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Form of workJob Description
Software Guidance & Assistance, Inc., (SGA), is searching for a Support Analyst – Telehealth Delivery Services for a CONTRACT assignment with one of our premier Healthcare Services clients in Meliville, NY.
Responsibilities:
RequiredSkills:
Responsibilities:
- Candidate will be supporting various Telehealth applications including Teledoc and Philips Ecare Manager.
- Act as subject matter expert for assigned products, providing support for client projects, operations, ongoing development and enhancements, and maintenance activities.
- Works to ensure that product service levels are met, research and documents findings and coordinates the execution and validation of product upgrades and environment maintenance.
- Coordinates product activities across architecture, engineering, support, development, and the client (as appropriate) to ensure service levels are met.
- Coordinates and drives compliance with change control policies and processes across all products.
- Understands and can interpret HL7 message structure and format, can troubleshoot HL7 interface errors, and can recommend HL7 mapping changes.
- Understands other system integration methods such as APIs.
- Facilitates client case management across functional teams for product.
- Interacts with Project team during the software build or configuration and testing process.
- Designs and/or executes unit, system, and integration test plans for new developments/releases/reports.
- Develop technical documentation based on standard operating procedures in support of the assigned application and/or client account.
- Reviews and coordinates feedback on program team documentation (e.g., RACI, SOP).
- Gathers and reviews functional requirements from the client; Documents functional defects and obtains clarification to better understand the scope and the problem.
- Proposes solutions to client requirements/problems.
- Ability to research product behavior and provide/interpret root cause analysis reports.
- Oversees technical application configuration and configure/run reports at user request.
- Identifies the common causes of defects, prioritize them, and systematically remove them.
- Leads all product maintenance activities.
- Ability to act as an escalation point for production support for internal and client use of the product.
- Participates in weekly calls with client to provide updates on deliverables, communicates risks, issues and client participation needed to deploy the solution to production environments.
- Participates in 24/7 production On-call support for the assigned application.
RequiredSkills:
- 5+ years of IT Clinical Application implementation experience. (Required)
- 3-5 years practical experience in technical support, analysis, project management, or related functions. (Required)
- Good understanding of healthcare technologies that includes Clinical Applications, Server Infrastructure, Networking and Data Integration.
- Strong leadership skills: ability to drive solutions, work in a collaborative team environment, and effectively communicate across all impacted service lines.
- Ability to successfully manage and execute multiple, large scale projects using project/resource management tools and processes.
- Ability to identify, analyze, and drive problems to resolution, handling complex issues simultaneously while effectively communicating across teams.
- Strong time management and personal organizational skills, including the ability to prioritize and multi-task.
- Strong verbal and written communication skills.
- Biomedical experience (Preferred).
- Knowledge of HL7 and APIs (Preferred).
- Knowledge of telemedicine technologies (Preferred).
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at https://sgainc.com.
EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.
