Junior/Middle Technical Support Analyst IRC258490

Description

As part of the Healthcare IT (HCIT) Support team, you will work with a team of highly motivated people with a passion of providing world class customer service. This team focuses heavily on resolving key technical issues and providing technical insight for Customer sales representatives, health care providers, and patients utilizing Customer IT enabled therapies worldwide. You will have the opportunity to engage with critical resources to shape the way these cutting-edge medical technologies are supported. This role has a focus on receiving and addressing feedback to properly identify and handling potential medical device complaints that are subject to internal and external audits. HCIT provides 24/7/365 support via phone and electronic channels to Customer field representatives, customer accounts, health care providers, and patients. We are a shared IT service that supports Customer developed technologies, as well as off-the-shelf 3rd party solutions that deliver healthcare IT support services to Customer business groups.

The role of a Technical User Support Analyst (TUSA) is integral to providing the daily support our customers need to function in their job. The Customer businesses rely on the TUSA to deliver world class customer service and expert technical knowledge to enable the success and future growth to deliver

IT services, including:
• Non-Therapy Application Support
• Installation and Configuration
• Connectivity and Password Management
• Device Deployment and Technical Support
• Lost/Stolen Device Processing
• Manage Knowledge and Process Documentation

Support for:
• Medical and Consumer Mobile Devices and Apps
• Customer Apps
• Sensitive Data Management
• Printing Solutions
• Healthcare Patient Management Platforms
• Handle Complaint and Report Processing

 

The Digital Health organization is technology team which focused on next generation Digital Health capabilities which deliver on the Medicine mission and vision to deliver Insight Driven Care. This role will operate within the Digital Health Applications & Interoperability subgroup of the broader Digital Health team, focused on patient engagement, care coordination, AI, healthcare analytics & interoperability amongst other advanced technologies which enhance our product portfolio with new services, while improving clinical & patient experiences.

 

The project is a cloud-based PaaS Ecosystem built with a privacy by design centric approach to provide a centralized cloud-based platform to store, classify, and control access to federated datasets in a scalable, secure, and efficient manner.

The ecosystem will allow Customer Operating Units (medical device departments) to store federated data sets of varying sizes and formats and control access to those data sets through Data steward(s). Source data sets can be exposed to qualified use cases and workflows through different project types.

The Healthcare Data Platform ecosystem will provide ML/AI project capabilities for streamlined development processes and a ML/AI workbench to enhance data exploration, wrangling, and model training.

In queue: 15+ OU’s. At this moment focused on – Nuero, Cardio, Diabetes is the OU that data platform is working with, but there could be more OU’s coming up with requirements in future.

GL Role: is to work on the enhancement of current capabilities, including taking over the work that AWS proserve team is doing, and develop new requirements that will keep coming from different OU’s in the future.

Requirements

Must Have:

• Languages
   – Fluent in English
   – Fluent in a 2nd European language (Italian or/and Spanish).
• Excellent ability to communicate complex technical information to non-technical audiences
   – Written and oral communication, also in group events.
   – Develop user instructions (manuals)
• Well oriented in Microsoft Office 365

• Working time 8am-5pm
• Willing and readiness to have bussines travels across EU

• Have had previous support roles and is used to work in a service support environment (ServiceNow, Zendesk, Jira, Remedy etc.)
• Mobile device support experience
   – Device OS
   – Network: Cellular/Bluetooth/WiFi
   – Application deployments and support
   – Peripheral mobile application services: Office/Printing/File transfer
• Excellent knowledge of Windows OS.
   – Installation, configuration, support & tools
• Good knowledge of Windows Server Services
   – Installation, configuration, support & tools ex.
      – Windows Server and client services
      – Certificates
      – Active Directory
      – Group policy
      – File & Folder services
   – Network
      – TCP/IP
      – DNS
      – DHCP Services
• Some scripting experience (PowerShell, Python, advanced Dos etc.)
• Some knowledge of common file structures (xml, Json etc.)
• Awareness of one or more common frameworks around either ITIL, Agile or Project management

 

Nice to Have:

• Previous Healthcare experience
• Experience of working in a multinational enterprise environment.
• Experience working within digital healthcare IT systems
• Knowledge of open healthcare protocols: HL7, DICOM, PACS, FIHR
• Knowledge of Microsoft SQL Server and other DB solutions
• Linux OS knowledge
• AWS knowledge
• Experience providing phone support to sales representatives, health care provider staff, and patients
• Customer Service: Client-oriented telephone and email/chat abilities which grant the ability to respond quickly, competently, and patiently to client requests
• ITIL Foundation Certification

Job responsibilities

Typically an individual contributor with responsibility in a professional discipline or specialty. Delivers and/or manages projects assigned and works with other stakeholders to achieve desired results.The majority of time is spent delivering and overseeing the projects – from design to implementation – while and adhering to policies, using specialized knowledge and skills normally acquired through advanced education.

• Established and productive individual contributor.
• Works independently with general supervision on assignments.
• Having the abilities of
   – Gathering information, analytical thinking, troubleshooting, offering quality solutions
   – Works logically under pressure, can work in a changing environment and deals successfully with stressful situations
   – Interpersonal: Conflict resolution, teamwork
• Required , by own initiative, be able to communicate with peers and co-workers.
• Must be able to travel independently to various Custome buildings/sites
• Must be able to travel and work on site with customers in Hospitals, in different countries.

• Sets objectives for own job area to meet the objectives of projects, assignments and team goals.
• Contributes to the completion of project milestones.
• May have some involvement in cross functional assignments.
• Actively contributes to continuous improvement and internal processes, not limited to
   – Knowledge Management
   – Request fulfillment, Incident, Problem and Change Management
   – Process Documentation
   – Complaint Handling
   – Report Processing

• Projects and issues faced varies in their complexity and may require understanding of broader set of issues or other job areas.
• Acquire and maintain knowledge on IT services and solutions that customers use.
• Makes adjustments or recommends enhancements in systems and processes to solve problems or improve effectiveness of job area.

• Communicates frequently and is active when participating in meetings, in the same room as well as in virtual meetings online.
• Contacts others to share information, status, needs and issues in order to inform, gain input, and support decision-making
• In oral or written communication, having the ability to empathize with the customer in focus and bring a clear message.

• May provide guidance and assistance to entry level professionals and / or employee in Support Career Stream.

#LI-ZK1 #LI-Remote

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.