Job Summary

Act as subject matter expert for assigned products, providing technical support for client operations, ongoing development, and maintenance activities. Works to ensure that product service levels are met, researches and documents bugs, and coordinates the execution and validation of product upgrades and environment maintenance.

Essential Functions/Major Job Responsibilities

• Coordinates product activities across architecture, engineering, support, development and the client (as appropriate) to ensure service levels are met
• Coordinates and drives compliance with change control policies and processes across all products
• Participates in product maintenance activities
• Provides production support for internal and client use of the product
• Facilitates client case management across functional teams for product
• Interacts with Business Analysts during the software build or configuration and testing process
• Performs technical application configuration and configure /run reports at user request; Researches product behavior
• Designs and/or executes unit, system and integration test plans for new developments/releases/reports
• Maintains technical documentation based on standard operating procedures in support of the assigned application and/or client account
• Identifies the common causes of defects, prioritize them and systematically remove them
• Utilizes existing product documentation to support the operation of assigned products
• Maintains a working knowledge of bug/issues being tracked by Product Development
• Conducts proactive health checks and participates in the response to documented system alerts
• Maintains a working knowledge of product program team status reporting
• Interacts with onsite/remote counter-parts on the requests/incidents to obtain clarifications and provide resolutions, as appropriate
• Basic understanding and ability to interpret HL7 message structure and format, can troubleshoot HL7 interface errors.

Education

• Bachelor’s Degree (Preferred)

Work Experience

• 0-2 years relevant work experience (Preferred)

Additional Work Experience

• 0-2 years Providing technical support for assigned applications (Preferred)

Certifications

• Compliance with L1 internal certification program (Required)

Knowledge, Skills and Abilities

• Allscripts Solutions, supported applications and knowledge of Allscripts clients and familiarity with the healthcare industry in general
• Software support experience demonstrating troubleshooting/analytical skills
• Software development life cycle
• Project Management
• Configuring and using one or more applications or components