Product Quality Analyst - MHRQ

The Product Quality Analyst (PQA) provides Advanced Troubleshooting for Network Engineers, Business Partners and end customers. The PQA, through the application of product expertise, troubleshooting, technical analysis and issue investigation and a wide array of technical tools, advances product quality and internal and external customer satisfaction by owning issues until they are resolved. The PQA works to create and maintain a Knowledge Base of known issues and resolutions as an outcome of the escalation process, and logs defects into the sustaining product backlog. The PQA orchestrates remote and onsite efforts in insuring live installs operate in their optimal state and unknown defects are understood and queued for work.

Advanced Troubleshooting Duties

.Perform technical analysis on live install issues utilizing all available tools and evidence to determine root cause and resolve issues directly or via alternate workaround while engaging the team to prioritize issue.

.Apply advanced technological knowledge to resolve unique and challenging issues escalated through technical support. Responsible for assuming total ownership of customer issues until resolution of issue.

.Responsible for processing and documenting service requests and part orders for resolution within compliance of quality system and department polices and procedures

.Maintains technical product knowledge to keep abreast of updates and changes by continued product training and traveling to field installations for on-site training. Act as SME for HITS Products.

.Ability to master and troubleshoot multiple products across product lines.

.Must maintain minimum standards for call closure, quality resolution and other metrics as defined by management.

.Participate in technical system design discussions with customer IT, MIS or biomed departments, installation contractors, and other trades as required.

.Performs technical support after business hours and weekends as part of the department shift assignments.

Test Duties

.Participate in design verification and validation planning.

.Create and review requirement documents for accuracy, clarity, and requirement testability.

.Creates Test Cases utilizing a Test Case Management system.

.Performs manual tests.

.Executes Test Procedures and reports on results through a Test Case Management system.

.Reviews Test results and provides the Test Case Manager the necessary information for product state reporting.

.Participates in the continuous improvement of test processes for Best Practices.

.Works with developers to improve product quality

Product Sustaining Duties

Support technical writers in developing and reviewing technical documentation.

Test and/or support installation of interfaces between Client IT Solutions systems and customer's interfaces, such as ADT, PBX, and pocket pager systems, asset management, preventative maintenance, human resources, voice interfaces, monitors, network printers, etc. Perform qualification of interfaces to new equipment and revisions to existing interfaces.

Maintains awareness of FDA requirements, clinical requirements, and Client operating procedures that affect the product in assignment areas and provides input on deficiencies in the product with regard to these standards.

EDUCATION AND/OR EXPERIENCE:

.Bachelors Degree from an accredited college or university or equivalent experience in computer related fields of study

.Must possess excellent critical thinking skills and ability to apply concepts of logic and scientific method in analyzing system behavior

.2-3 year minimum working experience in a technical product development, sustaining or support environment required. Health care industry a plus.

Prefer familiarity with software test concepts and tools, such as test cases, requirements traceability and defect management.

Hands on experience setting up distributed systems in a live or laboratory environment.

Experience troubleshooting firmware issues a plus.

Experience analyzing various types of logs at the OS and Application level in a deliberative context sensitive fashion to determine root cause of system behavior.

Demonstrated skill working with multiple generations of Windows and Linux OS.

Experience in reconstructing software and hardware system scenarios in a laboratory environment.

Experience with backup and restore utilities and imaging solutions a plus.

Experience with complex configuration of devices or applications preferred.

Experience with network and environmental diagnostic tools such as Fluke, WINSCP and HyperTerminal a plus.

Ability to discern features from the problems they solve in arriving at workarounds to system limitations.

Ability to ask probing, relevant questions that elicit useful evidence while demonstrating tact.

Experience with Cisco or other Firewall devices a plus.

Experience assembling or modifying circuit boards a plus.

Knowledge of VOIP a plus.

Experience working in a regulated environment a plus.

Experience creating and reviewing technical documentation.

Strong organization skills, detail oriented, and the ability to multi-task, meet deadlines, and prioritize work.

Strong interpersonal skills and the ability to effectively communicate at all levels of the organization (both within Hospitals and with third party contractors) required.

Possess a broad knowledge of corporate business practices, strategies and business objectives.

Ability to juggle multiple work assignments during high volume periods and prioritize urgent support requests with a high level of responsiveness and drive to obtain closure leading to customer satisfaction.

Ability to effectively work within a team environment where team achievement supersedes individual achievement.

Foundational knowledge in one or more of the following areas:

.NET Applications in C# or VB.NET

DNS, DHCP, POE Switches

Spanning Tree Network Protocol

VOIP

SQL/Scripting/Reporting Engines/Analytics

Wireless - Enterprise level/managed networks

RF Principles

Networking (TCP/IP, Routing and Switching, Subnets, Security)

Enterprise level hardware (Server/Client OS, SANS, RAID)

Telephony (PBX/VOIP)

Middleware (Rhapsody, etc.)

HL7