Technical Support Analyst 2

As a Technical Support Analyst 2 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.  

Other: Sponsorship is not available for this role.

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 
• 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. 
• Provide timely feedback to encourage success, ensure accountability, and connect opportunities for your associates' development. 
• 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: 

 

• 3+ years of experience in Customer Support or healthcare experience
• Bachelor’s degree in (Information Technology, Healthcare field) or related field
• Experience with customer support, troubleshooting, IT Services, ticketing systems, help desk experience
• Foundational IT and Networking knowledge 
• Able to be onsite 3 days a week in one of our hubs (Austin, Texas TX, Columbia Maryland, Kansas City, MO, Nashville, TN, Orlando, FL) 
• Due to client requirement, the candidate needs to be a U.S. citizen to work within the Federal space. 

 

Nice to haves:

• SQL or CCL experience preferred  
• IT certifications
• HL7 Knowledge
• Application/field knowledge

 

Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

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 $20.19 to $54.13 per hour; from: $42,000 to $112,600 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 f