Job Description
At arenaflex, we're on a mission to revolutionize the way we deliver healthcare services to our nation's heroes. As a key player in the Defense Health Management System (DHMS) Joint Operational Medicine Information System (JOMIS) Program Office, we're seeking a highly skilled Customer Experience and Adoption Specialist to join our team. This is an exciting opportunity to make a real difference in the lives of service members, veterans, and their families. **About arenaflex** arenaflex is a proven mid-tier business providing data-centric mission services to the Federal government. We design, integrate, secure, and deploy advanced technical solutions for our customers so they can efficiently fulfill their critical objectives. With a strong focus on innovation and customer satisfaction, we've built a broad client base through our devotion to delivering quality products and customer service. **The Role** As a Customer Experience and Adoption Specialist at arenaflex, you'll play a critical role in supporting the adoption and delivery of OpMed IT Systems. You'll work closely with senior technical leads, training and communications specialists, DHMS leaders and staff, and vendors to plan and execute the rollout of training and adoption activities. Your primary responsibilities will include: ### Key Responsibilities * **Program Execution** + Assist in refining an Experience Strategy Framework, defining user experience functions, roles, and responsibilities + Facilitate design thinking workshops across the Product portfolio + Assist in identifying PMO-level User Experience efforts and opportunities, as well as making and prioritizing recommendations on implementation of such efforts in alignment with the Experience Strategy Framework + Support Agile Product lines with defining and implementing their user experience functions in alignment with the PMO's standards and guidelines (defining personas, conducting user interviews, collaboratively defining user requirements and interface design, elevating the Voice of the Customer) + Build and support modern training and customer adoption capabilities to improve customer engagement and outcomes over the product lifecycle + Review EHR solution vendor strategies and deliverables related to training and other documents for accuracy and completeness + Coordinate distribution of training materials to content reviewers according to the Master Tracker schedule + Work with end users, solution vendors, and the government team to identify relevant workflows, In-Processing Support Documents (IPSDs), Jobs Aides, and Tips Sheets to include in high-impact area website to support end users' ability to locate information more readily + Perform training content reviews covering master facilitator guides, user agendas, competence assessments, and computer-based training (CBT) updates based on Product Improvement Engineering (PIE), Blocks, and Stages updates + Coordinate government portal content and updates with key stakeholders + Participate in key sustainment training coordination meetings and activities + Provide training support, including participating in training planning, presentations, and demos, creating tip sheets and instructional flyers around typical releases + Assess and provide feedback on training materials effectiveness to support end-user adoption of EHR and associated business processes changes + Review training content (i.e., review CBT and Instructor-Led Training (ILT) materials) * **Process Improvement** + Evaluate internal processes and identify opportunities for improvements + Undertake unique organization challenges as they emerge + Gather key performance indicator data for functions being reviewed; evaluate current state, and propose future state goals and objectives ### Requirements * 7+ years of professional experience with User Experience and adoption efforts * Experience working with end users to develop training plans and content * Experience with user-centered design and designing, developing, managing, and executing user experience frameworks in concert with complex sets of stakeholders and according to customer requirements * Experience developing, tracking, and reporting user experience metrics * Ability to work independently as well as part of a larger team ### Desired Skills * Bachelor's Degree preferred in Information Technology, Computer Science, Engineering, or another similar discipline * Agile Certification(s) * Experience with JIRA * Experience with Defense Health Medical Systems * Design Thinking, Lean Six Sigma, or process improvement ### What We Offer At arenaflex, we're committed to creating a culture that supports the development of every employee's personal and professional lives. We offer: * Competitive salaries * Performance bonuses * Training and educational reimbursement * Transamerica 401(k) and Cigna healthcare benefits * PTO available to use immediately upon joining (prorated based on start date) * Paid parental leave * Individual and family health, vision, and dental benefits * Annual budget for training, professional development, and tuition reimbursement * A 401(k) plan with company match fully vested after 60 days of employment ### Why Join arenaflex? * Be part of a dynamic and growing organization that's making a real difference in the lives of service members, veterans, and their families * Work with a talented team of professionals who are passionate about delivering high-quality solutions and exceptional customer service * Enjoy a collaborative and inclusive work environment that supports your personal and professional growth * Take advantage of our comprehensive benefits package and competitive compensation * Make a real difference in the lives of others through your work If you're a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and help us revolutionize the way we deliver healthcare services to our nation's heroes. Apply for this job