[Hiring] Super-User / Field Support Services @Edera

Role Description

The Super-User / Field Support Services role will directly support client delivery with a focus on advanced troubleshooting, end-user coaching, readiness monitoring, and escalation management. This role acts as a highly knowledgeable resource for front-line trainers, end users, and deployment teams, providing workflow-based guidance, documenting advanced issues, and coordinating with functional and technical experts. The Super-User / Field Support Services professional ensures continuity of knowledge transfer and supports operational readiness through structured coaching, issue documentation, and escalation workflows.

Responsibilities

• Maintains the Super-User Roster and Readiness Checklist to monitor assignment, competency, and deployment readiness.
• Documents coaching interactions, support sessions, and identified gaps through structured Super-User Coaching Records.
• Executes and maintains the T3 Escalation Workflow, triaging and escalating issues, and documenting advanced system or workflow challenges in the Advanced Issue Knowledge Log.
• Supports onboarding for replacement personnel and ensures continuity through updated Knowledge Transfer Packages.
• Serves as a subject-matter escalation point for complex end-user issues unresolved at Tier 1 or Tier 2.
• Collaborates with instructional designers, SMEs, and deployment teams to validate workflows and address training gaps.
• Provides real-time coaching during simulations, mock sessions, and live readiness activities.
• Ensures all documentation is complete, accurate, and compliant with program expectations.
• Identifies issue trends and contributes to process and training improvements.
• Participates in readiness meetings and provides insights into user proficiency, issue themes, and deployment risks.

Qualifications

• 5+ years of experience serving as a system super-user, workflow lead, help desk lead, trainer, or operational support specialist.
• Experience acting as a super-user, SME, or Tier 2/3 support resource for enterprise systems, preferably in healthcare or government environments.
• Experience supporting go-live, mock go-live, and system deployment readiness activities.
• Experience documenting escalations, issue logs, and coaching interactions with precision.
• Strong understanding of clinical or operational workflows within the supported application or system.
• Strong troubleshooting, problem-solving, and analytical skills, with the ability to manage multiple escalations simultaneously.
• Ability to communicate complex workflows or system behaviors clearly to end users and stakeholders.
• Strong interpersonal and coaching skills to support end-user learning and adoption.
• Proficiency with Microsoft Office 365 (Teams, Excel, Word, SharePoint).

Requirements

• Bachelor’s degree in a healthcare, IT, education, or related discipline required. 10+ years of relevant experience may substitute for degree.
• Relevant clinical or operational certifications beneficial but not required.
• Training, coaching, or support operations certifications desirable.

Technical Skills Required

• Proficiency with Microsoft Office 365 and collaboration platforms.
• Ability to navigate LMS, ticketing systems, or facility management tools (preferred).
• Basic troubleshooting skills for training equipment and devices.

Desirable (Not Required) Skills/Experience

• Experience supporting DoD/DHA environments or MHS GENESIS.
• Experience with change management practices.
• Experience developing or delivering training.

Work Location/Travel

Applicants must be unencumbered by travel restrictions. Heavy travel during periods of system implementations.

Hourly Rate Range

$35.87 - $42.84. There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

Role Reports to

Project Manager

Direct Reports

This role has no direct reports.

Company Description

Edera L3C is a fast-growing healthcare consultancy that addresses today’s issues and helps create tomorrow’s solutions by connecting the brightest minds in healthcare. Our team of management, technology, and creative services consultants work collaboratively with industry experts who bring deep experience and expertise to create transformational business solutions. We believe complex challenges and multi-faceted opportunities call for multi-disciplinary approaches and that’s how we work. We transform healthcare by bringing industry best practices from the private sector to the public sector, and the public sector to the private sector. Edera is an L3C (a variation of a limited liability company) that places “purpose before profit;” a social enterprise venture. This means we are focused on a socially beneficial mission to transform organizations rather than being driven to maximize income. Profits beyond our business sustainability goals are reinvested into communities or clients.