Senior Application Support Analyst

Clinisys is a global provider of intelligent diagnostic informatics solutions and expertise designed to redefine the modern laboratory, across healthcare, life sciences, and public health. Millions of diagnostic results and data insights are generated every day using Clinisys' platform and cloud-based solutions in over 4,000 laboratories across 39 countries. Our 1,450+ expert professionals, headquartered in Woking, UK and Tucson, Arizona, have a shared mission to enhance the effectiveness of diagnostic workflows in any laboratory or testing environment and keep citizens and communities healthier and safer.

Role Description

As a Senior Application Support Analyst, you will provide professional healthcare software support, resulting in high client satisfaction. This includes assessing, documenting, and resolving fundamental client technical issues within an inbound contact centre. This role informs internal and external stakeholders of the process, status, and resolution of the technical problems with frequent written and verbal communication.

Essential Functions

Understand the service Clinisys has been engaged to deliver in line with contractual and other customer expectations.

Receive and respond to incoming client requests via telephone and web portal.

Identify, assess criticality, and prioritise resolution of all new and existing issues, via the Clinisys incident management system.

Research, manage, and document issues and document resolutions while effectively communicating status and partnering with the client.

Work independently to resolve routine and more complex incidents.

Manage and document resolution process and effectively communicates updates to the client.

Coach less experienced staff in maintaining low personal backlog using established case management best practices.

Create training documentation.

Maintain high Client Satisfaction Scores.

Stay current with product and industry updates and changes.

Identify the need to escalate complex or risk issues to appropriate senior staff.

Continually learn and expand knowledge of Clinisys applications, environments, and systems.

Create and reference knowledgebase articles.

Mentor less experienced staff.

On-call/holiday rotation(s) required.

Travel to clients sites may be required.

All other duties and responsibilities as assigned.

Skills

Excellent verbal and written communication skills; including communicating with technical and non-technical clients and staff at all organisational levels.

Excellent analytical and problem-solving skills.

Excellent interpersonal and professional communication skills.

Strong time management and organisational skills.

Ability to understand and articulate technical concepts and derive solutions

Ability to deal with complex and challenging client issues

Demonstrated ability to resolve complex customer issues

Required Experience & Education

Bachelor's degree in technology, lab sciences or healthcare related field; or two years equivalent experience

4 years' experience with a technical aptitude in one of these areas:

o Healthcare technology

o Healthcare

o Laboratory sciences

o Technology

o Client support

Preferred Experience & Education

Prior experience providing support to customers in highly technical environments

Technical certifications and/or training: Examples:

o SQL

o Reading, interpreting, and troubleshooting HL7 messages

o Networking

o Database Administration

o Java

o Microsoft Technologies

Productivity tools such as word processing and spreadsheet applications

Experience supporting enterprise operating systems

Proficient typing skills