Knowledge and Training Specialist- Epic Application Management

The Knowledge & Training Specialist is responsible for reducing onboarding and ongoing training burden on managers and team members by designing, coordinating, and maintaining training content and processes for new hires, new customers, and staff across Managed Services and related teams. This role serves as a centralized resource to ensure consistent, high-quality onboarding and ongoing training that extends beyond EHR training to encompass broader organizational, operational, and role-based knowledge., * Support new hires, existing team members and managers by standardizing training processes and materials

• Develop and support advanced training modules
• Improve onboarding consistency, efficiency, and clarity across teams
• Serve as a connector between subject matter experts, managers, and training resources
• Create and maintain onboarding content that reflects real operational needs
• Develop competency models to ensure learning is retained Participate in onboarding of new customers as a transition and knowledge co-ordinator
• Identify and facilitate necessary ongoing training for team members across the applications managed services team
• Develop and maintain skill matrix tools

Onboarding Program Development

• Partner with managers and stakeholders to identify Day 1, Week 1, and First Month onboarding needs for new hires and managers
• Identify and define core onboarding topics and categories applicable across the Managed Services Team.
• Ensure onboarding materials address both role-specific and organization-wide knowledge areas
• Support onboarding transitions (ex. Rebadging)

Content Creation & Coordination

• Develop training content in collaboration with appropriate stakeholders and subject matter experts
• Coordinate creation of materials related to new contracts
• Ensure training content remains current, accurate, and aligned with operational expectations

Cross-Functional Collaboration

• Work closely with Managed Services and other internal teams to support training needs for team members and customers
• Coordinate with HR and the application lead(s) to align onboarding materials with existing orientation resources
• Participate in and support onboarding workgroups to gather feedback and identify opportunities for improvement
• Collaborate with managers and leaders to identify ongoing training needs for all employees

Knowledge & Process Coverage

• Support training across a broad scope, including but not limited to:
• Recruiting and pre-hire processes
• Nordic and Managed Services overview (including current customers)
• EHR content
• Time Tracking
• Change Control processes
• Customer service expectations and education
• Ticket documentation standards

Program Support & Continuous Improvement

• Review and refine training agendas and workgroup content in collaboration with leadership
• Ensure representation from various groups and perspectives when gathering training input
• Consider global and regional differences when developing training materials and workflows

• Post-secondary education or equivalent experience in training
• Strong organizational, coordination and prioritization skills
• Ability to collaborate across teams and functions
• Experience developing or supporting training, onboarding, or knowledge management content
• Strong written and verbal communication skills
• Ability to manage multiple inputs and translate feedback into structured materials
• Experience supporting onboarding in a complex or matrixed organization
• Familiarity with training tools, learning platforms, or documentation systems
• Experience with and knowledge of the multiple applications new hires will need to learn
• Basic understanding of Healthcare Terminology and IT competencies a plus
• Must demonstrate and embody Nordic’s maxims