Super‑User / Field Support Services

Edera L3C; United States; Remote; USD 50,000 - 59,000; Full time

Job summary

Edera L3C is a healthcare consultancy seeking a Super‑User / Field Support Services role to support client delivery through advanced troubleshooting, end‑user coaching, and readiness monitoring. The position emphasizes structured coaching, documentation, and escalation workflows within healthcare/go‑live contexts.

Applicants must be US citizens able to obtain Public Trust clearance; Edera participates in E-Verify and is drug-free.

Qualifications

• Bachelor’s degree in healthcare, IT, education, or related discipline required; 10+ years may substitute.
• 5+ years as a system super‑user, workflow lead, or trainer.
• Experience supporting go‑live and deployment readiness.
• Experience documenting escalations and coaching interactions with precision.
• Proficiency with Microsoft Office 365 (Teams, Excel, Word, SharePoint).

Responsibilities

• Maintains the Super‑User Roster and Readiness Checklist.
• Documents coaching interactions and readiness activities.
• Executes and maintains the Tier 3 escalation workflow.
• Supports onboarding for replacement personnel and continuity of knowledge transfer.
• Acts as escalation point for complex end‑user issues unresolved at Tier 1/2.
• Collaborates with instructional designers and deployment teams to address gaps.
• Provides real‑time coaching during simulations, mock sessions, and live readiness activities.
• Ensures documentation is complete and compliant with program expectations.
• Identifies issue trends and contributes to process improvements.

Skills

Super-user

Tier 2/3 support

Training/coaching

Workflow knowledge

Healthcare/go-live support

Microsoft Office 365

Education

Bachelor’s degree

Tools

LMS

Ticketing systems

SharePoint

Teams

Job 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.

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.

Type of Employment

1099 with other employment opportunities based on individual performance and business need.

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.

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.

Knowledge and Skills Required

• 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).

Education/Certification Required

• 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.

All applicants must be US citizens and able to obtain a Public Trust clearance. Edera participates in the E-Verify program. Edera is a drug-free workplace.

Edera is an Equal Opportunity and Affirms Action Employer. Edera prohibits discrimination against individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other category protected by law. Edera takes affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, or veteran status.