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Sr. Associate Technical Support Analyst (North Carolina Health Information Exchange)- Hybrid, Cary, North Carolina

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About the job

The Government Support and Consulting team is looking for a Sr. Associate Technical Support Analyst to provide Help Desk Support for the North Carolina Health Information Exchange (NC HIE) branded as NC HealthConnex®.  This role routinely leverages knowledge to resolve SAS customer/HIE participant issues related to 3rd party software systems utilized for the NC HealthConnex Clinical Portal, Direct Secure Messaging (DSM), NC*Notify, general usage and reporting. 

This role will also Influence software and solution usage and will directly participate in Participant outreach on behalf of SAS and the NC HIE Authority.

As a Sr. Associate Technical Support Analyst, you will:

• Help Desk/Call Center Customer Support: Monday-Friday, Evening Shift (10:00am to 6:00pm ET)
• Provides customer and technical support to HIE customers/participants by taking telephone calls and emails on all product areas
• Assists with user credentialing and password resets
• Provides information on documented problems and focuses on resolving issues
• Actively communicates internally and externally while applying all HIPAA protected PII and PHI rules and policies
• Participates in the HIE auditing communication and remediation process
• Collaborates with experts across departments/divisions and escalates to the Production Support and project teams as needed
• Accurately documents details in the ticket tracking system during the entire track life cycle
• Communicates effectively with Customers/Participants and maintains proactive contact during all efforts
• Sets and manages expectations for both internal and external Customers
• Serves as an advocate and liaison between the user community and the rest of SAS/NC HIEA
• Participates in rotational, scheduled and shared after-hours on-call support (currently a monthly assignment with 0-1 calls per month)
• Keeps team members and leadership informed of problems, suggestions, general comments and concerns as appropriate
• Authors software usage, problem notes and Standard Operating Procedures
• Suggests, manages, and implements special projects to assist Production Support, users, or other departments/teams/divisions
• Solicits feedback on Help Desk/Technical Support services from peers and Participants
• Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, Education, or related quantitative field or industry domain.
• 2-4 years of relevant experience in software Help Desk/Technical Support, application usage training, software consulting, or supporting complex applications
• Equivalent combination of education, training, and relevant experience may be considered in place of the requirements stated above.
• An articulate professional with an understanding of Help Desk and Technical Support processes and
• Likes to resolve a wide range of issues in creative ways including workarounds and alternate solutions.
• Prior usage/understanding of CRM and defect ticketing systems such as JIRA and ServiceNow.
• Ability to work independently; receives minimal guidance on day-to-day work and new projects or assignments.
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Additional competencies, knowledge and skills

• Collaborating: Working cooperatively with others to help a team or work group achieve goals
• Communication: Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others.
• Customer Orientation: Placing a high priority on the internal or external customer’s perspective when making decisions and taking action; implementing service practices that meet the customers’ and own organization’s needs
• Experience, exposure to, or willingness to learn:
• Healthcare processes, HCO applications, EMR/EHRs, HIPAA compliance, and clinical jargon.
• An HL7 integration engine (e.g., Intersystems Ensemble, Nextgen/Mirth, Rhapsody, Cloverleaf).
• SQL with the ability to perform queries for support purposes.
• HTTP, FTP, TLS, VPN connections

World-class benefits  

Highlights include...

• Comprehensive medical, prescription, dental and vision plans.
• Medical plan options include:
• PPO with low annual deductible and copays.
• HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
• Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
• An industry-leading 401k plan.
• Tuition Assistance Program and programs and resources to support your development
• Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
• Volunteer Time Off, parental leave and unlimited paid sick days.
• Generous childcare benefits for all full-time employees.

You are welcome here.

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.

Additional Information:

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to any characteristic protected by law. Read more: Know Your Rights. 

Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

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