Sr Technical Services Analyst

SOLVENTUM

8d•Remote

About The Position

Solventum is a new healthcare company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges. We pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. As a Key Accounts Support, Sr Technical Services Analyst, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. In this role, you will make an impact by providing technical support to ensure the seamless operation of Solventum software and interfaces, reducing system downtime, and improving client satisfaction. You will assist customers with troubleshooting software applications, interfaces, and system configurations, conduct system health checks and identify opportunities to enhance efficiency, and manage escalations and collaborate with senior resources and development teams to resolve complex technical issues. You will work closely with internal teams, including Customer Care and Development, to address technical concerns and improve customer support processes, identify opportunities to enhance workflows and improve support efficiency, and manage projects and operational reporting activities between Key Account Support internal team and Product Development. You will support process improvements by documenting troubleshooting steps, solutions, and best practices, assess and manage the mechanisms for providing exceptional technical communication between Key Account Support and Development, and make recommendations for changes in processes, procedures, and systems, implementing changes as approved or as required. You will assist in identifying operational reporting focusing on various processes within support case management, participate in direct client calls addressing various application topics, and provide Tier 2 support for team members assigned Cases. You will handle Unassigned Case and Task triage, and Case grouping by assigned team members, act as a liaison between EIT and Key Accounts for projects and go-lives, and deliver training oversight for new employees and current team members. You will meet personal Case closure goals each month, ensure Solventum HIPPA & PHI Policies and Procedures are followed, and drive team and team members to reach personal and team goals set by the Manager. You will work with EIT and Development resources to solve challenging Solventum software problems for clients, perform general Case quality assurance auditing, as well as team member case load and case reviews, and provide feedback to Manager on issues/concerns of team or work processes. You will meet with Manager weekly, minimum, to discuss team's goals/objectives and progress, and work on individual, team, and special projects as required. You will represent Solventum in communications with external customers and Solventum departments, and collaborate with Client Care, Development, and Product Owners to address technical concerns identified by Solventum clients. You will build credibility and trust with Solventum HIS customers and departments by providing solutions to software issues, inquiries, and problems, and identify areas of opportunity to improve operational metrics to improve customer satisfaction. You are required to provide after-hours on-call support as necessary and must be able to obtain and maintain security clearance to support government clients.

Requirements

Bachelor’s Degree or higher (completed and verified prior to start) from an accredited institution AND (4) four years of in Health Information, Client Services/Client Care arena, IT in a private, public, government or military environment OR High School Diploma/GED from AND (8) eight years of Health Information, Client Services/Client Care arena, IT experience in a private, public, government or military environment
Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Nice To Haves

Project Management Professional Certification (PMP)
Prior experience with IT service management tools (e.g., ServiceNow, Jira, or similar).
Excellent communication and collaboration skills for working with both technical and non-technical stakeholders.
Working knowledge of internal Solventum HIS product portfolio
Exhibit excellent customer communication and management skills - written, verbal and in-person
Embrace a challenging and changing business and process environment
Possess excellent problem solving, non-supervisory team management, and organizational abilities
Creative in approach and not adverse to getting into the details and work hands on with the technology
Proficient in MS Word, MS Excel, and MS Power Point
Understanding of health care industry and Health Information Systems environments
Display self-confidence when challenged within assigned areas and accept responsibility willingly
Ability to manage multiple priorities and meet deadlines
Capable of maintaining effective and professional customer relations in a fast-paced environment.

Responsibilities

Providing technical support to ensure the seamless operation of Solventum software and interfaces, reducing system downtime, and improving client satisfaction.
Assisting customers with troubleshooting software applications, interfaces, and system configurations.
Conducting system health checks and identifying opportunities to enhance efficiency.
Managing escalations and collaborating with senior resources and development teams to resolve complex technical issues.
Working closely with internal teams, including Customer Care and Development, to address technical concerns and improve customer support processes.
Identifying opportunities to enhance workflows and improve support efficiency
Manage projects and operational reporting activities between Key Account Support internal team and Product Development.
Support process improvements by documenting troubleshooting steps, solutions, and best practices.
Assess and manage the mechanisms for providing exceptional technical communication between Key Account Support and Development.
Make recommendations for changes in processes, procedures, and systems.
Implement changes as approved or as required.
Assist in identifying operational reporting focusing on various processes within support case management.
Participate in direct client calls addressing various application topics.
Tier 2 support for team members assigned Cases
Unassigned Case and Task triage, and Case grouping by assigned team members
Liaison between EIT and Key Accounts for projects and go-lives
Deliver training oversight for new employees and current team members
Meet personal Case closure goal each month
Ensure Solventum HIPPA & PHI Policies and Procedures are followed
Drive team, and team members, to reach personal, and team goals, set by Manager
Work with EIT and Development resources to solve challenging Solventum software problems for clients
Perform general Case quality assurance auditing, as well as team member case load Case reviews
Provide feedback to Manager on issues/concerns of team or work processes
Meet with Manager weekly, minimum, to discuss team's goals/objectives and progress
Work on individual, team, and special projects as required.
Represent Solventum in communications with external customers and Solventum departments.
Collaborate with Client Care, Development, and Product Owners to address technical concerns identified by Solventum clients.
Build credibility and trust with Solventum HIS customers and departments by providing solutions to software issues, inquiries, and problems.
Identify areas of opportunity to improve operational metrics to improve customer satisfaction.
Provide after-hours on-call support as necessary
Obtain and maintain security clearance to support government clients.