Kodiak Product Support Analyst

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At Crowe, you have the opportunity to deliver innovative solutions to today’s complex business issues. Crowe’s accounting, consulting, and technology personnel are widely recognized for their in-depth expertise and understanding of sophisticated process frameworks and enabling technologies, along with their commitment to delivering measurable results that help clients build business value. Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a “Best Place to Work.” We are 75 years strong and still growing. Come grow with us! 

Job Description:

About Kodiak Solutions

This is an exciting time to join our growing Kodiak Solutions team!  Recently, Crowe LLP reached a decision to divest its Crowe Healthcare Consulting practice, now Kodiak, in a sale to TPG, a global asset management firm that will be the perfect partner to take Kodiak to the next level.  The story around Kodiak is an impressive one.  Derek Bang, the practice founder and inventor of the group’s flagship software product for net revenue reporting, Revenue Cycle Analytics (RCA) came to Crowe nearly 20 years ago with an idea for a strategic pursuit in the Healthcare Industry through his previous experience as a Healthcare Auditor at a Big 4 firm.  Crowe invested in the idea, providing the resources and support necessary to launch the RCA product and organically grow the practice to its current state, now offering a broad suite of software and services that help healthcare CFOs solve challenges across financial reporting, revenue cycle, and risk and compliance.  Kodiak currently services more than 1,800 hospitals and 200,000 practice-based physicians across all 50 states. Due to the unique complexities of the business such as technology and data security, it is time for a new partner with the appropriate expertise and resources to invest in the future growth of Kodiak.  The transaction will enable Kodiak to operate with greater flexibility and focus, positioning it to accelerate growth and expand its technology portfolio to better serve healthcare provider organizations across the county.

The Product Support Analyst role is early in their technology career.  The role works within our Product Support Product Engineering team to Support and/or implement software via assigned incidents, requests, and changes provided by, and overseen by, technical leadership.   This role is learning how to support our products, work with immediate peers, and communicate appropriately.

​​​​​​​Key Responsibilities

• Learning technical skills required to resolve customer support cases/requests. 
• Learning team structure and way of work to deliver assigned items in established timelines 
• Gaining an understanding of various product and service datasets, codebases, and business purpose as part of support and implementation responsibilities. 
• Learning to balance individual workload across different types of requests leveraging ticketing system. 
• Learning compliance standards across various product areas. 
• Leveraging documentation related to products and services tasked with supporting/implementing. ​​​​​​​

Qualifications/Requirements

• Bachelor's degree in Computer Science, MIS, Information Systems or engineering fields, or equivalent experience 
• 0-2 years of relevant experience in product support and/or product implementation 
• Exposure to Microsoft SQL Stack (T-SQL, SSIS, SSRS) 
• Ability to develop product knowledge in a domain area, and across product lines 
• Ability to work in a shifting environment while maintaining various levels of standardization and consistency 
• Experience with ticketing system(s) preferably ServiceNow 
• Experience with Microsoft Azure and/or Snowflake, a plus 
• Technology certification, a plus 

Skills

• Troubleshooting - Can troubleshoot basic errors and fix them.
• Technical Understanding and Prioritization – Shows some confidence in technical understanding including the importance of prioritization.
• Technical Capability - Is able to use the software platform and basic features.
• Standard Operating Procedures - Understands and follows standard operating procedures.
• Compliance Mindset - Understands the importance of meeting compliance requirements.
• Empathy & Humility - Understands, on a basic level, and builds on the viewpoints of others. Makes sound decisions keeping customer in the forefront.
• Growth Mindset - Open to learning new skills and recognizes weakness in themselves.
• Initiative - Does not wait to be asked. If you are stuck on something you seek help quickly.
• Objectivity &am