Production Support Manager

3 days ago

Columbia, MD, United States FEi Systems Full time

At FEI Systems, we create innovative technology solutions to improve the delivery of health and human services because we know when cumbersome administrative processes stand in the way, those who need it most are often left without access to proper care and support. From comprehensive case management software to disaster recovery services and content management information systems used in delivering foreign aid, our solutions are improving the lives of millions of people. We're looking for a production support manager who shares our commitment to leveraging technology to make a real impact in the world - a professional who knows, beyond all else, that the quality of our products and services is only as good as the company we keep.

Job Summary: Manages a team of analysts responsible for providing technical assistance and support for custom in-house written medical software. The team responds directly to external customer queries, utilizes diagnostic programs, isolates the problem, researches, and assists determining solutions.

Principal Responsibilities:

  • Manages all tasks pertaining to the Help Desk and Production Support.
  • Creates and reviews processes and procedures for help desk staff
  • Contributes to team effort by accomplishing related results as needed.
  • Provide technical assistance and support for incoming queries and issues related to software.
  • Writes training guides/manuals.
  • Identifies and develops training for new staff.
  • Maintains daily performance of customer systems.
  • Coordinate staff scheduling to meet primary customer objectives and SLAs.
  • Ensure deployments/hotfixes are scheduled in a timely manner and run smoothly.
  • Escalate and coordinate with developers and other teams to resolve production issues in a timely manner.
  • Review/produce monthly customer reports and release notes.
  • Ensure timely communications occur internally and externally.
Ensures the team completes the following, assisting when necessary:
  • Responds to email messages for customers seeking help.
  • Asks questions to determine nature of problem.
  • Walks customer through problem-solving process.
  • Follow up with customers to ensure issue has been resolved.
  • Gain feedback from customers about software usage.
  • Runs reports to determine malfunctions that continue to occur.
  • Prioritize work to balance varying different SLAs.
Required Skills:
  • Any combination of academic education, professional training or work experience, which demonstrates the ability to perform the duties of the position
  • Ability to successfully accomplish projects and tasks without clear lines of authority
  • Ability to successfully work independently
  • Superior written and verbal communication skills
  • Ability to create and build relationships. Demonstrated track record of success and established relationships
  • Excellent listening, writing, and presentation skills
  • Good organizational and time management skills
  • Ability to set and manage priorities judiciously
  • A meticulous attention to detail
  • A certain degree of creativity and latitude
  • Ability to ask clarifying questions
  • Ability to write, edit, and organize information in a clear, concise, and cohesive manner
Preferred Experience:
  • Team management and leadership experience.
  • Demonstrated ability to balance goals of the organization with goals of the end user.
  • Ability to understand and represent the needs of the end user for the documentation.
  • Experience with ADO, InContact, Ivanti, SharePoint or similar documentation creation and management tools.
  • Knowledge of SQL or Medical Billing a plus.

Location: Remote

Status: Full-time position with full company benefits

NOTICE: EO/AA/VEVRAA/Disabled Employer - Federal Contractor. FEI Systems participates in E-Verify, a federal program that enables employers to verify the identity and employment eligibility of all persons hired to work in the United States by providing the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) 464-4218.

Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement. FEI Systems creates an Affirmative Action Plan on an annual basis. Pursuant to federal law, the portions of FEI Systems' Affirmative Action Program that relate to Section 503 (Persons with Disabilities) and/or Section 4212 (Protected Veterans), are available for inspection upon request by applicants and employees during FEI Systems' normal business hours.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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