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Job Information
Job title

Product Support Services Analyst

Company Eclipsys Corporation
Wage between $0.00 - $0.00 Annually
Location United States, Georgia, Atlanta
Employment type Full Time
Education Bachelor
Year Experience 1 - 2 Years of Practical Experience
Travel About 25%
Published on 5/21/2006
Description
Eclipsys is an award-winning innovator of health information technology solutions, providing software and services to more than 1,500 leading institutions worldwide. Today we boast revenues in excess of $300 million, have more than 2,200 employees, and provide technology solutions to all of the hospitals selected as ?America?s Best? by US News and World Report annual survey. We are driven by a vision to help set the standards for efficiency and overall quality of healthcare with the products and services we provide.

We are currently seeking a Product Support Services Analyst for the Clinical Application Team of the Clinical CareCenter located in Atlanta, Georgia. We seek self-starters who work well in environments with constantly changing priorities.

Roles and Responsibilities:

The Product Support Services Analyst provides real time support for external clients through a variety of contact points including incoming calls, web requests, as well as service requests logged into Clarify, the corporate case management system. The position requires reliability for scheduled shifts and flexibility for on-call schedules.

Major responsibilities include:
Customer Cases:
Handle incoming customer calls and cases for Eclipsys Sunrise Clinical Manager (SCM). Provides client assistance promptly and accurately to ensure client satisfaction by using proper departmental procedures for call control, problem resolution, reporting and escalation.
Onsite Support:
Conduct troubleshooting at customer site if necessary. Supplement implementation team efforts as needed.
Clinical Knowledge:
Maintains an understanding of clinical terminology, practices and workflows.
Product Knowledge:
Maintain and increase personal knowledge of Eclipsys solutions/applications by initiating research through all appropriate resources including shadowing other analysts. Proactively complete product training via eConnects, on-site classes and handbooks of processes and procedures. Develops knowledge of product install/Hotfix deployment. Act as a mentor to new analysts after subject matter expertise is obtained.
Debugging/Troubleshooting:
Use SQL debugging tools and other product specific diagnostic tools and techniques to resolve customer issues. Dial into customer sites to collect and analyze data in the appropriate format as a means to troubleshooting issues. Reproduce issues, document results and present issue resolution to customers. Work with Product Development Teams to troubleshoot software.
Process Control/Documentation:
Follows department standards for case note entries in Clarify system.

Ideal Profile
- Ability to communicate effectively with customers and employees.
- Has knowledge and understanding of clinical terminology and processes.
- Ability to define problems, collect data, establish facts and draw valid conclusions.
- Ability to read, and interpret documents and write routine reports and correspondence.
- Ability to manage daily tasks and projects to conclusion. Clearly understands the priorities of the department and makes adjustments to tasks as appropriate.
- Ability to work as an effective member of a team from a variety of departments within the company. Must use multiple forms of communication (i.e. phone, email, mail) to achieve objectives of position. Interacts often with customers, vendors and others from inside the company.df-tc

Experience/Skills
Skills and Experience Required:

B.A. or B.S. in a technical or business major or equivalent business experience
- Worked as a technology industry Level II Support Analyst or hospital IT support staff or experienced as an RN, laboratory technician or pharmacy technician
- Excellent verbal communication, customer support and telephone etiquette skills
- Ability to make independent decisions and handle stressful customer support situations
- Must have a proven track record for identifying and quickly resolving a wide variety of network, software and hardware issues.
Must possess the following Microsoft technical skills:
- MS Office Suite ? intermediate
- MS Windows 2000 including adding Windows components/upgrades/updates -- intermediate
- MS Windows Server 2003- intermediate
- MS Windows Clustering -- intermediate
- MS SQL Server 2000 -- intermediate

Skills and Experience Desired
- Previous experience with Clinical modules of Hospital Information Management systems preferred.
- Experience in and/or knowledge of healthcare industry and business practices
- Enterprise application support experience including product installation/hotfix deployment preferred.
- Eclipsys Sunrise Clinical Manager (SCM) knowledge and experience ideal
- Meditech system knowledge and experience desired

Other desired skills:
product support, clinical, healthcare, hospital
This job has expired.