Technical Services Analyst

Job Summary

As a Technical Services Analyst, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse professionals around the world. In this role, you will make an impact by:

Responsibilities

• Providing Level 3 (L3) enterprise-level product support to both internal and external clients.
• Resolving assigned incidents within SLA timelines, collaborating with internal teams and external stakeholders (clients/vendors) as needed.
• Documenting all resolution activities and communications related to support requests/incidents in the appropriate ticketing system.
• Performing problem isolation and root cause analysis, and partnering with the escalations team for complex troubleshooting.
• Maintaining up-to-date status of issues in the incident tracking system and ensuring timely follow-ups on escalated cases.
• Participating in new product rollouts, maintenance releases, testing, documentation, and operational improvement initiatives.
• Contributing to the Knowledge Base as part of ongoing issue resolution and knowledge-sharing efforts.

Requirements

Minimum Qualification

• Bachelor's Degree or higher (completed and verified prior to start) from an accredited university.
• 5-8 years of experience in Product/Application Support for enterprise applications, preferably supporting US or international customers.

Communication Skills

• Excellent verbal and written communication skills.
• Strong customer service and support orientation.

Technical Skills

• Administrator-level knowledge of Windows operating systems and networking.
• Proficiency in Oracle and MS SQL databases, including performance tuning and backups.
• Experience with web servers such as IIS and Apache.
• Working knowledge of Postman and log monitoring tools like Splunk and Grafana.

Domain Knowledge

• Strong problem-solving skills related to complex enterprise software installations.
• Familiarity with the Healthcare domain (e.g., HL7, Revenue Cycle Management, ICD, EMR, EHR).

Additional Skills

• Experience with scripting languages is a plus.

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