Technical Consultant II

Working title: Technical Consultant II

Classification: IT Consultant II

Division: Administration

Program: Integration and Risk

Reports to: Sr. Director of Applications & Data

FLSA status: Exempt: Full Time

Schedule: Monday-Friday

Wage Range: $71,797 to $92,986 annually; depending on number of years of transferrable experience and internal equity
Job Summary:

The Technical Consultant II provides advanced technical support, business analysis, and technology enablement for assigned departments or service lines. This position serves as a primary liaison between business partners and technical teams, independently assessing moderately complex needs, clarifying requirements, coordinating issue resolution, and supporting the implementation and adoption of technology solutions. The TC II identifies recurring problems, evaluates opportunities for technology-enabled improvement, contributes to standards and documentation, and helps ensure solutions align with I&R governance, security requirements, and organizational priorities. This role functions with greater independence than the Technical Consultant I and may provide guidance, coaching, or escalation support to other technical staff.

The TC II operates under I&R governance, coordinates with department leadership, and is the second level of the Technical Consultant career path.
Essential Functions/Major Duties and Responsibilities:

A. Advanced Technology Integration ~35%

• Evaluate new and emerging technologies to determine their fit for business needs.
• Lead or coordinate small to moderately complex technology implementations, enhancements, or department-specific optimization efforts.
• Participate in solution evaluation, vendor discussions, product demonstrations, and fit-gap conversations when assigned.
• Identify areas where technology can enhance business processes or solve recurring issues.
• Coordinate testing activities with department users, including test scenario development, issue tracking, validation, and readiness feedback.
• Support change readiness by identifying training needs, communication needs, support impacts, and adoption risks before go-live.
• Partner with application, infrastructure, security, data, and governance teams to ensure proposed solutions align with organizational standards.
• Track implementation issues, decisions, risks, and follow-up items for assigned technology initiatives.
• Help evaluate whether implemented solutions achieved the intended business outcome and identify reasonable next steps when they did not.
• Participate in ongoing learning and contribute to team discussions on process improvements and standardization opportunities
• Follow RiverStone Health technical standards, security requirements, and documented best practices as defined by I&R governance.

B. Complex Business Analysis ~35%

• Serve as the primary technology relationship partner for assigned departments or service lines.
• Lead discovery conversations with department leaders and key users to clarify business needs, define problems, and separate technology issues from operational preference or process variation.
• Develop clear business and technical requirement summaries for moderately complex technology needs, system changes, reports, integrations, or application enhancements.
• Help departments evaluate whether a request should be handled as support, training, optimization, configuration, reporting, or formal project work.
• Translate department needs into structured intake documentation, including business purpose, expected outcome, affected users, risks, dependencies, and success criteria.
• Facilitate discussions between business partners and technical teams when requirements are unclear, competing, or likely to affect multiple systems.
• Support prioritization discussions by helping department leaders understand technical complexity, resource needs, and potential tradeoffs. Work closely with technical teams to translate business requirements into actionable technical specifications.
• Provide end-user instruction and basic training on Microsoft 365 tools, security best practices, HIPAA-compliant use of technology, and approved systems.

C. Technical Support & Issue Resolution ~25%

• Deliver frontline technical support, addressing tier 1 and tier 2 issues across hardware, software, and network environments.
• Serve as an escalation resource for complex tier 2 issues that require deeper technical investigation, cross-system troubleshooting, or coordination across multiple technical teams.
• Lead resolution efforts for assigned technical issues from discovery through closure, including communication with affected users, department leadership, and internal technical teams.
• Identify patterns in support requests and recommend preventive actions, documentation updates, configuration changes, or training opportunities.
• Review and improve knowledge base content, support procedures, and troubleshooting guides used by other technical staff.
• Utilize tools such as ticketing systems, remote diagnostic software, and monitoring platforms to deliver efficient support.
• Participate in an on-call rotation shared across the technical team.
• Provide informal coaching to Technical Consultant I staff or other support team members on troubleshooting approach, documentation quality, and customer communication.

Non-Essential Functions/Other duties as assigned ≥5%

• Perform other duties as assigned in support of RiverStone Health's mission and goals.

Education and Experience:

Minimum Qualifications

• Associate or bachelor's degree in information technology, computer information systems, business technology, or a related field; equivalent relevant experience may be considered.
• Five years of professional experience in technical support, systems support, or a related IT role.
• Extensive experience supporting end users, managing system changes, creating technical documentation, and working across functional teams.
• Demonstrates advanced proficiency in the ability to work independently and communicate effectively with both technical and non-technical stakeholders
• Any combination of experience and training which provides the equivalent scope of knowledge, skills, and abilities necessary to perform the work..

Preferred Qualifications:

• Experience with Microsoft 365, Windows environments, or user account administration.
• Experience in healthcare, public health, or regulated environments.
• Exposure to basic workflow documentation, process observation, or requirements gathering preferred.
• Experience with process improvement and/or solution implementation.

Required Certificates, Licenses, Registrations:

• Valid Montana driver license (travel between RSH sites may be required).
• Required to obtain emergency preparedness on the job training at a minimum of ICS 100, 200, and 700.

Knowledge, Skills, and Abilities:

• Working knowledge of common desktop hardware, peripherals, Windows operating systems, and Microsoft 365 productivity tools.
• Ability to learn department operations, workflows, and how technology supports service line needs.
• Strong customer service skills, sound troubleshooting methodology, and good documentation habits; works effectively with users of varying technical ability.
• Ability to observe a workflow, identify where it breaks down, and describe the problem clearly in writing.
• Ability to prioritize multiple requests, manage time, and follow through on routine tasks.
• Knowledge of HIPAA privacy, security, confidentiality requirements, and best practices
• Ability to follow technical standards, escalation procedures, and change management practices set by I&R governance.

Customer Service Excellence:

• Doing things right the first time
• Making people feel welcome
• Showing respect for each customer
• Anticipating customer needs and concerns
• Keeping customers informed
• Helping and going the extra mile
• Responding quickly
• Protecting privacy and confidentiality
• Demonstrating proper telephone etiquette
• Taking responsibility for handling complaints
• Being professional
• Taking ownership of your attitude toward Service Excellence.

Supervision:

• None

Physical Demands and Working Conditions:

• Work is primarily performed in an office or healthcare environment.
• Requires frequent use of a computer for a substantial portion of the shift.
• May require lifting, moving, or installing endpoints and peripherals within safe limits.
• Travel between RiverStone Health locations may be required.
• Ability to travel and use own personal vehicle. Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, other vehicles, etc. Travel occurs in all weather conditions, including extreme heat and cold
• Must create and maintain a safe and secure work environment by following applicable safety, health, and security procedures.

Freedom to Act & Decision Making:

• Works under limited supervision on assigned support, analysis, and implementation responsibilities.
• Uses independent judgment to assess moderately complex technical and business needs, determine next steps, and coordinate appropriate resources.
• May recommend or implement approved configuration changes, workflow-supporting adjustments, or standard technical solutions within established governance and change management practices.
• Leads regular meetings with assigned departments and ensures follow-up items are documented and advanced appropriately.

Communications & Networking:

• Daily written and verbal communication with other technology teams.
• Responsible for handling sensitive business and protected health information appropriately.

Budget & Resource Management:

• This position does not have direct budget or FTE responsibility.
• Responsible for appropriate stewardship of assigned equipment and resources