Sr Technical Services Analyst
New
Remote -United StatesFull-TimeSenior
Salary96,000 - 132,000 USD per year
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Job Details
- Experience
- (4) four years of in Health Information, Client Services/Client Care arena, IT in a private, public, government or military environment OR (8) eight years of Health Information, Client Services/Client Care arena, IT experience
- Required Skills
- JiraCommunication SkillsMicrosoft ExcelProblem SolvingTeam managementServiceNow
Requirements
- Bachelor’s Degree or higher (completed and verified prior to start) from an accredited institution AND (4) four years of in Health Information, Client Services/Client Care arena, IT in a private, public, government or military environment OR High School Diploma/GED from AND (8) eight years of Health Information, Client Services/Client Care arena, IT experience in a private, public, government or military environment
- Project Management Professional Certification (PMP)
- Prior experience with IT service management tools (e.g., ServiceNow, Jira, or similar).
- Excellent communication and collaboration skills for working with both technical and non-technical stakeholders.
- Working knowledge of internal Solventum HIS product portfolio
- Exhibit excellent customer communication and management skills - written, verbal and in-person
- Embrace a challenging and changing business and process environment
- Possess excellent problem solving, non-supervisory team management, and organizational abilities
- Creative in approach and not adverse to getting into the details and work hands on with the technology
- Proficient in MS Word, MS Excel, and MS Power Point
- Understanding of health care industry and Health Information Systems environments
- Display self-confidence when challenged within assigned areas and accept responsibility willingly
- Ability to manage multiple priorities and meet deadlines
- Capable of maintaining effective and professional customer relations in a fast-paced environment.
Responsibilities
- Providing technical support to ensure the seamless operation of Solventum software and interfaces, reducing system downtime, and improving client satisfaction.
- Assisting customers with troubleshooting software applications, interfaces, and system configurations.
- Conducting system health checks and identifying opportunities to enhance efficiency.
- Managing escalations and collaborating with senior resources and development teams to resolve complex technical issues.
- Working closely with internal teams, including Customer Care and Development, to address technical concerns and improve customer support processes.
- Identifying opportunities to enhance workflows and improve support efficiency
- Manage projects and operational reporting activities between Key Account Support internal team and Product Development.
- Support process improvements by documenting troubleshooting steps, solutions, and best practices.
- Participate in direct client calls addressing various application topics.
- Tier 2 support for team members assigned Cases
- Unassigned Case and Task triage, and Case grouping by assigned team members
- Liaison between EIT and Key Accounts for projects and go-lives
- Deliver training oversight for new employees and current team members
- Meet personal Case closure goal each month
- Ensure Solventum HIPPA & PHI Policies and Procedures are followed
- Drive team, and team members, to reach personal, and team goals, set by Manager
- Work with EIT and Development resources to solve challenging Solventum software problems for clients
- Perform general Case quality assurance auditing, as well as team member case load Case reviews
- Provide feedback to Manager on issues/concerns of team or work processes
- Meet with Manager weekly, minimum, to discuss team's goals/objectives and progress
- Work on individual, team, and special projects as required.
- Represent Solventum in communications with external customers and Solventum departments.
- Collaborate with Client Care, Development, and Product Owners to address technical concerns identified by Solventum clients.
- Build credibility and trust with Solventum HIS customers and departments by providing solutions to software issues, inquiries, and problems.
- Identify areas of opportunity to improve operational metrics to improve customer satisfaction.
- Required to provide after-hours on-call support as necessary
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