ELB Learning

Customer Support

• Provide Tier 2 technical support and maintenance for existing systems and applications.
• Manage and resolve bug reports, hotfixes, and backlog triage efficiently.
• Perform proactive system monitoring, including vulnerability assessments and security patching.
• Support enhancement requests and minor feature development in coordination with internal teams.
• Collaborate cross-functionally to identify and implement process efficiencies to reduce maintenance hours.
• Deliver regular QA and maintenance reports summarizing performance, updates, and issue tracking.
• Provide insight and guidance for workflow or client-related requests.

Tier 2 Maintenance and Support Specialist

Systems Engineer

• Collaborate with stakeholders to design, develop, and update instructional content that supports training objectives.
• Transform complex or technical content into clear, engaging, and visually polished learning experiences.
• Design and develop instructional materials including ILT, VILT, eLearning (WBT), videos, and job aids.
• Convert existing training content into updated, learner-friendly formats.
• Apply strong technical writing and visual design principles to learning materials.
• Work within established templates and style guidelines to ensure consistency and quality.

Instructional Systems Designer

Artificial Intelligence

• Assess organizational readiness for AI adoption across cultural, technical, and capability dimensions
• Design and execute AI adoption strategies that address user resistance, workflow integration, and behavioral change
• Develop role-specific enablement programs focused on practical AI application, not just tool functionality
• Build AI governance frameworks, including responsible use policies, escalation paths, and human-in-the-loop protocols
• Create and manage adoption dashboards tracking usage, proficiency, productivity impact, and business outcomes
• Lead executive workshops on AI strategy, use case prioritization, and change leadership
• Design communication strategies that address AI concerns, build trust, and encourage adoption
• Partner with IT and data science teams to ensure AI solutions are deployed in ways that support real user adoption
• Establish AI champion networks and peer learning communities to drive grassroots engagement
• Identify automation opportunities and design human + AI workflows that optimize performance

AI Adoption Strategist

Administration

• Configure Epic modules (e.g., EpicCare Ambulatory, Inpatient, Orders, MyChart, Willow, Cadence) to align with clinical workflows
• Develop and maintain Epic build documentation, including configuration specs, testing protocols, and change logs
• Perform system, integration, and user acceptance testing for configuration updates
• Troubleshoot and resolve Epic application issues, escalating to Epic technical services when needed
• Support go-live activities and post-go-live stabilization efforts
• Build and maintain reports and dashboards using tools such as Reporting Workbench, Radar, or Crystal Reports
• Collaborate with clinical stakeholders to translate workflow requirements into system configurations
• Manage system maintenance, including version upgrades and routine updates
• Partner with training teams to support end-user enablement and documentation
• Ensure compliance with healthcare regulations (HIPAA, CMS, Meaningful Use) within system configurations

EHR Administrator

• Configure SAP S/4HANA modules (e.g., Finance, Controlling, Materials Management, Sales & Distribution, Production Planning) to support business processes
• Perform SAP Basis administration tasks, including user management, role assignments, transport management, and system monitoring
• Execute system, integration, and user acceptance testing for configuration changes
• Troubleshoot and resolve SAP application issues, coordinating with SAP support as needed
• Support S/4HANA implementations, migrations, and upgrade initiatives
• Develop and maintain reports, queries, and dashboards using SAP tools (e.g., Analytics Cloud, Fiori, ABAP)
• Manage transport landscape and release management processes
• Collaborate with business process owners to translate requirements into SAP configurations
• Maintain system documentation, including configuration guides, authorization matrices, and change logs
• Support training teams with SAP functional expertise and documentation

SAP S/4HANA Administrator

Financial Planning and Analysis

• Configure and maintain Workday HCM modules such as Core HR, Compensation, Benefits, Talent, and Recruiting, and/or Financials modules including General Ledger, Accounts Payable, and Procurement
• Build and maintain Workday business processes, condition rules, notifications, and security configurations
• Develop reports, dashboards, and analytics using Workday Report Writer, Calculated Fields, Composite Reports, and Prism Analytics
• Support tenant configuration changes and deployment activities across Workday environments
• Troubleshoot and support Workday integrations including EIBs, Core Connectors, and Workday Studio integrations
• Support Workday semi-annual release updates, regression testing, feature evaluations, and adoption planning
• Partner with HR and Finance stakeholders to translate business requirements into scalable Workday solutions
• Manage Workday security roles, domains, and user access configurations
• Maintain system documentation including configuration workbooks, testing scripts, SOPs, and training materials
• Provide Tier 2/3 support for Workday application issues and end-user troubleshooting
• Support implementation, enhancement, and post-production optimization initiatives.

Workday HCM/Financials Administrator

Salesforce Administrator

• Configure and maintain Salesforce Sales Cloud, Service Cloud, and/or Experience Cloud environments
• Build and manage custom objects, fields, record types, validation rules, page layouts, and automation workflows
• Develop and maintain Salesforce Flows, Process Builder automations, and approval processes
• Create reports, dashboards, and analytics to support sales leadership and operational decision-making
• Manage user setup, profiles, roles, permission sets, and sharing rules
• Maintain data integrity through deduplication, enrichment, data imports, and export operations
• Support Salesforce integrations with third-party systems including ERP, marketing automation, and billing platforms
• Coordinate Salesforce deployments, release management activities, and managed package updates
• Troubleshoot application issues and provide end-user support across business teams
• Partner with stakeholders to gather requirements and translate business processes into Salesforce solutions
• Maintain system documentation including process flows, configuration guides, and data dictionaries

• Configure and maintain Oracle Cloud ERP modules including Financials, Procurement, and Project Portfolio Management, and/or Oracle Cloud HCM modules such as Core HR, Payroll, and Talent Management
• Support Oracle Health/Cerner environments including Cerner Millennium configuration, MPages development, and regulatory reporting support
• Build and manage Oracle Cloud security configurations, roles, approval hierarchies, and data access controls
• Develop reports, dashboards, and analytics using OTBI, BI Publisher (BIP), and Oracle Analytics Cloud
• Execute configuration changes using Oracle Cloud sandbox and deployment processes
• Support Oracle Cloud quarterly updates including feature analysis, regression testing, and adoption planning
• Manage integrations and data migration activities using HCM Data Loader, FBDI, REST/SOAP APIs, or related integration tools
• Partner with business and clinical stakeholders to translate operational requirements into scalable platform solutions
• Troubleshoot and resolve platform issues, user support requests, and system performance concerns
• Maintain system documentation including configuration workbooks, test scripts, process flows, and training materials
• Support implementation, enhancement, and post-production optimization initiatives

Oracle Cloud, Cerner Administrator

• Configure and maintain HubSpot (Marketing Hub, Sales Hub, Service Hub, CMS Hub) and/or Dynamics 365 (Sales, Customer Service, Marketing) environments
• Build and manage CRM workflows, automation sequences, lead routing, and pipeline configurations
• Create and maintain custom properties, fields, forms, records, and segmentation structures
• Develop CRM reports, dashboards, and analytics for business leaders and operational teams
• Manage user setup, permissions, teams, roles, and access controls
• Maintain CRM data quality through deduplication, list management, segmentation, and data governance processes
• Support CRM integrations with ERP systems, marketing platforms, telephony systems, analytics tools, and other business applications
• Configure marketing automation campaigns, lead scoring models, email workflows, and customer lifecycle automations
• Execute platform updates, data migration activities, and import/export operations
• Partner with stakeholders to gather business requirements and translate them into scalable CRM solutions
• Troubleshoot system issues and provide end-user support across sales, marketing, and customer service teams
• Maintain documentation including process flows, user guides, data dictionaries, and configuration records

HubSpot/Dynamics 365 Administrator

ServiceNow

• Configure and maintain ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog
• Build and manage workflows, Flow Designer automations, business rules, UI policies, client scripts, and notifications
• Configure forms, fields, tables, SLAs, CMDB relationships, and catalog items based on business requirements
• Develop and maintain dashboards, reports, and performance analytics for IT leadership and operational teams
• Manage user roles, groups, permissions, and security configurations within the platform
• Support integrations between ServiceNow and third-party systems using REST/SOAP APIs, IntegrationHub, or middleware tools
• Assist with platform upgrades, patching, release management, and regression testing activities
• Troubleshoot platform issues and provide Tier 2/3 application support for ServiceNow users
• Collaborate with IT, operations, and business stakeholders to gather requirements and translate them into scalable ServiceNow solutions
• Maintain platform documentation including process flows, configuration guides, testing scripts, and knowledge articles
• Support data imports, exports, transformation maps, and CMDB data management activities
• Recommend platform improvements and automation opportunities to enhance service delivery and user experience.

ServiceNow Administrator

Learning and Development

• Define and evolve the global instructional design strategy
• Lead, mentor, and develop a global team of LXDs
• Serve as the final authority on instructional quality
• Act as the executive-level partner for key clients
• Establish and manage KPIs for quality, efficiency, client satisfaction, and team performance