Vacancy expired!
- Configure, analyze and support clinical, registration, administrative and other healthcare information systems used for delivery of patient care and other supporting functions
- Consult with development, training, support teams as well as field teammates to identify current operating procedures and to clarify objectives within applications
- Write documentation to describe program development, logic, enhancements and corrections
- Write change release details or new/current operating procedures for our customers
- Actively triage support issues through an enterprise level ticketing system
- Commit to proactive and reactive communication with support requesters as well as other IT organizational teams
- Ability to follow processes to lead, manage and monitor all aspects of application use and performance to pinpoint cause and clearly escalate issues to senior teams
- Perform basic remote application support activities through tools such as Beyond Trust
- Will be working with Spanner and writing out defect items in JIRA
- Collaborate with clinical and business advisory groups to provide system solutions that support and enhance the adoption of electronic medical records and supporting components including system configuration, function and access
- Develop and maintain Application Support standards, process, procedure and policies and other documentation as requested
- Provide education and documentation to teammates at the requester and Service Desk level to promote service excellence
- Publish materials to be used in the Knowledge Base system to help teammate's self-service issues and educate other support teams
- Collaborate with other IT organizational teams in support of enterprise wide goals
- Will help build tools when the product is out of pilot.
- Associate's Degree in Computer Science, Information Systems or other related field. Or equivalent work experience
- Minimum of 2 years in a customer service function, supporting non-technical customers in a technical environment
- Needs to have Tier II ticket handling and communication experience.
- Experience supporting proprietary applications
- Advanced computer skills and proficiency in MS Word, Excel, PowerPoint and Outlook
- Must have an analytical mindset (asking why did this happen, where did it go wrong, and what should happen in the future)
- Needs to have SQL knowledge and have the experience writing queries
- Ability to read and recognize function of PL/SQL queries
- Experience providing documentation
- Strong customer service skills and communication skills
- Flexible attitude and willing to serve in multiple roles when needed
- Customer empathy (as customer is transitioning from a legacy system to a new system)
- Knowledge in the use of Github, Cloud Spanner, Cloud SQL, Google Cloud Storage would be ideal to perform troubleshooting related to application changes and releases
- Any experience with Spanner and Cloud troubleshooting would be a huge plus
- Intermediate knowledge of Cloud platform support
- Any healthcare application support experience would be a plus
Vacancy expired!