Mediware Technical Support Analyst - Clinical Interface Lead in Lenexa, Kansas
Are you interested in changing the world of healthcare and human services? Do you want to work with innovative web and mobile software applications with great impact on society? Do you want to be amazed, inspired and proud of your job every day? Come and show us what you’re made of.
Mediware Information Systems, Inc. is a fast growing Top 100 Healthcare Software company. We design and build products that are inspiring and make a real impact in people’s lives.
As the MediwareTechnical Support Analyst, you will coordinate and execute project activities during Professional Services engagements. You will be responsible for ensuring project success, satisfaction of contractual obligations, and transition of customers into a post-implementation Customer Service program. You will be invited to participate in various aspects of the Customer Service and IT Management processes.
Principal Functions of the Job
Perform as a technical interface lead assigned to Mediware’s Blood Management Customer Support cases.
Perform as a technical interface lead on Mediware’s Blood Management interface projects.
Communicate on a regular basis with the designated Project Manager regarding project status.
Ensure internal and external customer satisfaction by adherence to all deliverable dates in project plan.
Help maintain the customer relationship by clearly setting expectations, understanding and meeting the customer’s needs, and representing Mediware Information Systems.
Participate in continuous improvement efforts to refine the division’s Professional Services methodologies and practices.
Provide accurate and consistent documentation of time expended and progress achieved against assigned activities in the division’s standardized Professional Services Automation platform and other systems as required.
Respond to escalated customer service requests per the established processes and criteria. Responsible for escalating implementation and support issues to appropriate persons or groups for resolution.
May provide support to customers after hours and on weekends. Resolve problems efficiently and professionally by applying knowledge of system software, applications and hardware including third party peripherals that affect the functionality and performance of the Company products.
Assist Sales and Marketing efforts as required.
Participate in department initiatives. May be assigned to represent the product in the Product Management Team (PMT) process.
Participate in the training and/or mentoring programs as assigned or required.
Adhere to the Mediware Values and support a positive company culture.
Respond to the needs and requests of clients and Mediware management and staff in a professional and expedient manner.
Other duties as assigned.
Bachelor’s Degree in related field preferred
Working knowledge of Health Level-7 standards
Minimum 3 years work experience required in using interface engine tools.
Minimum of 3 years of work experience required in Microsoft OS and SQL Server
Previous experience with clinical information system platforms, applications, and interfaces.
Able to work in a stressful / fast paced environment
Excellent troubleshooting, listening and problem-solving skills
Effective communication and customer service skills.
Must be flexible and be a team player
Must be able to work independently
Experience using the following interface engine tools: Rhapsody, Cloverleaf, and/or Ensemble
Knowledge of regulatory requirements for medical devices, Quality System Regulation, cGMPs related to Blood Bank/Transfusion, and other regulatory requirements as needed.
We're looking for talented individuals who want to use their skills to build a strong, technology-driven company. We offer competitive salaries, great benefits, and a casual and fun environment that encourages quality, creativity and excellence. Enjoy all we have to offer. We invite you to join us. Apply today!
*Mediware provides equal employment opportunities to all people without regard to race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category. *
Job Title: Technical Support Analyst - Clinical Interface Lead
Location: Lenexa, KS
Full/Part Time: Full
Department: Customer Service