Technical Support Consultant

Responsibilities:

· Modify and build application and content configuration.

· Interact with customers to help troubleshoot and resolve product issues in the areas of system configuration/setup, product functionality and bugs/enhancements.

· Document issues and customer requests, following standard operating procedures and meeting SLAs.

· Explain and demonstrate application issues to product and solutions teams and convey customer requests.

· Communicate with solution management teams to improve on current design or to identify potential problems.

· Develop training content for customers and support team members.

· Mentor junior team members.

· Work with members from other teams to analyze the clinical impact of software issues and enhancements.

Skills:

· US Healthcare domain knowledge with healthcare application implementation or support experience.

· Understanding of healthcare related application, HIT terminology, patient care environments.

· Excellent problem-solving, troubleshooting, debugging, and strong customer support skills with strong desire and determination to resolve complex issues.

· Able to prioritize and recognize the impact of the issue on patient care.

· Excellent organizational, verbal and written communication, interpersonal, and time-management skills with the ability to multi-task and prioritize own work.

· Self-driven and a fast learner in a demanding environment.

Good to Have:

· Experience with HL7, MLM, ServiceNow.

· Basic understanding of Azure environments.

· Knowledge of configuring and using one or more Sunrise applications or components.

· Basic understanding of databases and writing SQL query statements to troubleshoot issues.

Experience:

· Minimum 5 years’ experience in supporting hospital/healthcare software, or hospital experience as a clinician, registered nurse, or a clinical pharmacist.

• Experience with SQL, HL7, MLM, and Azure would be desirable.

Qualification:

· Degree in healthcare or healthcare admissions and financials, Nursing, Pharmacy, Nursing Informatics or combination of equivalent skills and experience in information technology or Computer Science Engineering

Work Arrangements:

· Standard work week or as defined by business requirements.

· Rotational shift covering U.S. daytime hours with shift allowance.

· Can work remotely or in a standard office environment.

· Able and willing to work after-hours, on-call and/or holidays.