Scientific Technologies Corporation
  • Public Health Services - Support
  • Scottsdale / Phoenix, AZ, USA
  • Full Time

There are tens of thousands of deaths each year from the flu. There are new measles cases occurring when it had been all but eradicated. Whooping cough still kills the young. The impact of pneumonia, cervical cancer, and many more diseases are diminished through the use of vaccines, public health prevention programs, and data intelligence. The battle is fought every day to ensure that individuals are prepared, proactive, and empowered for any event or outbreak ' from bioterrorism and newly emerging disease such as the Zika virus to the old diseases that never left.

Scientific Technologies Corporation (STC), a health technology innovation and services company, is on the front line of this battle with its mission to advance population health through information technology.

Your Role and Impact
As part of STC's Department of Client Services, our Systems Analyst is a member of the Applications Support team providing technical & system support of our application suite. In this position, you will identify, research, replicate and resolve technical problems, define application problems and system requirements, and document, track and monitor reported problems to ensure a timely resolution. You will also be an important mentor/coach/trainer for Application Support and Service Desk Support Analysts on the team, involving triaging system issues.

As a Subject Matter Expert (SME) with advanced troubleshooting skills involving system analysis, configuration, testing and implementation, you will have the opportunity to make a significant impact to not only STC and our Customers, but also on the lives of patients around the world.

Responsibilities
Issue Management
• Handle, monitor and review inbound service requests via ticket system, escalating as needed.
• Provide client updates for ongoing issues.
• Take proactive ownership and responsibility for multiple issues.

Problem Analysis & Resolution
• Resolve user issues by determining root cause of problems through diagnosis and troubleshooting issues, and conducting system and application analysis.
• Collaborate with the Software Engineering team to install and/or test solutions and enhancements.
• Validate application patches, releases and updates for bugs and defects.

Customer Engagement
• Enhance our positive customer experience by collaborating with clients, providing guidance and solutions for their issues, and facilitating ongoing training.

Documentation
• Contribute to or author technical documentation including functional requirements specifications, use cases, test cases and plans, implementation plans, etc.
• Improve client references by writing and maintaining documentation (i.e. guides, procedures and work instructions).
• Summarize resolution for each client issue for incident and problem management.

Training
• Mentor/coach team members on system analysis and troubleshooting.
• Provide training on products, processes or procedures, when necessary.

Requirements
Education
• Bachelor's Degree in CIS or similar technology related field.

Experience
• 3-5 years' experience in system analysis/design.
• 1-2 years' experience with SaaS and cloud computing.
• Experience with Windows/Linux operating systems and environments.
• Experience with Apache/NGINX/IIS, Tomcat, and Oracle in Windows/Linux environments.
• Experience with the installation/configuration of servers and/or server operating systems, including, but not limited to Windows Server 2012 and Ubuntu/CentOS/Oracle Linux.
• Experience with application, software, or web support experience.

Skills and Abilities
• Excellent analytical and troubleshooting skills with a demonstrated proficiency at technical problem solving/root cause analysis in order to identify issues and resolve.
• Ability to work with non-technical clients to gather business requirements and translate into technical specifications.
• Professional verbal and written communication skills for phone, e-mail, and chat.
• Able to perform ad-hoc software deployments as necessary.
• Able to work flexible shifts (nights, weekends, and holidays a possibility).
• Demonstrated experience in a software-related, advanced-level technical support or implementation role.
• Ability to conduct software demonstrations and other client-facing duties.

Nice to Haves
• A strong understanding or demonstrated experience of the SDLC process and Agile methodologies, a plus.
• A strong understanding or demonstrated experience of ITIL v3 methodology framework, a plus.
• Demonstrated experience in a software-related, advanced-level technical support or implementation role, highly desired.
• Previous knowledge/experience of Jira, Confluence, and Bitbucket a plus.

Benefits
● Competitive salaries
● Dental, vision, and 95% company-paid individual medical insurance coverage
● Company-paid life insurance and disability benefits
● Flexible Spending Account
● Health Savings Account
● Generous PTO allowance
● 12 paid holidays
● 401(k) with profit sharing potential

Location
STC's office is located in Scottsdale, but in January 2018, STC's headquarters is moving to our own building in the Warehouse District. http://azbigmedia.com/azre-magazine/health-tech-firm-leases-space-warehouse-district-new-offices

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Must be a United States citizen or have authorization to work in the United States as defined by the Immigration Act of 1986.

Scientific Technologies Corporation is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected Veteran status.

Scientific Technologies Corporation
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