Expert Product Advisor - Technical SME

Job Summary:

Interfaces with customers, team members and other departments to guide and facilitate the day-to-day support and operations to Veradigm customers in diagnosing, troubleshooting and debugging enterprise level highly-sophisticated software and computer systems. Actively engages and serves as a mentor and trainer on issues requiring complex analysis and troubleshooting to expedite resolution of customer issues. Participates in the resolution of escalations, highly-complex issues and issues with potential for high customer impact. Identifies areas for improvement that will aid the team and our customers in supporting our solutions. Champions supportability issues by working with other departments and team members in the identification of product limitations, providing documentation, specific actions and results regarding future change or enhancement requests. Establishes and maintains open lines of communication with customers, support leadership and peers to foster attainment of business, department and team goals. Provides status updates, feedback and suggestions for improvement to team members and Support Leadership. Perform the responsibilities of the role on more than one product.

What you will contribute:

• Take an active role towards the resolution of escalations for highly complex, high impact issues.
• Inform Support leadership team of the priority issues you are actively engaged in.
• Manage escalations and supportability issues with Development and other departments
• Actively participate in ticket review meetings and other defect/enhancement prioritization efforts
• Analyze root cause, quantify impact to support, create and offer options for solution
• Provide assistance with Support Tickets to team (knowledge sharing, training, and mentoring). Lead Support Ticket review meetings.
• Proactive review of open Support Tickets to assess troubleshooting steps, create action plans and provide guidance to team members. Follow up to confirm execution of recommendations
• Create relevant, usable knowledge. Provide final review on Knowledge articles, reports and training.  Act as team Knowledge champion assuring Knowledge authoring is effective and adding value to team and customers
• Participate in release reviews. Review release documentation and training for supportability 
• Communicate product updates, new or changing features, and customer impact issues to the team
• Distribute and discuss new product issues and updates. Partner with Client Engagement to proactively notify customers of critical software problems and solutions
• Remain the expert for the solution, for one or more products, as the product evolves and share the expertise with the team
• Collaborate with peers and support leadership to discuss activities, strategies, initiatives, and opportunities that support team and business goals. Recommend suggestions for team and department improvement
• Take an active role on the Tiger Team for customer Implementations.

The ideal candidate will have:

• Bachelor's Degree or equivalent Technical / Business experience Required
• 7+ years relevant work experience; 2-3 years at the Senior level or equivalent experience Preferred
• Experience with Payor/Health-Plan operations and Provider EHR Required
• Expereince with Healthcare regulations, policies, management care plans and billing Preferred
• Experience in writing SQL Queries in collecting, analyzing trends for performing ad-hoc analysis Required
• Intermediate understanding of information data exchange between software systems through XML, Json and API interfaces Required
• Outstanding communication and documentation skills to relay detailed technical information to nontechnical stakeholders and excellent collaboration skills between cross functional teams.
• Experience with issue tracking tools such as Jira, TFS Required.
• Experience with Documents management software’s such as Confluence, SharePoint Preferred
• Experience in working with real-time data processing and generating meaningful reports such as PowerBI, tableau Preferred
• Prior experience with onboarding and implementation activities of new clients/programs Preferred
• Intermediate knowledge and understanding of cloud computing concepts and principles from business and technical perspective Preferred

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