Support and Training Consultant

Location: Harrisburg, Pennsylvania, USA

Duration: 12 months

Visa Status: USC, GC, H1B, EAD, C2C

Job Description:

BACKGROUND/PROBLEM STATEMENT

The Department’s Immunization Registry has transitioned to a new Immunization Information System and has an emergent need for an individual to provide help-desk support and train end users.



This contractor will be responsible for answering questions from end users regarding the use of the Pennsylvania Immunization Electronic Registry System (PIERS) both by phone and via email. In addition, this contractor will be responsible for training new and existing end users both in-person and through live on-line trainings. This contractor will assist in creating and updating training materials.



INCURRING COSTS

The PA Department of Health is not responsible for any costs or expenses incurred by the contractor for parking. BCD will reimburse for travel, meals, and lodging for any travel related to this effort.



RESOURCES

It is anticipated that the contractor will primarily be home headquartered and is responsible for his/her own network connectivity and home office space. The PADOH will supply a laptop, and software, including a Microsoft Teams license for phone use. This contractor may be required to report to BCD headquarters on a periodic basis.



If the contractor is required to work from BCD’s headquarters in Harrisburg, PA, the contractor will be provided with office space. However, parking will not be provided.



OBJECTIVES OF ENGAGEMENT

The primary objective of this engagement is to provide help desk support to end users of the Pennsylvania Immunization Electronic Registry System (PIERS) across the Commonwealth, as well as developing training tools. This individual will also provide education and training to internal Commonwealth PIERS users as well as update the PIERS website with new and updated materials. The contractor will work directly with the registry supervisor, manager, registry specialists, and other contracted staff during this assignment.



Generally, the contractor will perform the following tasks:



Provide PIERS help desk support by responding to inquiries via phone and email
Provide initial and ongoing training to PIERS end-users in-person and on-line
Provide initial and ongoing training to immunization program staff
Serve as a liaison and contact for onboarding provider clinics
Develop training tools and guides for all PIERS end users
Update training materials and presentations as new IIS functionality is implemented or modified
Identify PIERS website needs and create content to address them
Post updated PIERS training materials and links to website as necessary
Respond to end user inquiries regarding training and onboarding
Conduct post-training outreach to end users to provide them with needed materials and to facilitate a seamless transition to PIERS
Conduct post-training surveys
Consistently treat end users, stakeholders, and co-workers with dignity and respect
Create and maintain a work environment that is welcoming and respectful of diversity
· Assist with other related tasks and duties as necessary

· Travel to in-person trainings as necessary



OPERATIONAL REQUIREMENTS

The contractor will be required to:

· Complete weekly timesheet reporting in PeopleFluent/VectorVMS by COB Friday.

· Provide weekly personal status reporting by COB Friday submitted on SharePoint.

· Schedule project status meetings with both the Division Director and bureau leadership as required.



CONTRACTOR SKILLS AND EXPERIENCE REQUIREMENTS

Effectively and efficiently provide help desk support and diagnose end user issues
Ability to quickly learn and become proficient with using a new computer system
Design, plan, and present trainings on complex technical material to a wide variety of audiences
Develop and write effective training and promotional materials
Use distance training methods including conference call and webinar tools
Develop specific goals and plans to prioritize, organize, and accomplish work
Establish short-term and long-term objectives and specify the strategies to achieve them
Proficiency in Microsoft Office Suite, including Access, Excel, Power Point and Word
Document the status of projects
Use phone, email, fax, and messaging to communicate
Communicate effectively in writing, orally, electronically and in-person
Work independently and as a part of a team


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