the knowledge of fundamental IT concepts. Asks questions, diligently seeks and is receptive of guidance. 

  

Drive Change 

Anticipates potential concerns/resistance to change and takes constructive steps to address them. Encourages others to adopt new methods or technologies that add value or improve performance. Keeps others focused on critical goals and deadlines through periods of change or ambiguity. Be flexible and adopt new processes and methods. Stay positive in attitude and actions. 

As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.