Spec Technical-Sr, Support

Quest Diagnostics   •  

Norristown, PA

11 - 15 years

Posted 249 days ago

This job is no longer available.


The Sr. Technical Specialist will manage the development and deployment of
software solutions; facilitate complex support issues; provide levels of effort
for medium to large projects; ensure delivery of a quality software product;
and provide leadership to the support team members.   This role will be responsible to continually drive software improvements and ensure seamless support of our customers.


Serves as Project Manager for mini-PEP projects to correct system defects, utilizing SharePoint and Clarity, creating Service Requests and Tasks as required, and attending all milestone review meetings.

Serves as EFRT (Emergency Fix) Facilitator including tracking all approvals, follow-up with requestor if clarification is needed, sending approval announcement, conducting EFRT Post Mortem, creating quarterly EFRT metrics for SQA.

Manages Error Trap Monitoring for all projects in scheduled releases, off-cycle, and
emergency fix deployments to SRT, Validation and Production environments. Pulls
data from StarTeam with Tier 3 Support to set up automatic emails to all
developers, reviewers and managers when a new defect has occurred for a
monitored resource. Follows up with developer when research is required to find
root cause.

Attends standardization meetings to keep Support current with conversion efforts in
preparation for pre-production support and go-live timelines.

Conducts weekly SLA Ticket Breach meetings with Support team to troubleshoot and brainstorm to root cause and corrective action on complex aging tickets.

Facilitates Support team training for all required software releases with recording and documentation organized on Wiki.

Manages yearly weekend and holiday on call schedule, updating AlarmPoint as needed.

Writes SOPs as needed, and reviews and updates as appropriate for management signatures.


Education Preferred: 

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

Work Experience:

3+ years technical project management on healthcare or similarly based systems

10+ years healthcare development /support experience.

Preferred - 5+ years Clinical laboratory experience


Software quality metrics, including defects during the SDLC and post-production

Software release schedule adherence and metrics

Manages the design, development and deployment of all assigned defect resolution projects, error-free

Manages acceptable level of backlog volume

Manages acceptable level of research tickets

Manages acceptable response and resolution SLA for all ticket severity levels

Completes all Sprint project assignments and meets deadlines

Audit and compliance scores

Demonstrated technical project management and leadership experience

Demonstrated expertise with regard to clinical information systems

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

Excellent knowledge of and proficiency in the software development lifecycle phases, project management, process management and change management

Excellent written and oral communication and presentation skills.


The successful candidate should demonstrate our core competencies of

 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.

 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.

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.

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.

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. 

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:



High Skilled workforce

Familiarity with Cloud, Mobile applications

Ensuring our users experience is mission critical

Supporting Agile and agility within our development and operations.

All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity.