Team Overview:
The Consumer Digital Solutions team develops, manages and supports complex consumer facing web and mobile applications to effectively engage our employees, patients and 3rd party vendors in managing their healthcare; anywhere, anytime.
Job Overview:
This position is within the Consumer Digital Operations and Support team. You will be a member of a highly motivated and performance driven team that supports our patient population as well as broader cross functional teams. We are responsible for improving the overall digital experience for patients and clinicians. The ideal candidate is someone that appreciates working within a team and is a forward thinker who strives to make continuous improvements in workflows and operational process. In this role candidates are expected to be self-starters, analytical and out of the box thinkers who will work hands-on alongside the Development Team, Quality Assurance Team, Application we Support, Project Managers and Product Owners. This is your opportunity to be part of a fast-paced growing team that will make a direct impact in empowering our consumers in the next evolution of healthcare management.
Responsibilities:
- Work under the direction of the Manager to provide technical application support for assigned business areas
- Possess technical knowledge of assigned application technology
- Work with Business Analyst to understand the product-specific requirements and configuration
- Troubleshoot customer issues using a variety of technologies
- Create user stories within Rally for various product defects
- Interact with Business and clinical representatives during the software build or configuration and testing process
- Run and present reports at user request
- Design and execute system tests new developments/releases/reports
- Draft and maintain technical documentation based on standard operating procedures in support of the assigned application
- Perform application maintenance activities
- Identify the common causes of defects, prioritize them and report them to appropriate development team
- Coordinate with Project Managers to ensure project deadlines are met
- Participate in focus groups and workshops, attend vendor training and demonstrations
- Serve as system analyst for the dPx Support operations instance of Salesforce Health Cloud
- Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
- Assist in training of new users, and grow the Salesforce skill set across the organization
- Identify the need for and drafting of customer facing FAQ’s
Qualifications:
Academic and Professional Qualifications:
- BA or BS degree preferred or other relevant combination of training and experience.
- Knowledge of Salesforce, Soarian, Touchworks, Azure DevOps, Rally and Service Now a plus.
- Healthcare industry experience a plus.
Experience:
- 2-5 years industry experience preferred
- 2-5 years experience in providing technical support and maintenance in assigned product preferred
- 2-5 years of experience working with consumer facing web and mobile applications
- Minimum of 2 years of experience working with Salesforce Health Cloud or Service Cloud
- Experience deploying Salesforce Live Chat and Einstein Bot technology
- Proven ability to design and implement new processes and facilitate user adoption
- A strong understanding of Salesforce best practices and functionality
- Experience working with Agile methodology supporting complex applications
- Must have hands-on knowledge of application support processes which includes but not limited to Incident Management, Release Management and Troubleshooting
- Must have a strong analytical and problem solving skills
- Strong interpersonal, verbal and written communication skills to ensure effective collaboration with technical and non-technical team
- Strong team-building, customer service and presentation skills
- Strong MS Excel skills
Travel Requirements:
- May require local travel
- Work is primarily performed remotely
- May require in person meetings at Northwell locations with minimal exposure to health or safety hazards
Working Arrangements:
- May require after hours on call support
- Work is performed in a standard office environment with minimal exposure to health or safety hazards
