Remote Workforce Analyst Jobs in Maryland (NOW HIRING)

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The Technical Trainer is responsible for designing, delivering, and continuously improving technical and process training, enabling Managed Services Teams to support client satisfaction by equipping contact-center agents with the necessary skills and knowledge to provide excellent customer support. The Technical Trainer also provides support in meeting SLA commitments and works cross functionally to improve overall quality outcomes. This role ensures service desk and remote services staff are technically proficient, process-compliant, and client-ready across tools, platforms, and managed service offerings.

This role partners closely with Operations, Quality, Knowledge Management, and Client Delivery to align training with real-world performance needs and evolving client environments.

The Technical Trainer will be responsible for, but not be limited to:

• Building and sustaining a highly performing managed services workforce through effective, role-based technical training

• Reducing operational risk and performance variability through creation and delivery of standardized onboarding and continuous learning content

• Establishing and monitoring training schedules and tracking, content, and metrics

• Developing training materials to include instructor-led sessions, self-paced modules, labs, simulations, and assessments to role-based technical positions within managed services

• 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

• Develops, organizes, and facilitates talent development programs, such as new employee training, continuous improvement education, contact center best practices, and skills training (IT, Clinical and Patient Portal Support)

• Creates interactive distance learning solutions to reach Nordic's remote audience

• Supports cross-training initiatives to improve coverage, resilience, and career progression

• Serves as subject matter expert for all service desk contact center clients and systems. In addition, delivers continuous education for new tools, platforms, client changes, and service offerings

• Partner with Operations and QA to define "production-ready" criteria

• 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

• 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

• Working on projects/onboards as needed basis and may assist in other initiatives as necessary, directed, assigned, or requested

• 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.

• 5+ years of related Experience delivering technical training in an omni-channel managed services, IT operations, or service desk environment

• 4+ years EHR knowledge and/or experience in Epic, Cerner, MEDITECH, or other EMR

• 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

• Strong working knowledge of IT service management concepts (e.g., ITIL, incident/request/problem management)

• Ability to translate complex technical concepts into clear, role-appropriate training

• Experience with common service desk tools, monitoring systems, and enterprise applications

• Strong facilitation, presentation, and communication skills

• Excellent customer service and communication skills, written and verbal

• Strong business partnership capabilities and the ability to influence others

• Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills

• Flexibility in schedule to work nights and weekends as needed for training needs

• 3+ years of clinical healthcare experience (i.e., Super User or Clinician in a hospital or healthcare setting)

• Experience in healthcare IT or regulated environments (e.g., HIPAA)

• Certification and/or strong familiarity with adult learning principles and instructional design (ADDIE/SAM/Agile) methodologies

• Experienced training delivery of fully remote workforce

• Exposure to QA frameworks, call monitoring, or operational performance metrics

• Relevant certifications - current ITIL-Foundations or higher (v4 certification preferred) and EPIC certifications

• US Remote

• Must have a quiet private working space

• Must have high speed internet availability and ability to direct connect to a router, no wireless

• Perform other duties as assigned

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. 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.