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- Coordinates product activities across architecture, engineering, support, development, and the client (as appropriate) to ensure service levels are met.
- Coordinates and drives compliance with change control policies and processes across all products.
- Participates in product maintenance activities.
- Provides production support for internal and client use of the product.
- Facilitates client case management across functional teams for product.
- Interacts with Business Analysts during the software build or configuration and testing process.
- Performs technical application configuration and configure /run reports at user request, Research product behavior.
- Designs and/or executes unit, system, and integration test plans for new developments/releases/reports.
- Maintains technical documentation based on standard operating procedures in support of the assigned application and/or client account.
- Identifies the common causes of defects, prioritize them, and systematically remove them.
- Reviews and coordinates feedback on program team documentation (e.g., market requirements documents).
- Gathers and reviews functional requirements from the client; Documents functional defects and obtains clarification to better understand the scope and the problem. Proposes solutions to client requirements/problems.
- Leverages content and deliverables from blueprints and solution store to minimize turnaround time.
- Participates in weekly calls with client to provide updates on deliverables, communicates risks, issues and client participation needed to deploy the solution to production environments.
- Participates in 24/7 production On-call support for the assigned application.
- Understands and can interpret HL7 message structure and format, can troubleshoot HL7 interface errors, and can recommend HL7 mapping changes.
- Understands other system integration methods such as APIs.
- Education Level: Bachelor's Degree Preferred
- Experience: 2-4 years relevant work experience Preferred
- Additional Work Experience: 2-5 years - practical experience in technical support, analysis, project management, or related functions. Required.
- Licenses/Certifications: Compliance with L1 internal certification program. Required.
- Altera Solutions supported applications and knowledge of Altera clients and familiarity with the healthcare industry in general.
- Software support experience demonstrating troubleshooting / analytical skills.
- Software development life cycle.
- Project Management.
- Configuring and using one or more applications or components.
- Experience with the following software and systems preferred:
- Active Directory
- Veeam
- VMware
- Watch Directory and sFTP processes
- Microsoft Azure
- AWS
- Microsoft Exchange Citrix
- LDAP
- PDQ