Customer Service Admin Support A3

As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide level three support including problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, etc. to resolve issues. Calls are generally more complex application problems or requests to resolve problems if the system is “down” which relies on analytical and technical skills.

The Change Implementation Analyst role is a tenured support job in Support Services, Global Services organization.  This role is responsible to perform complex solution-related service request configuration for application maintenance. This person will perform scope assessment by gathering information, using application tools for configuring the system including large-scale configurations with efficiency tools.  They will apply and execute the change management processes, communicate and shadow end users, and test workflows for accuracy of configuration. They will also perform in-depth level consultation on solution best practices and standards of build across multiple solutions.  This resource is a contractually committed, client-facing function to deliver a fixed fee agreement with service level requirements.  If the service level requirements are not met, we will pay a portion of revenue back to the client and additionally be at risk of client being able to opt out of the contract, both resulting in reduced revenue.   

Basic Qualifications:

• 2+ years’ experience in Cerner Millennium 
• 2+ years’ experience with Perioperative and Supply Chain solution 
• Highly skilled at prioritizing work with varying degrees of scope and urgency
• Proven time management, critical thinking, and complex problem solving skills  
• Receipt of the appropriate government security clearance card applicable for your position
• Due to the client contract, you will be assigned, this position requires you to be a U.S. citizen

Preferred Qualifications:

• At least 2 years of clinical or customer service experience
• CCL/SQL command language knowledge

Career Level - IC0

In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Key technical contact for clients and staff which includes training and coaching. Handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system. Work is of moderate difficulty and needing some judgment. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment as needed. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.
 

Key Activities:

• Point of contact for clients as they go through an implementation. Resource for clients as things are being implemented.
• Capture requirements and determine scope of work to estimate delivery effort and delivery time frames
• Troubleshoot and problem solver, things can go wrong, and we need someone who is able to think on their feet and jump in to try and figure things out.
• Ticketing systems 
• M-F (8-5) 40 hours. Potential for overtime but not likely 
• Day to day: Combination of client meetings, emailing, team meetings, team of people that work with a client. 
• Part of a smaller team but you are working with the client individually. At the end of the year, you can point out what you worked on. 
• Hybrid Role - 2 days office visit is mandatory!

Ideal Candidate:  

• Deadline driven  
• Ability to prioritize   
• Technical background is helpful  
• Customer service experience   
• Needs to be organized  
• Ability to think through problems  
• Comfortable with learning   
• Fast-paced 

Disclaimer:

Certain US customer