IBM Watson Health - Delivery Trainer/Technical Writer in CLEVELAND, Ohio

Job Description

IBM Watson Health provides the healthcare industry a protected, cloud-based analytics platform that harnesses big data for clinical integration, predictive analytics, and business intelligence. Its platform empowers the country’s leading provider organizations to more effectively utilize their data to improve care quality, patient satisfaction, and deliver value-based care. Watson Health is working to enhance, scale, and accelerate health and wellness, and to facilitate collaboration across the community of care.

The Explorys solution supports Population Health Management and Accountable Care models while applying the power of massively-parallel data processing to help save lives and make healthcare more affordable. The Phytel solution empowers provider-led population health improvement, providing care teams with proven technology to deliver timely, coordinated care to their patients. The SaaS-based registry uses evidence-based chronic and preventative care protocols to identify and notify patients due for service, while tracking compliance and measuring quality and financial results.

Position Summary

The Delivery Trainer/Technical Writer will report to VP, Delivery. There are two primary roles for this position: conduct onsite and remote client training and help build, maintain and improve training and delivery process and content across multiple products. The Delivery Trainer/Technical Writer will be responsible for training approach and delivery, ensuring end users in multiple roles understand and incorporate use of products during implementation. The Delivery Trainer/Technical Writer is responsible for educating client trainers and end users so that they will adopt IBM’s patient engagement, performance management, and care management solutions throughout the United States and abroad.

The Delivery Trainer/Technical Writer may also be responsible for completing information development projects working directly with software engineering teams and collaborating across multiple functional groups to positively impact customer engagement with our products. They independently generate complex content solutions, based on analytical skills & business knowledge related to healthcare user personas and general workflows.


  • Conduct training sessions remotely and onsite at client locations

  • Build, adapt, and continuously improve training content, incorporating new product features

  • Create engaging and compelling course content and product documentation that enhances customer product engagement

  • Work as an integrated team member on engineering projects to convert technical content into consumable client facing education components

  • Work with subject matter experts and identify customer workflows as they apply to the product features and functionality

  • May lead training planning sessions with client

  • Conduct knowledge transfer sessions with Delivery Manager

  • Perform due diligence to gain a thorough understanding of client’s organization and workflow, based on the client’s objectives (PCMH, MSSP ACO, shared savings programs, cost savings/revenue generating initiatives).

  • Gain working knowledge of the data that fuels client applications

  • Participate in account transfer to Account Executive after successful implementation

  • Support the development of tools, processes, and procedures that radically reduce customer implementation cycle time, improve adoption, and eliminate opportunities for defects

  • Facilitate internal knowledge and uptake of end user workflows across products, including onboarding Delivery Managers.

  • Travel of up to 50% is expected

What are they like?

  • Kind/personable/good listener

  • Service oriented

  • Collaborative

  • Positive, optimistic

  • Team-oriented

  • High level of personal accountability

  • Responsive

  • Sense of urgency, driven to deliver, self starter

  • Problem solver; looks for best alternative solution when faced with road blocks

  • Organized; ability to work on multiple projects at a time

What do they know?

  • Classroom management

  • Content development in a technical environment

  • Training curriculum design utilizing learning objectives and incorporating a variety of teaching techniques

  • Healthcare industry/business environment

  • Clinical workflow

  • Working knowledge of Lean Six Sigma Principles

  • Working knowledge of healthcare IT solutions

Where do they come from?

  • Healthcare provider organization

  • Healthcare industry

  • EMRs/HIEs

  • SaaS organizations

This position is located in Dallas, TX or Cleveland, OH.

Required Technical and Professional Expertise

  • 3 years of experience as a Trainer or an Instructor for external and/or internal customers

  • 2 years of experience in the healthcare industry

Preferred Tech and Prof Experience

  • 5 years of experience as a Trainer or an Instructor for external and/or internal customers

  • 3 years of experience in the healthcare industry

EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.