MWS Support Software Engineer I

Less than 5 years experience  •  Healthcare

Salary depends on experience
Posted on 06/21/18
Less than 5 years experience
Healthcare
Salary depends on experience
Posted on 06/21/18

JOB SUMMARY:

Reporting to the Director of L3 Middleware Support, the Software Engineer I for MWS Support will be responsible for keeping all Middleware applications running at optimal performance levels. This includes QDIB, QDRS, ONS, Impact, and Cloverleaf.  They will be tasked with resolving support tickets, managing and responding to proactive monitoring solutions, and working with our SDLC teams to understand new features and functionality before they are released to our clients. This role will continually drive software improvements and ensure seamless support of our customers. They will participate in problem triage calls as needed. This role is responsible for the support and troubleshooting of multiple enterprise wide systems.


JOB RESPONSIBILITIES:

  • Coordinating system Infrastructure and Application maintenance, upgrades, and vulnerability management

  • Ensuring that Production, Dev, QA, and DR environments are available and documented as needed

  • Managing access to our applications and tools

  • Escalating IT related issues with internal IT groups and Vendors.

  • Triaging daily issues (24/7) between all IT, vendor and lab partners to keep system operational

  • Supporting existing client interfaces to ensure connectivity

  • Building out of new Client interfaces on existing platforms

  • Responding to issues in accordance with established Standard Operating Procedures and Service Level Agreements

  • Communicating proactively with our sales and business partners to assess issues and provide periodic status updates

  • Performing assessment analysis to identify scope of problems and escalate recurring issues to management

  • Supporting Problem Management calls; provide technical skills to research issues as required and participate on escalations and issue resolution teams to address chronic, priority issues

  • Proactively monitoring alerts and resolving issues as required

  • Maintaining proficiency in application and product expertise.

  • Keeping abreast of the new Quest Diagnostics technologies and organizational impact

  • Demonstrating ability to communicate effectively with all levels, including customers, technical personnel and management.

     

JOB REQUIREMENTS:


Education Preferred: 

  • BS/BA degree in Computer Science/Information Systems or related field, or equivalent combination of education and work experience

 

Work Experience:

  • 2-5 years’ experience in technical support and troubleshooting of multiple systems including interface engines, J2EE applications and complex distributed systems.

  • 2-5 years’ Customer Service experience

  • Experience with ticketing systems such as Remedy or HP Service Manager preferred

  • Experience with Java, Perl, TCL, SQL, Unix/Linux, HL7, XML, FTP, TCP/IP, SCAPM, Cloverleaf, JBOSS, Weblogic, and WebSphere preferred.


Other:

  • Application experience with MS Windows, MS Office, MS Lync, and MS Outlook.

  • Excellent proficiency in problem solving and troubleshooting production issues

  • Excellent interpersonal and communication skills

  • Excellent organizational, time management, customer service, prioritization and multi-tasking skills

  • Overnight, Weekend, Holiday supporton-call as required

  • First Shift Hours – Slight change in shift hours may be required to provide adequate overlap of support coverage

  • Less than 25% Travel required for training and/or team meetings

 

COMPETENCIES:

 

The successful candidate should demonstrate our core competencies of

  1. Focus on Customer Seeks to understand and meet the needs and expectations of customers in a manner that provides customer satisfaction and loyalty. Starts with the customer experience and works backwards to the technology. Familiar with design thinking methodology.
  2. Know the Business Uses knowledge of Quest’s key customer groups and needs, markets, business operations, performance trends and emerging issues and digital trends to inform short and longer-term focus.
  3. Collaborate with Others Able to work with others to achieve business priorities. Approaches others with a positive attitude toward achieving common goals. Treats others with respect and values the contributions of others.
  4. Promotes Strategic Alignment Collects, analyzes and leverages the broader market and competitor trends to set and communicate strategy and ensure alignment of all core business processes.
  5. Digital Dexterity Fluent in modern digital technologies such as cloud, mobility, apps, social media and networking, information, and usability.  Able to use technologies in unique, highly innovative ways to better serve customers.
  6. Adaptability Responds effectively to changing environments. Able to foresee and change before the need to change arises. Keeps pace with relevant, leading edge technology, sees change as an opportunity.

Digital Mindset:

The candidate should also support our desire to move our HTAS organization to a digital mindset.  This should include shifting from a traditional mindset to digital with emphasis on:

  • Innovation

  • Collaboration

  • High Skilled workforce

  • Familiarity with Cloud, Mobile applications

  • Ensuring our users experience is mission critical

  • Supporting Agile and agility within our development and operations.

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