Responsibilities:
- Monitor and maintain software applications to ensure they run smoothly and efficiently.
- Issue Resolution: Troubleshoot and resolve technical issues reported by users and stakeholders.
- Documentation: Create and maintain accurate documentation for processes, procedures, and known issues.
- QA Assistance: Collaborate with QA analysts to perform testing and ensure software quality.
- Stakeholder Support: Provide support for software development teams and stakeholders, ensuring their needs are met.
- Performance Monitoring: Continuously monitor system performance and implement fixes or enhancements to improve reliability.
- Training: Assist in training staff and stakeholders in new features and processes.
- User Access Management: Manage user access and role-based security, ensuring appropriate permissions and access controls are in place.
- Continuous Improvement: Identify areas for improvement and propose solutions to enhance system performance and user experience.
- Triage system issues by reviewing assigned tickets, investigating reported bugs, and attempting to recreate issues.
- Analyze and identify root causes of problems within the system, present potential solutions when possible.
- Document findings and communicate issue summaries and updates to team leads or development teams for resolution.
- Research and troubleshoot recurring issues or process failures, including performing backend data reviews and root cause analysis.
- Draft and maintain user documentation and step-by-step guidance to support end-user education and clarify system workflows.
- Monitor trends in reported issues and assist with process improvement or preventive measures.
- Support quality assurance (QA) testing for new feature releases or bug fixes when QA resources are limited.
- Perform functional testing of new developments in pre-production environments and provide detailed feedback on any issues found.
- Collaborate cross-functionally with development, support, and operations teams to ensure issues are resolved efficiently and accurately.
Required Qualifications, Skills & Experience:
- Strong problem-solving, technical, and analytical skills to identify, reproduce, and diagnose technical issues.
- Experience using ticketing systems such as Jira, ServiceNow, or Zendesk for managing bugs and task workflows.
- Familiarity with QA methodologies and tools (e.g., Selenium, Jira), including participation in testing and release cycles.
- Prior support for EMR/EHR platforms (e.g., Epic, Cerner, Meditech) and healthcare applications or coding systems.
- Knowledge of user access management and role-based security principles.
- Proficiency in documentation tools such as Confluence and Microsoft Office Suite (Word, Excel, PowerPoint).
- Minimum of 5 years in production support, with exposure to QA and documentation tasks.
- Background in user or technical support, particularly within healthcare or software systems, is required.
- Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
Preferred Qualifications:
- Certifications: ITIL, AWS, or other relevant certifications.
- Technical Skills: Experience with Microsoft suite of products including SQL and knowledge of software development lifecycle.
What We Offer:
- Generous annual salary.
- Remote (within US only).
- Equipment provided.
- Medical/Dental/VisionInsurance.
- 401k matching (up to 2%).
- PTO: 120 hours accrued, annually.
- 9 paid holidays,
- Life Insurance,
- Short/Long term disability options,
- Tuition reimbursement.
- Professional growth and more!