2 days old

Customer Technical Specialist III

San Antonio, TX 78205
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Business Group Highlights

Health

The Health group provides solutions to help government healthcare agencies lower administrative costs, reduce fraud and abuse, and improve the quality of services for individuals. We also provide analytics that combine clinical knowledge with big data technology and techniques to transform petabytes of data into meaningful solutions for our customers.


Responsibilities

Description:
The MHS Genesis Tier 2 Subject Matter Expert (SME) for Cerner is responsible for ensuring that the MHS Genesis support staff are prepared to support and resolve any supported MHS Genesis technical issues or requests, to include proprietary and vendor supplied software and hardware. The Tier 2 SME is a key source of technical knowledge, expertise and tool usage. The Tier 2 SME works closely with the Application Support Supervisors and Director of Service Operation to ensure that support expectations are met or exceeded.

Responsibilities:
Primary second level support of all inbound incidents. Backup first level support as needed.
Provide accurate, timely, and professional follow-up and resolution on all supported issues.
Accurately triage/assign/escalate tickets per departmental procedures.
Serve as a Technical SME for MHS Genesis procedure and support knowledge.
Raise awareness of Priority issues as they occur; ensure that process is followed exactly.
Perform regular checks of assigned ticket queues, triage or assign per process standard.
Perform side-by-side coaching with Analysts on difficult calls as necessary.
Conduct training sessions as necessary under direction of management.
Research difficult issues, identify and document resolutions as necessary.
Identify trends in training, performance and knowledge deficiencies and escalate risks and issues to management.
Monitor and provide feedback on Service Desk technical proficiency.
Participate in Incident auditing activities.
Work special projects as required.
Identify and prepare procedures/articles for knowledge base.
Assist Application Support Supervisors as needed.
Foster team spirit and a team oriented attitude.
Maintain a sense of urgency within the team during heightened periods of activity.
Maintain dependable attendance and schedule adherence.


Qualifications

Skills:
Technically advanced support knowledge in specific MHS applications
The ability to effectively communicate technical matters to a non-technical audience
Strong customer service and communications skills
Strong critical thinking skills that facilitate expedient problem solving
Demonstrated teamwork skills
Must be able to work in a stressful environment

Requirements:
Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
Minimum 5 years clinical expertise in respective fields
Knowledge of Cerner Millennium EHR
Demonstrated knowledge of Service Desk support methodology
AA/AS/BS Degree
Relevant technical certifications or relevant MHS Application experience
Familiar with ITIL (certification preferred)
HDI (certification preferred )


About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to do just that, as a partner of choice across the entire sector.

Perspecta is anAA/EEOEmployer - Minorities/Women/Veterans/Disabled and other protected categories.

As a government contractor, Perspecta abides by the following provision

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of the other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c).

Industry

  • Information Technology
Posted: 2020-10-26 Expires: 2020-11-25

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

Sponsored by:
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Customer Technical Specialist III

Perspecta
San Antonio, TX 78205

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