IS Training Solutions Manager

Date: Dec 24, 2020

Location: Indianapolis, US, 46202

Organization: HHC

Division:Eskenazi Health  

Sub-Division: Hospital  

Req ID:  7206 


Schedule: Full Time 

Shift: Days 


Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 327-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.


FLSA Status


Job Role Summary

The IS Training Solutions Manager is responsible for the delivery of all Information Services Solutions’ training and performance support in the Eskenazi Health environment. This position is responsible for delivery and management of all knowledge required to productively access and utilize Eskenazi Health information services and systems. The primary objective for Information Services Training is to ensure that Eskenazi Health staff, associates, and partners have the required skills and knowledge support to productively utilize Information Services resources.

The IS Training Solutions Manager will perform these functions guided by recognized, process-based, best practices for information technology service management and is charged with driving these methodologies into all operations, administration and management of and in cultural alignment with the programs and divisions of Eskenazi Health. 

Essential Functions and Responsibilities

•    Ensures that customers, staff, associates, and partners enjoy timely and appropriate access to learning resources; ensures that skills and competencies required to use Eskenazi Health information services are clearly defined and closely matched to organizational roles
•    Ensures that learning plans, curricula, and training materials are developed to match defined competencies; oversees the design, development, and management of learning resources; manages the global Learning Management Systems
•    Ensures that training and performance support efforts are closely integrated with Health System change initiatives, project management, release management, knowledge management, and support processes; works closely with change leaders, project teams, operational stakeholders, and suppliers to understand training and performance support needs
•    Ensures that utilization of training and performance resources is tracked and managed; ensures that training and performance support effectiveness are measured consistently 
•    Ensures that the delivery efficiency and effectiveness of training and performance support services continually improves
•    Manages Information Services Training staff, schedules, and resources; recruits, interviews, hires, and trains/mentors new team members; organizes Information Services Training staff to maximize performance support outcomes; administers team payroll
•    Identifies team skill needs and gaps; creates and carries out team/staff development plans; carries out team performance reviews and performs related administrative duties in support of direct reports
•    Coordinates and develops super-user resources and SMEs
•    Facilitates team activities to continually improve team performance and customer satisfaction
•    Resolves customers satisfaction issues relating to Performance Support performance; ensures the ready availability of Performance Support performance data for review by customers, stakeholders, and leadership
•    Recommends improvements to services, processes, and systems which will improve the performance, security and accessibility of the Eskenazi Health environment
•    Directs and supervises operations of assigned staff; indirectly supervises and coordinates the efforts of other staff engaged in support activities
•    Actively drives compliance with system-wide service management policies and processes; actively drives development of formalized knowledge and standard procedures 
•    Actively drives cross training of staff to improve the depth and breadth of team capabilities
•    Works collaboratively with other Information Services Solutions leaders to strengthen the overall performance of Eskenazi Health information services and to build service management capabilities
•    Meets established deadlines and keeps commitments to team, leadership, and health system colleagues

Job Requirements

•    Bachelor’s degree in a related field, or the equivalent in experience and/or certification 
•    Prior Epic certification preferred. If no current certification, Epic certification will be required within the first six months.
•    Intermediate ITIL/ITSM certification recommended
•    Three years of experience in a healthcare organization managing training delivery required
•    Progressive leadership/management experience

Knowledge, Skills & Abilities

•    Ability to define, develop, and deliver enterprise-wide learning programs. The incumbent has the ability to create and integrate effective learning programs within and in support of larger change initiatives.
•    Ability to direct and continually improve system-wide performance support services capable of meeting the needs of diverse user communities. The incumbent fundamentally has a “service mentality” and is well versed in the design and operation of effective adult learning services.
•    Ability to productively engage support customers and stakeholders at all levels of the organization to understand and address skill challenges. The incumbent is able to understand and integrate needs from stakeholders at all levels in the organization, especially in highly dynamic change scenarios.
•    Ability to coordinate closely with project management, support, and release management efforts. The incumbent is well versed in best practices used for project delivery, support, and release management efforts and understands how to interact constructively with leaders in those areas.
•    Ability to organize and utilize an enterprise Learning Management System (LMS).  The incumbent has a strong understanding of how to organize and leverage an LMS and understands common scenarios for integrating LMS functionality with other support systems.
•    Ability to cultivate, utilize, and improve data relevant to training and performance support outcomes.  The incumbent understands and is able to guide development of processes and supporting tooling which support generation of useful data. The incumbent also understands and is experienced in using data to gauge performance, structure meetings, drive management interactions, support recommendations, and to guide decisions.
•    Ability to drive ongoing improvements in operational efficiency.  The incumbent is experienced in the usage of processes, tool improvements, knowledge improvements, job aids, etc. as a means of continually improving staff productivity.



Accredited by The Joint Commission and named one of the nation’s 150 best places to work by Becker’s Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America’s best midsize employers’ Eskenazi Health’s programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city’s primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care – Center of Excellence in Women’s Health, just to name a few.




Nearest Major Market: Indianapolis