Solventum · 22 hours ago
Sr Technical Services Analyst
United States
Full-time
Remote
Mid, Senior Level
$96K/yr - $132K/yr
4+ years expSolventum is a new healthcare company focused on improving lives through innovative solutions. The Sr Technical Services Analyst will provide technical support for Solventum software, ensuring operational efficiency and high client satisfaction.
Responsibilities
Providing technical support to ensure the seamless operation of Solventum software and interfaces, reducing system downtime, and improving client satisfaction
Assisting customers with troubleshooting software applications, interfaces, and system configurations
Conducting system health checks and identifying opportunities to enhance efficiency
Managing escalations and collaborating with senior resources and development teams to resolve complex technical issues
Working closely with internal teams, including Customer Care and Development, to address technical concerns and improve customer support processes
Identifying opportunities to enhance workflows and improve support efficiency
Manage projects and operational reporting activities between Key Account Support internal team and Product Development
Support process improvements by documenting troubleshooting steps, solutions, and best practices
Assess and manage the mechanisms for providing exceptional technical communication between Key Account Support and Development. Make recommendations for changes in processes, procedures, and systems. Implement changes as approved or as required
Assist in identifying operational reporting focusing on various processes within support case management
Participate in direct client calls addressing various application topics
Tier 2 support for team members assigned Cases
Unassigned Case and Task triage, and Case grouping by assigned team members
Liaison between EIT and Key Accounts for projects and go-lives
Deliver training oversight for new employees and current team members
Meet personal Case closure goal each month
Ensure Solventum HIPPA & PHI Policies and Procedures are followed
Drive team, and team members, to reach personal, and team goals, set by Manager
Work with EIT and Development resources to solve challenging Solventum software problems for clients
Perform general Case quality assurance auditing, as well as team member case load Case reviews
Provide feedback to Manager on issues/concerns of team or work processes
Meet with Manager weekly, minimum, to discuss team's goals/objectives and progress
Work on individual, team, and special projects as required
Represent Solventum in communications with external customers and Solventum departments
Collaborate with Client Care, Development, and Product Owners to address technical concerns identified by Solventum clients
Build credibility and trust with Solventum HIS customers and departments by providing solutions to software issues, inquiries, and problems
Identify areas of opportunity to improve operational metrics to improve customer satisfaction
Required to provide after-hours on-call support as necessary
Must be able to obtain and maintain security clearance to support government clients
Qualification
Required
Bachelor's Degree or higher (completed and verified prior to start) from an accredited institution AND (4) four years of in Health Information, Client Services/Client Care arena, IT in a private, public, government or military environment
OR High School Diploma/GED from AND (8) eight years of Health Information, Client Services/Client Care arena, IT experience in a private, public, government or military environment
Required to provide after-hours on-call support as necessary
Must be able to obtain and maintain security clearance to support government clients
Preferred
Project Management Professional Certification (PMP)
Strong problem-solving and analytical skills
Prior experience with IT service management tools (e.g., ServiceNow, Jira, or similar)
Excellent communication and collaboration skills for working with both technical and non-technical stakeholders
Working knowledge of internal Solventum HIS product portfolio
Exhibit excellent customer communication and management skills - written, verbal and in-person
Embrace a challenging and changing business and process environment
Possess excellent problem solving, non-supervisory team management, and organizational abilities
Creative in approach and not adverse to getting into the details and work hands on with the technology
Proficient in MS Word, MS Excel, and MS Power Point
Understanding of health care industry and Health Information Systems environments
Display self-confidence when challenged within assigned areas and accept responsibility willingly
Ability to manage multiple priorities and meet deadlines
Maintain the highest standards of personal and professional integrity and ethics
Capable of maintaining effective and professional customer relations in a fast-paced environment
Must consistently maintain a high degree of positive motivation with a strong commitment to meet operational goals
Benefits
Medical
Dental & Vision
Health Savings Accounts
Health Care & Dependent Care Flexible Spending Accounts
Disability Benefits
Life Insurance
Voluntary Benefits
Paid Absences
Retirement Benefits
Company
Solventum
At Solventum, we enable better, smarter, safer healthcare to improve lives. We never stop solving for you.
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase