Senior Technical Support Analyst- HTM

Sodexo-posted 7 months ago

Full-time • Mid Level

Remote • Fort Myers, FL

Food Services and Drinking Places

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Sodexo is currently seeking a dynamic Senior Technical Support Analyst to support the applications portfolio for our Healthcare Technology Management (HTM) division in North America. The HTM group is responsible for the strategic support and management of high-tech medical equipment across multiple healthcare systems. HTM applications supported by this role include tools and databases that are used to enable our Service Operations team as well as applications that are used by our healthcare clients. This role is remote but will require flexibility to support all US time zones.

Liaise, support and validate potentially complex requirements from Service Operations and mobilization teams as it relates to HTM applications and databases
Direct activities to streamline the overall deployment process to include working with and influencing leaders in other structures to action changes which may require changes in process or alternative application tools
Provide Second Level Support for the day-to-day running of HTM applications including Salesforce Field Service, ServiceNow, MS PowerApps, and more
Prioritize and/or escalate critical workstreams to drive to completion
Support the migration and validation of developed enhancements of products to production
Work with Sodexo NORAM IT and relevant vendors on application support issues
Collaborate with DEV teams and First Level Support to assist end users with reported issues
Manage migration and validation of changes between environments
Resolve incidents and communicate thoroughly with end-users throughout the incident
Coordinate between DEV and Partner Teams to bring incidents to resolution
Own IT tasks associated with new business start-up activities and cross-team collaboration
Train and reinforce for end-users on how to request support through HTM and NORAM IT ticketing systems

3 years' experience supporting high volume help desk activities
Experience with common application platforms such as Salesforce, ServiceNow, and MS365
Experience with common database management and scripting such as SQL, mySQL, etc.
Experience working within healthcare or related environments that are high urgency incidents
Proven track record working with disparate teams to coordinate and influence results
Experience in the Azure and D365 deployment of applications and changes (Field Service, CRM, Mobile Apps)
Ability to demonstrate ongoing training and pursuit of certifications in your areas of expertise
Good Customer Service and communication skills

Medical, Dental, Vision Care and Wellness Programs
401(k) Plan with Matching Contributions
Paid Time Off and Company Holidays
Career Growth Opportunities and Tuition Reimbursement

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