Nordic
Technical Trainer – Managed Services
US - National
Sponsorship not specifiedDetected 14 days ago
ComplianceCustomer SupportHIPAAEpicCernerEHR/EMRLeadershipCommunication
About the role
- This role ensures service desk and remote services staff are technically proficient, process-compliant, and client-ready across tools, platforms, and managed service offerings.
- We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws.
- We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.
Responsibilities
- Building and sustaining a highly performing managed services workforce through effective, role-based technical training
- Developing training materials to include instructor-led sessions, self-paced modules, labs, simulations, and assessments to role-based technical positions within managed services
- Partner with Operations and QA to define "production-ready" criteria
- Collaborate with QA, Service Desk Leadership, and Reporting teams to identify training needs based on KPI trends (e.g., FCR, AHT, Reopen/Error rates). Adjust training content based on SLA performance, incident trends, and client feedback
- Partners with Knowledge Management to improve KB and usage through feedback attained
Requirements
- Required Skills and Experience
- Generally, requires a bachelor's degree and 5 years of related experience, a master's degree and 3 years of related experience, or 8 years of related experience and no degree.
- Experience with common service desk tools, monitoring systems, and enterprise applications
Nice to have
- Establishing and monitoring training schedules and tracking, content, and metrics
- Continuously improving training methods to meet the needs of a growing, evolving managed services organization
- Translating client environments, tooling, and documentation into clear, consumable training content
- Ensures training aligns with ITIL practices, security/compliance requirements (e.g., HIPAA where applicable), and internal SOPs
- Serves as subject matter expert for all service desk contact center clients and systems.
- Accelerates time-to-productivity and improving service quality, SLA attainment, and customer experience
- Provide performance analysis feedback to Service Desk leadership as appropriate
- Assist with knowledge base creation and maintenance as necessary
Skills
- Grow your career.
Benefits
- Reducing operational risk and performance variability through creation and delivery of standardized onboarding and continuous learning content
- Supports cross-training initiatives to improve coverage, resilience, and career progression
- In addition, delivers continuous education for new tools, platforms, client changes, and service offerings
- Experience in developing, delivering and assessing success of classroom and/or virtual training/distance learning across multiple applications in addition to primary area
- In depth understanding of Healthcare Terminology and IT competencies required
- Creates interactive distance learning solutions to reach Nordic's remote audience
This listing is sourced directly from Nordic's careers page and normalized into a canonical job model.