As a Technical Support Analyst 2 on the Federal Aligned Support Team, you provide functional and technical expertise to our clients with the Oracle Health Electronic Medical Record suite of applications and products. Much of your time will be spent troubleshooting service requests, retesting workflows, resolving client incidents, and maintaining frontend and backend applications while creating documentation throughout the lifecycle of an issue. While performing troubleshooting via backend methods, you will capture log files, query tables, update database fields, and update servers. As you work with Oracle Health technologies, you prioritize your work and provide exceptional service and accomplishments to your team and customers.  

Other: Sponsorship is not available for this role.

Responsibilities 

Perform troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally  Perform troubleshooting investigations via back-end methods by capturing log files, querying tables, updating database fields, and updating/cycling servers  Collaborate across teams and organization to ensure complex issues are addressed by the appropriate individuals/teams  Document notes, activities, resolutions, and other knowledge articles throughout the lifecycle of an investigation  Seek to understand disagreements, ensure all perspectives are heard and facilitate a plan for resolution.  Lead by example and share knowledge and experiences with associates and team. Create a respectful work environment where you advocate for your team, create accountability and recognize accomplishments.  Provide timely feedback to encourage success, ensure accountability, and connect opportunities for your associates' development.  Participate in team after-hours and holiday/weekend on-call rotation to ensure critical and time-sensitive issues are addressed and resolved in a timely manner 

Qualifications: 

 

3+ years of experience in Customer Support or healthcare experience Bachelor’s degree in (Information Technology, Healthcare field) or related field Experience with customer support, troubleshooting, IT Services, ticketing systems, help desk experience Foundational IT and Networking knowledge  Able to be onsite 3 days a week in one of our hubs (Austin, Texas TX, Columbia Maryland, Kansas City, MO, Nashville, TN, Orlando, FL)  Due to client requirement, the candidate needs to be a U.S. citizen to work within the Federal space. 

 

Nice to haves:

SQL or CCL experience preferred   IT certifications HL7 Knowledge Application/field knowledge