[Hiring] Technical Support Analyst @GlobalLogic

Role Description

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

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

The project is a cloud-based PaaS Ecosystem built with a privacy by design centric approach to provide a centralized cloud-based platform to store, classify, and control access to federated datasets in a scalable, secure, and efficient manner.

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 through different project types

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.

In queue: 15+ OU's. Currently focused on:

• Neuro
• Cardio
• Diabetes

The GL Role is to work on the enhancement of current capabilities, including:

• Taking over the work that AWS proserve team is doing
• Developing new requirements that will keep coming from different OU's 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, German)

Requirements

• Technical User Support Analyst (TUSA) for Healthcare IT Support (HCIT) is integral to providing daily support
• Deliver world class customer service and expert technical knowledge
• Support includes:
• 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:
• Respond to and resolve technical issues via phone and electronic channels
• Troubleshoot and support:
• 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
• Utilize tools such as ServiceNow, Jira, and other client custom made apps for service support tasks
• Perform scripting and configuration tasks using PowerShell, Python, or advanced DOS
• Handle network services like TCP/IP, DNS, and DHCP
• Communicate status updates and solutions to stakeholders in virtual or in-person meetings
• Collaborate with cross-functional teams to complete project milestones and assignments
• Maintain knowledge of IT services, frameworks (e.g., ITIL, Agile), and healthcare IT protocols (e.g., HL7, DICOM, PACS, FIHR)
• Job-Specific Responsibilities include:
• Provide technical support to client field representatives, healthcare providers, and patients using IT-enabled therapies globally
• Address and manage potential medical device complaints subject to internal and external audits
• Ensure compliance with incident, problem, and change management processes, as well as complaint handling and report processing
• Support client-developed technologies and third-party solutions, including:
• Medical and consumer mobile devices/apps
• Healthcare patient management platforms
• Sensitive data management
• Manage device deployment, installation, configuration, and troubleshooting for both hardware and software
• Develop and maintain knowledge/process documentation and user instruction manuals
• Participate in continuous improvement efforts by recommending system or process enhancements
• Deliver 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 opportunities
• DE&I Matters: Commitment to diversity and equal opportunities
• Career Development: Emphasis on career growth and recognition
• Comprehensive Benefits: Prioritizing overall well-being with a comprehensive benefits package
• Flexible Opportunities: Work-life balance with flexible opportunities tailored to lifestyle

Company Description

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world's largest and most forward-thinking companies. Since 2000, we've been at the forefront of the digital revolution, helping create some of the most innovative and widely used digital products and experiences.