Vacancy expired!
Lead Product Support Specialist
Work on stuff that matters. Save lives. Deliver drug data products to support the decisions of healthcare professionals in 164 countries and screen over a billion prescription drug transactions per day.Wolters Kluwer Health's Clinical Effectiveness (CE) organization (www.wolterskluwercdi.com) is a fast-growing and innovation-driven healthcare information technology (HIT) provider working on the front lines of clinical care. Our talented team of physician editors, technologists, and product visionaries collaborate to provide advanced clinical decision support solutions that measurably improve clinical effectiveness by helping healthcare professionals provide optimal care for their patients.We are seeking a talented, collaborative, high-energy software professional with extensive technical expertise and a passion for software craftsmanship to help maintain current and build and test the next generation of our cloud-based data pipelines, embedded APIs, web services, and web applications. Medi-Span technology products are critical components of the clinical workflow when embedded in today's electronic health record systems and pharmacy systems.Key Responsibilities:- Driving customer questions and incidents quickly and effectively to resolution, escalating and/or engaging specialists when needed.
- Communicating to customers with empathy, clarity, and timeliness.
- Mentoring engineers to improve customer service communication skills, product knowledge, and technical analysis skills.
- Maintaining deep knowledge on product portfolio, SLA requirements, and technologies utilized.
- Advanced troubleshooting using technical diagnostic tools and system observability to address incidents.
- Creating a scalable, sustainable product support staffing model integrated with several agile development squads that utilizes existing model as much as possible.
- Planning for seamless transitions during engineer rotation between squads.
- Organizing the documentation, we have, enhance where needed, with the goal of having organized, predictable, and valuable internal documentation for product support and external documentation that addresses customer questions.
- Creating a formal demand and capacity management process with reportable metrics.
- Forming an incident triage process that ensures optimal use of resources based on complexity, impact, urgency, and priority of issues.
- Partnering with tier 1 customer support and product on-boarding technical consultants.
- Partnering with product owners and engineering managers to advocate for product enhancements that will improve the customer experience or support efficiency.
- Bachelor's Degree in computer science or related field
- 10 plus years of experience in a technical product support role
- 3 plus years of experience in a technical product support leadership position, including mentoring engineers, leading process improvements, and coordinating customer communication
- Excellent verbal and written communication skills
- Experience with ServiceNow or equivalent IT service management tool
- Deep understanding of how ITILv4, agile, and DevOps integrate for collaboration and improving outcome delivery. Know when it is appropriate to use ITIL (and when it is not).
- Experience working with development teams practicing Agile Scrum
- Working knowledge of operating system diagnostic tools for Windows and Linux
- Working knowledge of platform diagnostic and debugging tools for Java, Spring, C#/.NET, and web browsers
- Working knowledge of database statement debugging for Oracle and SQL Server
- Working knowledge of telemetry and alarming
- Working knowledge of at least one of the following general-purpose programming languages: Java, C#, JavaScript
- Experience with CI/CD and build tools (e.g. Jenkins, MSBuild, Gradle, Sonatype Nexus)
- Experience with REST web services and web applications
- Proficient on the command-line and with scripting (e.g. Ksh, Bash, Powershell, BAT)
- Experience with batch job control
- Knowledge of Azure and AWS cloud technology, especially related to IAAS and telemetry
- Knowledge of Java, Spring, and .NET configuration
- Experience with Oracle PL/SQL and Oracle ProC
- Knowledge of application security practices
- Experience with content and data pipelines
- Experience with web UI technologies (e.g. HTML, CSS, Bootstrap, JQuery, Angular, or React)
- Azure certifications are a plus.
- ITIL certifications are a plus.
- Industry experience in the health care sector is a plus.
- Approaches work with a strong sense of urgency and leads team to have the same drive.
Vacancy expired!