Solution Analyst I

4 days ago


Kansas City, United States Oracle Full time

As Solution Analyst I in the Support organization, you will use strong communication and customer service skills to work directly with Oracle Health customers as the initial point of contact for support. You will be responsible for supporting Oracle Health customers by providing real time technical support, investigation, configuration requests, issue resolution, and triage in a call and ticket-based environment. You will also have the opportunity to gain knowledge on specific Oracle Health products and solutions.

Career Level - IC0


In this role, you will use customer service skills and basic front end application knowledge to assess, investigate, and resolve Oracle Health customer issues and requests via call, ticket, and other electronic means. You will work directly with internal and external customers, which requires strong communication skills. You will be responsible for documenting the investigation and performing basic technical troubleshooting to resolve issues in real time. You will also be responsible for appropriately triaging and escalating issues, which requires a basic understanding of the different application products and solutions. The investigation and basic technical troubleshooting responsibilities include gathering information, using troubleshooting tools, capturing log files, leveraging knowledge articles, shadowing end users, and testing workflows. The work is semi-routine in nature and requires both independent and collaborative work in a fast paced environment. You will be responsible for adhering to regulatory policies, such as HIPAA, and Oracle Health policies, procedures, and customer requirements.

During training, you will gain insights into Oracle Health’s support methodology and will begin project work immediately. You’ll work alongside the experts to gain knowledge and skills that will prepare you for a long-term, meaningful career with Oracle Health

Qualifications:

Associate, Bachelors or Technical Degree preferred or in lieu of degree may substitute 2 additional years professional experience in customer service, technical support and/or healthcare industry required

Due to the client contract you will be assigned, this position requires you to be a U.S. citizen

Receipt of the appropriate government security clearance card applicable for your position

Expectations:

Ability to work one of the following shifts available for the position (all in CT):

Traditional Monday through Friday shifts from 5:00 AM - 2:00 PM, 6:00 AM - 3:00 PM, 7:00 AM - 4:00 PM, 8:00 AM - 5:00 PM, or 9:00 AM - 6:00 PM

Swing shifts Monday through Friday from 10:00 AM - 7:00 PM, 11:00 AM - 8:00 PM, or 12:00 PM - 9:00 PM

4X10 shifts Monday through Thursday, Wednesday through Saturday, or Sunday through Wednesday from 8:00 AM to 7:00 PM or 9:00 AM to 8:00 PM

554 shifts from 7:00 AM - 7:00 PM or 554 night shifts from 7:00 PM - 7:00 AM

Ability to work in office 3 days a week at one of the following Oracle Health offices:

Kansas City, MO

Malvern, PA

Columbia, MD

Orlando, FL

Nashville, TN

Home internet speed and reliability connection must meet the following expectations: Download >= 20 Mbps and Upload >= 5 Mbps at www.speedtest.net and Total packet Loss https://packetlosstest.com/ OR the ability to work in the Oracle Health office

Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position.

Perform other responsibilities as assigned.


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