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Company

Original Job Post

Imprivata · 5 days ago

Managed Services Engineer

United States

Full-time

Remote

Mid, Senior Level

$115K/yr - $147K/yr

7+ years exp

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Responsibilities

Provide technical environment assessment and strategic recommendations in support of maximizing value to customers.

Advise and influence assigned customers to follow Imprivata best practices.

Ensure the renewal of subscription Managed Services by providing outstanding customer service at all times.

Proactively monitor progress, identify risks, track and provide guidance to resolve issues.

Own the customer lifecycle and responsibility for ongoing health of the mobile platform by performing technical administration tasks including installation, configuration, and testing of Imprivata products, tactical management throughout implementation, ongoing adoption, and expansion phases.

Contribute to the creation & maintenance of project and process related 'best practice' methodologies, training and documentation.

Act as a solutions expert in the Imprivata mobile product line and understand how we integrate with industry workflows (Healthcare / Clinical, Retail, Manufacturing, etc.).

Assist with maintaining a repository of related documentation pertaining to the customer’s Imprivata enterprise.

Provide training for internal technical initiatives. This includes development of Technical Collateral, Field Workshops, and best practices methodologies.

Deliver advanced level training to both customers and channel partners on Imprivata’s products.

Establish and facilitate recurring customer meetings, and manage communication of status updates, deployment health reports, and recommendations to customer stakeholders.

Lead responses to certain support requests and troubleshooting efforts on behalf of Managed Services customer accounts, whether independent of or in conjunction with Imprivata Customer Support representatives. This may include rotating on-call assignments outside of regular business hours.

Organization of optimization projects, tasks, and related work requests on behalf of Managed Services customers.

Provide customer’s feedback to Product Development & Management to help identify potential new features and product enhancements.

Track all key customer data and status updates within Imprivata’ s CRM.

Leadership of occasional onsite meetings or assessments as needed.

This role requires occasional overnight travel, including air/rail/car transport within the North American region, up to 20%.

Other duties as assigned.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Enterprise software implementationMDM solutions administrationImprivata GroundControlHealthcare industry experienceApple Business ManagerDEPIOS device SupervisionIOSAndroid OSMobile app deploymentAppConfigEvaluating OS releasesCloud-to-Cloud/SaaS API IntegrationsIdentity ManagementSingle Sign-On technologiesAPI level knowledgeMobile Configuration ProfilesCertificates AdministrationTCP/IPDNSHTTPSSLScripting technologiesREST API IntegrationsBulk operationsMicrosoft AzureM365 servicesSupport CRM systemsSalesforceTechnical explanation to non-technical audiences

Required

Bachelor’s degree or equivalent work experience in Business, Computer Science Engineering or related discipline.

7+ years in the software industry with demonstrated expertise implementing enterprise software packages or custom systems.

3+ years of experience implementing and administering MDM solutions such as VMware Workspace One, Microsoft Intune, Jamf Pro and / or Ivanti Neurons (MobileIron). Product Certification is a plus.

Experience implementing and administering Imprivata GroundControl is a plus.

3+ years of experience serving healthcare customers.

Experience with Apple Business Manager.

Experience with DEP (Device Enrollment Program) and iOS device Supervision.

Experience with iOS and Android mobile operating systems.

Experience with mobile app deployment and AppConfig.

Experience evaluating new OS releases for platform compatibility.

Experience with Cloud-to-Cloud / SaaS API Integrations.

Experience with Identity Management and Single Sign-On technologies

Strong knowledge at the API level of 3rd party mobile applications.

Strong knowledge creating, deploying, and troubleshooting Mobile Configuration Profiles.

Working knowledge of Certificates and Certificate Administration.

Working knowledge of TCP/IP, DNS, HTTP, and SSL.

Knowledge of scripting technologies for REST API Integrations and bulk operations.

Knowledge of Microsoft Azure and related M365 services is a plus.

Experience with support CRM systems. Salesforce experience is a plus.

Excellent verbal and written skills, as well as leadership, organizational and time management, presentation, and independent problem-solving skills.

Proven ability to explain complex technical topics related to system architecture and design to non-technical audiences.

Technical project management experience is a plus.

Experience implementing and supporting applications in a healthcare context for clinical users.

Ability to work under pressure and meet deadlines.

Self-motivated, positive, and professional customer service attitude.

High level of comfort working in complex customer environments and providing delivery that is highly and consistently responsive to internal and external customer expectations.

Able to guide the customer toward high-value business outcomes as relate to their investments in Imprivata solutions, while managing technical details and organizational complexity.

Requires ability to accurately estimate, plan, and provide up-to-date reports during engagements.

Ability to manage, negotiate and influence at both the operational and executive levels.

Preferred

Product Certification in MDM solutions such as VMware Workspace One, Microsoft Intune, Jamf Pro and / or Ivanti Neurons (MobileIron).

Experience with Microsoft Azure and related M365 services.

Salesforce experience.

Technical project management experience.

Company

Imprivata

Glassdoor

3.4

The digital identity company for life- and mission-critical industries, simplifying secure access across hyper-complex ecosystems

Founded in 2002

Waltham, Massachusetts, USA

501-1,000 employees

http://www.imprivata.com

H1B Sponsorship

Imprivata has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Trends of Total Sponsorships

2023 (3)

2022 (15)

2021 (11)

2020 (6)