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Healthcare Software Support Analyst

2 months ago

East Thetford, United States LANTANA CONSULTING GROUP INC Full time
Job Overview

Company: Lantana Consulting Group specializes in providing services and software for standards-based health information exchange. With nearly two decades of expertise in developing and deploying technical specifications and interoperability solutions, we pride ourselves on being a rapidly growing Employee-Owned organization dedicated to enhancing public health, quality of care, and research.

Role Purpose: The primary responsibility of this position is to establish, manage, and operate a technical support desk for a healthcare software application that integrates with hospitals' electronic health records (EHRs) and the CDC's National Healthcare Safety Network (NHSN). The focus is on ensuring smooth data transmission, resolving client issues, and maintaining the overall functionality and reliability of the software system.

Key Responsibilities:

  • Develop and document support desk processes and procedures.
  • Manage and respond to client inquiries through a ticketing system.
  • Utilize the Atlassian platform, particularly Jira, for managing internal tickets, tracking issues, and maintaining project documentation.
  • Troubleshoot software application issues, including connectivity problems, data transmission failures to NHSN, and integration challenges with hospitals' EHRs.
  • Act as a liaison between clients, our development team, and external partners.
  • Maintain comprehensive ticket records and generate regular reports on support activities.
  • Contribute to the ongoing improvement of our software and support processes.

Qualifications:

  • Associate's degree or higher in Computer Science, Engineering, or a related field.
  • A minimum of three years of experience in technical support, preferably within healthcare IT or software support.
  • Experience in establishing support processes for new products or services.
  • Strong understanding of networking concepts and troubleshooting techniques.
  • Familiarity with healthcare operational processes and their integration within the healthcare environment.
  • Experience with ticket management systems, preferably ServiceNow and Jira.
  • Proficiency in using telemetry tools (such as Grafana, Prometheus, Loki, and Splunk) or similar tools for monitoring system health, performance, and security.
  • Excellent problem-solving and analytical skills.
  • Strong written and verbal communication skills, with a portfolio of writing samples demonstrating proficiency.
  • Customer-service oriented with the ability to work effectively with clients.
  • Ability to successfully complete a Position of Public Trust Level 5 background investigation.

Preferred Qualifications:

  • Hands-on experience implementing healthcare data standards (e.g., HL7, FHIR).
  • Knowledge of HIPAA regulations and healthcare data best practices.
  • Familiarity with CDC reporting systems, particularly NHSN.
  • Basic scripting skills for automating routine tasks and enhancing support capabilities.
  • Knowledge of networking concepts and protocols for troubleshooting network-related issues.

Additional Information:

  • This position is fully remote, with the exception of an annual company meeting, held as conditions allow.
  • Lantana is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.
  • We are not accepting applicants outside of the United States for this position.