Customer Service Analyst 1 - Support - Perioperative

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

Lead Change Implementation Analyst role is a tenured support job in Support Services, Global Services organization.  This role is responsible to perform complex solution-related service request configuration for application maintenance. This person will perform scope assessment by gathering information, using application tools for configuring the system including large-scale configurations with efficiency tools.  They will apply and execute the change management processes, communicate and shadow end users, and test workflows for accuracy of configuration. They will also perform in-depth level consultation on solution best practices and standards of build across multiple solutions.  This resource is a contractually committed, client-facing function to deliver a fixed fee agreement with service level requirements.  If the service level requirements are not met, we will pay a portion of revenue back to the client and additionally be at risk of client being able to opt out of the contract, both resulting in reduced revenue.   

Basic Qualifications:

• 3 years’ experience in Cerner Millennium 
• 3 years’ experience with Pharmacy and/or Point of Care Experience 
• Highly skilled at prioritizing work with varying degrees of scope and urgency
• Proven time management, critical thinking, and complex problem solving skills  
• Receipt of the appropriate government security clearance card applicable for your position
• Due to the client contract, you will be assigned, this position requires you to be a U.S. citizen

Preferred Qualifications:

• At least 3 years of clinical or customer service experience
• CCL/SQL command language knowledge

Career Level - IC1

Career Level - IC1

Qualifications:

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Ideal candidate would have prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

Responsibilities:

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters.

Key Activities:

• Point of contact for clients as they go through an implementation. Resource for clients as things are being implemented.
• Capture requirements and determine scope of work to estimate delivery effort and delivery time frames
• Troubleshoot and problem solver, things can go wrong, and we need someone who is able to think on their feet and jump in to try and figure things out.
• Ticketing systems 
• M-F (8-5) 40 hours. Potential for overtime but not likely 
• Day to day: Combination of client meetings, emailing, team meetings, team of people that work with a client. 
• Part of a smaller team but you are working with the client individually. At the end of the year, you can point out what you worked on. 
• Hybrid Role - 2 days office visit is mandatory!

Ideal Candidate:  

• Deadline driven  
• Ability to prioritize   
• Technical background is helpful  
• Customer service experience   
• Needs to be organized  
• Ability to think through problems  
• Comfortable with learning   
• Fast-paced