[Hiring] Technical Support Analyst @GlobalLogic

Role Description

The Digital Health organization is a technology team focused on next-generation Digital Health capabilities that deliver on the Medicine mission and vision to provide Insight Driven Care. This role will operate within the Digital Health Applications & Interoperability subgroup, concentrating on:

• Patient engagement
• Care coordination
• AI
• Healthcare analytics
• Interoperability

The project is a cloud-based PaaS Ecosystem built with a privacy-by-design approach to provide a centralized platform for storing, classifying, and controlling access to federated datasets securely and efficiently.

The ecosystem will allow Customer Operating Units (medical device departments) to:

• Store federated data sets of varying sizes and formats
• Control access to those data sets through Data steward(s)
• Expose source data sets to qualified use cases and workflows

The Healthcare Data Platform ecosystem will provide ML/AI project capabilities for streamlined development processes and a ML/AI workbench to enhance data exploration, wrangling, and model training.

Currently focused on:

• Neuro
• Cardio
• Diabetes

The GL Role is to enhance current capabilities, including taking over the work that the AWS proserve team is doing, and developing new requirements from different OUs in the future.

Qualifications

• High school diploma (or equivalent) and 2+ years of experience
• Proficient C1 skill level in English
• At least C1 skill level in one of the following European languages: French or German

Requirements

• Technical User Support Analyst (TUSA) for Healthcare IT Support (HCIT) is integral to providing daily support for customers.
• Deliver world-class customer service and expert technical knowledge to enable success in IT services, including:
• Non-Therapy Application Support
• Installation and Configuration
• Connectivity and Password Management
• Device Deployment and Technical Support
• Lost Stolen Device Processing
• Manage Knowledge and Process Documentation
• Support for:
• Medical and Consumer Mobile Devices and Apps
• Client Apps
• Sensitive Data Management
• Printing Solutions
• Healthcare Patient Management Platforms
• Handle Complaint and Report Processing
• Job responsibilities include:
• Responding to and resolving technical issues via phone and electronic channels.
• Troubleshooting and supporting:
• Mobile device OS, network connectivity (Cellular/Bluetooth/Wi-Fi), and application deployments.
• Windows OS installation, configuration, and support.
• Windows Server services, including Active Directory, Group Policy, and File/Folder services.
• Utilizing tools such as ServiceNow, Jira, and other client custom-made apps for service support tasks.
• Performing scripting and configuration tasks using PowerShell, Python, or advanced DOS.
• Handling network services like TCP/IP, DNS, and DHCP.
• Communicating status updates and solutions to stakeholders in virtual or in-person meetings.
• Collaborating with cross-functional teams to complete project milestones and assignments.
• Maintaining knowledge of IT services, frameworks (e.g., ITIL, Agile), and healthcare IT protocols (e.g., HL7, DICOM, PACS, FIHR).
• Job-Specific Responsibilities include:
• Providing technical support to client field representatives, healthcare providers, and patients using IT-enabled therapies globally.
• Addressing and managing potential medical device complaints subject to internal and external audits.
• Ensuring compliance with incident, problem, and change management processes, as well as complaint handling and report processing.
• Supporting client-developed technologies and third-party solutions, including:
• Medical and consumer mobile devices/apps.
• Healthcare patient management platforms.
• Sensitive data management.
• Managing device deployment, installation, configuration, and troubleshooting for both hardware and software.
• Developing and maintaining knowledge/process documentation and user instruction manuals.
• Participating in continuous improvement efforts by recommending system or process enhancements.
• Delivering 24/7/365 support as a team, including on-call and holiday hours, to ensure uninterrupted service.

Benefits

• Empowering Projects: Contribute to groundbreaking projects leveraging cutting-edge technologies.
• Empowering Growth: Continuous learning and professional development with dedicated support.
• DE&I Matters: Commitment to diversity and equal opportunities in an inclusive work environment.
• Career Development: Strong emphasis on career growth and regular team engagement.
• Comprehensive Benefits: Prioritizing overall well-being with a comprehensive benefits package.
• Flexible Opportunities: Work-life balance with flexible opportunities tailored to your lifestyle.