Technical Solution Analyst

As a Technical Solution Analyst 1 on the Federal Aligned Support Team, you provide functional and technical expertise to our clients with the Oracle Health Electronic Medical Record suite of applications and products. Much of your time will be spent troubleshooting service requests, retesting workflows, resolving client incidents, and maintaining frontend and backend applications while creating documentation throughout the lifecycle of an issue. While performing troubleshooting via backend methods, you will capture log files, query tables, update database fields, and update servers. As you work with Oracle Health technologies, you prioritize your work and provide exceptional service and accomplishments to your team and customers.  

 

Responsibilities

• Perform troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally.
• Perform troubleshooting investigations via back-end methods by capturing log files, querying tables, updating database fields, and updating/cycling servers.
• Communicate professionally to customers or internal contacts via phone, email or instant message.
• Collaborate across teams and organization to ensure complex issues are addressed by the appropriate individuals/teams.
• Document notes, activities, resolutions, and other knowledge articles throughout the lifecycle of an investigation.
• Seek to understand disagreements, ensure all perspectives are heard and facilitate a plan for resolution.
• Lead by example and share knowledge and experiences with associates and team. Create a respectful work environment where you advocate for your team, create accountability and recognize accomplishments.
• Participate in team after-hours and holiday/weekend on-call rotation to ensure critical and time-sensitive issues are addressed and resolved in a timely manner.

Qualifications

• Preferably 2+ years of experience in customer support, technical support or healthcare industry experience
• Bachelor’s degree in related field (Information Technology, Computer Science, etc.)
• Experience with customer support, troubleshooting, IT Services, ticketing systems, help desk experience
• Able to be onsite 3 days a week in one of our hub locations (Austin, TX, Columbia, MD, Kansas City, MO, Nashville, TN, Orlando, FL)  
• Candidate must be a U.S. citizen to work within the Federal government space

Preferred Skills

• Basic IT knowledge 
• Basic networking knowledge
• SQL, CCL, HL7 knowledge and/or back-end experience querying database tables  
• Technical certifications

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $21.97 to $42.88 per hour; from: $45,700 to $89,200 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14.