Installs new applications, upgrades existing applications and provides go-live and rollout support. Support users on new applications, modules and functionality. Evaluates operational workflows and create system specifications from user requirements.

Qualifications:

• Application implementation, troubleshooting, and support;
• Application testing;
• Related clinical or business experience;
• Bachelor’s degree or equivalent experience.

Required / Desired Skills

• Required – Experience supporting and building for SoftLabMic (v4.5 or higher)
• Desired – Experience supporting and building for SoftPathDx, Flow, Ctg, Mol
• Nice to Have – Experience supporting Data Innovations
• Required – Travel to hospital sites will be required
• Required – Minimum 1-2 month weekly onsite, every other week remote possible after that time

Responsibilities:

• Install new applications, new components, and upgrade existing applications. Configure application settings.
• Provide go-live and rollout support. Support users on new applications, modules, and functionality.
• Provide application troubleshooting support for the application(s). Resolve the issue, forward it to the correct group for remediation, or elevate it to the vendor if required.
• Assist with determining how a new system, upgrade, or new component can best meet the needs of the users.
• Analyze business/clinical needs and requirements.
• Evaluate the operational workflow that is applied to the system.
• Create system specifications from user requirements.
• Create test plans and test new systems, version upgrades, and any system modification. Document all outcomes of testing.
• Design database queries and create reports utilizing a report-writing tool.
• Monitor application issues and evaluate issues as they arise.
• Write and maintain accurate and current documentation regarding application(s) supported by the team.
• Participate in the maintenance of training materials and disseminate materials to users. Provide timely, effective, and professional customer support on a 24×7 rotating basis.
• Work with the help desk and support personnel on escalated issues to identify problems and resolve them.
• Triage network, hardware, or workstation issues as required.
• Analyze necessary application modifications and work with the appropriate client company associate or the vendor to coordinate the modification.
• Act as a liaison to the vendor for Client Company or the client.
• Contact vendor to report escalations and obtain assistance with solving issues.
• Assist with the coordination of vendor activities including hardware or software installation.

Client Company is a professional services organization with a matrix reporting structure. Associate’s roles may differ depending on the project, however, their position and title remains the same.