The Senior Change Implementation Analyst role is a mid-level support job in Support Services, Global Services organization. This role is responsible for performing solution-related service request configuration for application maintenance. This person will perform scope assessment by capturing information, using application tools for configuring the system including large-scale configurations with efficiency tools. They will apply and execute the change management processes, communicating and shadowing end users, and testing workflows for accuracy of configuration. They will also perform consultation on solution best practices and standards of build across multiple solutions by collaborating with other analysts. This resource is a contractually committed, client-facing function to deliver a fixed fee agreement with service level requirements. If the service level requirements are not met, we will pay a portion of revenue back to the client and additionally be at risk of the client being able to opt out of the contract, both resulting in reduced revenue.
In this role, you will provide mentorship and real-time resolution on a wide variety of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, support entitlements and validation, electronic support, and product availability. Handle open service requests that are dispatched, implement fixes, analyze the software problem, and write case notes in the tracking system. This is an entry-level full-time Hybrid role with Oracle!
Basic Qualifications:
- At least 4 years total combined related work experience and completed higher education
- Receipt of the appropriate government security clearance card applicable for your position
- Due to the client contract, you will be assigned, this position requires you to be a U.S. citizen
Preferred Qualifications:
- At least 1 year of clinical or customer service experience
- If you have experience in healthcare call centers/customer support experience, it has an added advantage!
This is a hybrid role and requires you to be in the office 2-3 times a week.
Key Activities:
- Point of contact for clients as they go through an implementation. Resource for clients as things are being implemented.
- Capture requirements and determine the scope of work to estimate delivery effort and delivery time frames.
- Troubleshoot and problem solve; things can go wrong, and we need someone who can think on their feet and jump in to try and figure things out.
- Use of ticketing systems.
- M-F (8-5) 40 hours. Potential for overtime but not likely.
- Combination of client meetings, emailing, and team meetings.
- Part of a smaller team but you are working with the client individually. At the end of the year, you can point out what you worked on.
Ideal Candidate:
- Deadline driven
- Ability to prioritize
- Technical background is helpful
- Customer service experience
- Needs to be organized
- Ability to think through problems
- Comfortable with learning
- Fast-paced
- If you have mentioned skillsets, we are waiting to connect with you!
#J-18808-Ljbffr
