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 our Client Services Department, this position is an expert member of the Applications Support team providing technical & product support of our application suite. As a Subject Matter Expert (SME) with advanced troubleshooting skills involving software bugs and break/fix scenarios, you will also provide mentoring, training and coaching for Application Support Analyst I and Service Desk team members.

As one of our top-notch front-line support analysts, 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
o Handle inbound service requests from clients and escalated issues from our Service Desk, further escalating to the Application Development team as needed, and provide client updates for ongoing issues.
o Demonstrate the ability to multi-task and take proactive ownership and responsibility for multiple issues.

• Problem Analysis & Resolution
o Diagnose and troubleshoot issues, determining root cause of problems, and resolve issues by reviewing system and application information, recreating the user error and testing changes.
o Collaborate with the Application Development team to install and/or test solutions and enhancements, and validate application patches, releases and updates for bugs and defects.

• Customer Engagement
o Facilitate a positive customer experience during communications and collaborative efforts by providing guidance and solutions (including identifying problems, researching answers and corrective steps), and facilitating ongoing training with clients.

• Documentation
o Improve client references by writing and maintaining documentation (i.e. guides, procedures and work instructions), maintaining and updating their asset management information, and summarizing resolution of issues.

• Training
o Demonstrate willingness and ability to quickly learn the STC's application suite of products, mentor/coach Service Desk team members, and provide training on products, processes or procedures, when necessary.

Requirements
Education
• Associate's Degree in IT, Computer Science or Information Systems; Bachelor's Degree preferred or equivalent work experience.

Experience
• 2-3 years of experience with PL/SQL, SQL, MySQL or SQLPlus.
• At least 2 years of experience with SQL queries and scripting.
• 2-3 years of expert knowledge/experience of web development tools.
• 2-3 years of data mining experience.
• At least 2 years of data analyst experience.
• At least 2 years 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.
• Ability to conduct software demonstrations and other client-facing duties, a plus.
• Demonstrated experience in a software-related, advanced-level technical support or implementation role, highly desired.
• Previous knowledge/experience of HL7, a plus.
• Previous knowledge/experience of Jira, 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.




This position has been closed and is no longer available.
Scientific Technologies Corporation

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