Training and Support Lead

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Training and Support Lead or Manager

Remote

6+ Months

Skills:

The Training & Support Lead will be responsible for the development, execution and management of all training and support activities related to dashboards, explores, and reports available in our new advanced reporting platform, Looker. You will also lead ad hoc training and support for additional applications built by the Data & Analytics team, including a Research Platform and AI Chatbot. This role will work closely with D&A Analytics Translators, Business Analysts, Looker developers, and the directors of Service Delivery and Insights to gain a comprehensive understanding of all tools and products to effectively and independently train and educate users across the network on use of pertinent tools.

Training scope will be set through user demand and through a training outreach strategy developed in partnership with the Director of Service Delivery. In addition to virtual and in-person training sessions and office hours, you will monitor and triage questions and issues raised in a network-wide support chat space. Through these activities, you will identify and develop communications and user experience improvements to facilitate self-service user adoption.

This role will involve building comprehensive and high-quality collateral, communications, training materials (print and video), knowledge base articles and other resources aligned to network branding guidelines. You will independently liaise with clinicians, hospital leadership, corporate administration and executives, vendor partners and internal IT leadership and subject matter experts. You will collect, document, and share feedback and recommendations from users to improve existing and future state builds; playing a key role in the D&A team’s 5-year growth and development plan.

Essential Job Functions:

1. Achieve and maintain a deep understanding of all dashboards and applications in production; understand and monitor go-live schedules to support ongoing roll-out trainings and communications

2. Develop a suite of training materials for widespread publication and consumption for a variety of user types and experience levels

3. Develop & manage training and support goals; monitor and assess the effectiveness of training and support initiatives, making adjustments as needed

4. Conduct outreach, schedule, design and facilitate comprehensive and customized training to users with varying levels of technical expertise

5. Provide one-on-one coaching and support to users, addressing specific needs and challenges directly or by facilitating collaboration with internal SMEs

6. Establish and manage a process for monitoring changes to in-scope tools to maintain up-to-date materials and training programs

7. Partner with Analytics Translators and Business Analysts to develop go-live/roll-out training approach for new tools and functionalities

8. Monitor and report on the progress of user adoption, providing insights and recommendations to improve training and support strategies

9. Act as a liaison between users and the technical team, gathering user feedback and advocating for improvements based on user experiences

10. Monitor and triage inquiries from across the organization to a designated support chat space, providing clear and actionable resolution and options for users

Education, Knowledge, Skills and Abilities Required:

1. Bachelor’s degree in Information Technology, Computer Science, Information Systems, Software Engineering, or related business fields

2. Minimum of 6 years of experience in IT training with at least 4 years in a healthcare delivery setting

3. Minimum of 2 years of experience working directly with clinicians and healthcare professionals

4. Strong understanding of business intelligence tools, function, and business application

5. Demonstrated experience in identifying and creating reporting tools to solve business challenges

6. Demonstrated experience working with the Looker reporting platform

7. Demonstrated understanding of healthcare analytics

8. Excellent communication and interpersonal skills

9. Proven ability to manage multiple projects and priorities simultaneously

10. Strong analytical and problem-solving abilities

11. Excellent written and verbal communication skills

12. Proficient computer skills that may include but are not limited to Microsoft Office and/or Google Suite platforms