Daily Support Analyst

  • Free
  • Published date: June 5, 2019
    • Idaho, United States

Position: Daily Support Analyst - Cardiology

Location: All Remote with no required travel

Duration: 6+ months

Interview mode: Phone and Skype



Role and Responsibilities:

We will be supporting a premiere client as they upgrade from Windows 7 to
Windows 10. We will be providing project management expertise, daily support
and project implementation analysis of their clinical imaging systems during
the upgrade. The Daily Support Analyst will provide Level II support by
assisting end users with incident calls and issue resolution. Responsibilities

?      Monitoring incident queues via ServiceNow

?      Responding to incident calls

?      Resolving product issues

?      Referencing System Documentation through OneNote

?      Escalating issues that cannot be remediated to client team members or
vendor support, as applicable


Required Skills/Experience: <>

?      Must have full knowledge of at least one of the following Cardiology
imaging products:

?        Merge Cardio

?        Synapse CV

?        McKesson CPACS

?      Must have experience with thrip party integrated peripherals such as:

?        Invia Corridor4DM

?        Epiphany CardioServer

?        Teracon

?      Experience with ServiceNow a plus but not required

?      Must have 3+ years experience administering and monitoring named
cadiology imaging products

?      Must have experience troubleshooting multiple issues with these

?      Must have experience providing customer service

?      Must have related soft skills including verbal communication, written
communication, empathy and a sense of urgency


Additional Information: <>

Notes from Resource Job Descriptions by Product document:

Merge Cardio/Synapse CV/Mckesson CPACS

Support resource will have full knowledge of at least one of the cardiology
imaging products named above as well as third party integrated peripherals,
such as Invia Corridor4DM, Epiphany CardioServer, and Terarecon, and be able to
monitor incident queues through Ascension Technologies Service Now solution,
respond to incident calls, resolve issues with products and work well within
the existing Ascension Technologies Clinical Imaging Cardiology group. These
resources will have the capability to engage AT team members to escalate issues
that cannot be remediated. Remote capability utilizing Ascension Technologies
laptop and VPN with AD credentials and access in to supported systems. Full
phone tree will be provided as well as system documentation through OneNote.
Resource will be able to engage the vendor support for assistance.


Potential Interview screening questions:

?       Do you have at least three years of experience administering one of
the named cardiology imaging products?

?       Highly developed customer service softskills?


Reference : Daily Support Analyst jobs

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