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Sr. Support Analyst

Medical Informatics Corp

Medical Informatics Corp

IT, Customer Service
Remote · Houston, TX, USA
Posted on Monday, December 11, 2023

We are

Medical Informatics Corp. (MIC) a medical software company that aims to save lives by improving how patients are monitored. Our solution, Sickbay, collects patient data, stores it, transforms it and delivers results to doctors and nurses in real-time. We continue to build on Sickbay to identify early warning signs of patient deterioration in data which was previously lost within hospitals. This allows us to provide predictive alerts to care providers who can remotely or locally diagnose the problem and intervene before symptoms become life-threatening.

You are

Motivated by problems that matter. You love to learn and are constantly looking for the most elegant way to solve problems that push the limits of what you know. You have solid work ethics and commitment to the team. You ask and answer questions with enthusiasm.

Duties and Responsibilities

  • Respond to client requests by phone, email or through the MIC ticketing system.
  • Document investigation steps and solutions according to processes.
  • Track the improvements to the software needed to address client complaints or requests.
  • Work with other teams to quantify the impact of our software.
  • Engage in 24/7 client support on a rotating schedule with other other members of the support team.
  • Gather other use cases or information that can solve more problems for our clients.
  • Perform software systems testing with a focus on gathering information to assist clients and team.
  • Drive software updates at each client site based on the Sickbay release schedule and client install constraints.
  • Continuous identification of software issues and implementation of potential software improvements.
  • Communicate with clients to establish maintenance procedures for software systems.
  • Updating and implementing new software solutions.
  • Ability to lead and guide the support team and evaluate current workflows
  • Performs other software related duties as assigned.
  • 5% travel required.

Required Qualifications

  • Bachelor of Computer Science / Engineering or equivalent
  • 5+ years of work experience in service and/or support
  • Experience with ticketing systems; preferably Freshworks
  • Excellent analytical and problem-solving skills
  • Experience with enterprise software/IT
  • SQL knowledge; preferably Postgres
  • Network + Server management experience

Preferred Qualifications

  • Web technologies experience
  • HL7 knowledge; preferably Mirth Connect
  • Clinical/Medical knowledge; preferably healthcare background
  • Familiarity with major manufacturer patient monitoring devices typically found at hospital bedside and/or with industry-standard software related to patient care.
  • User Authentication (AD, SAML)

Your mission

The Senior Support Analyst will support client hospitals in their use of MIC software products; work with our Technology team to improve the quality, variety and speed at which clinicians and researchers can access medical data; participate in the design process from beginning to end, and facilitate collaboration, accountability and innovation.

Your reward

  • Competitive market value-based salary for a Sr Support Analyst
  • Health Benefits (med/den/vis/company paid STD/LTD & Life Ins./FSA’s)
  • 14 Paid Holidays
  • 401k Investment Opportunity
  • Flexible work schedule
  • Knowing that the work you do makes a difference in the lives of patients and the clinicians that take care of them
  • Working with a great team with different backgrounds
  • Increase personal knowledge base

"This position requires in-person meetings at the Houston office or at client sites. COVID-19 vaccination is mandatory, unless otherwise accommodated, in accordance with company policy."

Required submissions

Please submit all the following. Incomplete applications will not be considered!

  • Resume
  • Cover letter (Why do you want to work for MIC? What makes you a great candidate?)

Kindly provide us with:

  • Three references with contact information (We will not contact them until later in the hiring process)
  • A joke (Something that makes you laugh!)
  • Create a new portmanteau, define that portmanteau, and use it in a sentence. (Tell us the two words you used to create one!)