Sr. Technical Support Specialist

Quest Diagnostics   •  

Virtual / Travel

Industry: Healthcare


11 - 15 years

Posted 171 days ago

This job is no longer available.

The Sr. Technical Support Specialist will manage the development and deployment of software solutions; facilitate complexsupport issues; provide levels of effort for medium to large projects; ensure delivery of a quality software product; and provide leadership to thesupport team members. This professional will beresponsible to continually drive software improvements and ensure seamlesssupportof our customers.


Job responsibilities:

  • 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 callschedule, updating AlarmPoint as needed.

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

To qualify, the ideal candidate will have the following skills and experience:

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

  • 10+ years healthcare development /supportexperience.

  • Preferred - 5+ years Clinical laboratory experience
    BS/BA degree in Computer Science/Information Systems or related field, or equivalent combination of education and work experience.

In addition:

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

  • Software releaseschedule 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.