Systems Analyst 2-Support

Support Engineer 1 is a contractually committed premium support role within the GSSS organization. This role will support clients on critical patient safety issues and financial revenue. This is a backfill request at the Professional 1 job level with the BLR Tier II/Tier III team as part of the Application Management Services (AMS) business group. This team provides Millennium and Soarian Solutions support on a 24x7x365 basis to clients in Asia Pacific, Australia, and the US and is crucial to Oracle Cerner's global delivery since it oversees both incident management and change management. The clients record service requests for data extracts, application/functionality concerns, and analyses of certain data instances. According to contractual obligations, each request has a "Service Level Agreement" that needs to be met to the tune of 95%, or else we need to pay the penalty specified specifically for each client in the contract with Oracle Cerner. Every support associate responds to client-submitted tickets that affect revenue. Hence, the job of support associates is considered billable work.

Responsibilities

List of features, initiatives, customers the role will be assigned to. -

• Troubleshoot, Investigate & Resolve front-end application issues, by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally.
• Troubleshoot/Investigate via backend methods by capturing log files, ability to read and analyze log files, querying tables, updating database fields, and cycling servers.
• Perform changes by following Change Management Process.
• Communicate effectively verbally and in writing to clients and internal stakeholders.
• Document notes, activities, resolutions, and other knowledge articles throughout the lifecycle of an investigation.
• Prioritize work based on severity and urgency (SLA/SLO), balancing client and business needs.
• Perform complex troubleshooting investigations, document notes, and knowledge articles.
• Collaborate among and across teams to ensure issues are addressed by the appropriate individuals.
• Manage escalations efficiently and to provide timely support during incidents.
• Customer Focused - has the ability to empathize with customers and is able to deliver great customer service in a professional and polite manner.
• Strong attention to detail and accuracy.
• Good interpersonal skills and a team player - able to work as part of multi-disciplinary teams.
• Excellent verbal and written English communication skills.
• A willingness to use self-learning tools and online documentation for self-learning as well as active participation in product related classroom trainings.
• Where applicable, successfully meeting KPI/Performance targets in your current role.
• Mentoring and guiding team members, handling escalations, providing on-call support, all of which are mandatory.

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