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.
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.
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.