Training Support Specialist - Avaya

Position Summary:

University of Iowa Hospitals and Clinics department of Health Care Information Systems is seeking a Training Support Specialist to provide application training to standard and advanced end users, assist users with optimization and efficiency to ensure they are current on evolving functionality. Provide educational support and identify technical solutions, as needed. Key areas of responsibility include training (classroom/virtual/online); educational resource development; systems testing, and other duties as assigned.

Position Responsibilities:

· Learn a variety of course curricula to support classroom training.

· Develop and maintain resources, such as tip sheets, curriculum, exercise workbooks, videos/eLearnings and assessments.

· Coordinate and communicate class schedules, class registration processes, scheduling of special request classes and other training logistics.

· Assists with testing build for application software optimizations and upgrades in test environments and training environments.

· Assists with supporting end users who submit requests for assistance, covering a wide range of user roles and system functionality.

· Partners with application developers to define processes, evaluate system functionality, identify modifications and output needs, and verify preliminary design and output to improve efficiencies and enhance patient safety.

· Assists with development of educational resources and/or assessment tools.

· Provides one-on-one training, group training and presentations.

· Assists clerical and clinical staff in the use of various communication applications.

· May present system upgrades to end users that impact workflow and application functionality.

· Assists with the development and maintenance of systems curriculum and related educational resources.

· May develop e-Learning or videos to enhance the end user educational experience.

· Escalates system issues through the ticketing system.

· May assist with education and support components of projects.

· May function as a liaison between the end users and IT staff.

· May provide mentoring for staff and leadership in a specific area of expertise.

· Builds and fosters relationships between IT partners and operational customers.

Health Care Information Systems (HCIS) provides and supports information and communication systems and technology that facilitate quality patient care, progressive medical education, and innovative research.

HCIS services University of Iowa Health Care by providing comprehensive, high level support for patient care delivery, internal and external communication, technology innovation, medical education, and research. Creating and maintaining a positive, productive, and rewarding environment for information technology and communication staff.

Pay Grade: https://hr.uiowa.edu/pay/pay-plans/professional-and-scientific-pay-structure

Salary: $60,000 to commensurate – 4A

University of Iowa offers a generous benefits package, including 24 days paid vacation per year to start and paid sick leave. Complete information regarding the full benefits package may be viewed at https://hr.uiowa.edu/benefits

Percent of Time: 100%

Location: 200 Hawkins Dr, Iowa City, IA 52242

Staff Type: Professional & Scientific

Type of Position: Regular

Education Required

Bachelor’s degree in Education, or related field, or an equivalent combination of education and experience.

Experience Requirements

· Experience (typically 1-3 years) in application and/or technology support.

· Experience providing focused training in large and small group settings.

· Experience communicating technical information to non-technical customers.

· Effective communication skills, both orally and in writing.

· Experience working independently with a strong focus on customer service.

Desired Qualifications

· Experience in a healthcare setting.

· Knowledge of the communication technologies (Automatic Call Distribution (ACD), Interactive Voice Response (IVR), voicemail, call recording, workforce optimization)

· Education credentials and adult classroom teaching.

In order to be considered, applicants must upload a resume (under submission relevant materials) that clearly addresses how they meet the listed required and desired qualifications of this position. A cover letter is desired as part of the application process. Job openings are posted for a minimum of 14 calendar days. This job may be removed from posting and filled any time after the minimum posting period has ended.

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification.

This position is not eligible for University sponsorship for employment authorization.

For additional questions, please contact Renae Farmer renae-farmer@uiowa.edu

The University of Iowa is an equal opportunity/affirmative action employer. All qualified applicants are encouraged to apply and will receive consideration for employment free from discrimination on the basis of race, creed, color, religion, national origin, age, sex, pregnancy (including childbirth and related conditions), disability, genetic information, status as a U.S. veteran, service in the U.S. military, sexual orientation, gender identity, or associational preferences.