Technical Services Analyst I

MCG Health System   •  

Seattle, WA

Industry: Misc. Healthcare


5 - 7 years

Posted 332 days ago

Position Summary

The Technical Services Analyst I role is part of the Incident Management Team and works as the immediate contact for escalated issues from the Technical Services Specialists on the Service Desk.  This analyst is responsible for the service delivery of resolutions for incidents and problems across the entire line of MCG solutions.  This role provides the backbone for our Service Desk function and helps drives the efficiency of the team through providing knowledge base articles and updates used by the team.  Problem identification to reduce reported incidents is a key focus for this role. In addition, the Technical Services Analyst participates in the 24X7 on-call service rotation for off hours support.

Key Responsibilities

  • Act as the technical point of contact for issues escalated by the Service Desk
  • Manage support cases through all phases to resolution / close including escalations to management and / or other teams
  • Troubleshoot application, database, interfaces as needed / escalate to Product Management when appropriate
  • Resolve database and performance related issues
  • Handle a variety of client issues using both front end, .NET and backend, SQL Server technologies / identify the problem areas in the .NET code base and generate appropriate Root Cause Analysis
  • Coordinate both external and internal resources to effect problem resolutions
  • Interaction with Operations, Implementation, Partner Management, Product Management, and Development teams required
  • Set up and maintain test environments for reproducing client issues
  • Provide detailed, relevant, accurate, and timely call tracking in Salesforce CRM
  • Stay current on product features, platform technologies, and deficiencies across all solutions
  • Accurately prioritize work load (production down issues, call volume, tertiary tasks, etc.)
  • Follow group processes and procedures and contribute to continuous improvement of both
  • Participate in a 24x7 on-call support rotation, including weekends, evenings and holidays

Experience / Skills

  • Minimum 5 years client-facing Technical Support experience with a web application
  • 3+ years experience with SQL Server including complex T-SQL and all objects of SQL Server
  • 3+ years experience with Web application technologies including n-tier architecture using the .NET Platform.
  • 3+ years experience with Microsoft IIS and related technologies
  • Experience with troubleshooting environments via Telephone and WebEx
  • Demonstrate accurate, logical problem solving skills / exhibit strong technical documentation skills
  • Exhibit a collaborative, service oriented approach during both internal and external interactions
  • Self-Starter capable of and motivated to perform support tasks without continuous supervision
  • Proven success in group collaboration to collectively define, isolate, analyze, and comprehend complex issues
  • Excellent written and telephonic communication skills with internal and external clients
  • Ability to multi-task; able to meet deadlines despite multiple and conflicting priorities; able to constructively adapt to change
  • Evidence of professional approach to assignments; responsible; effective; efficient; ethical
  • Experience with code writing and API’s is preferred / healthcare product experience is preferred

Education / Training

  • Bachelor’s degree in relevant field is required
  • Formal support training or equivalent experience