Deloitte Senior Service Specialist 1, Products & Solutions, ConvergeHealth in Newton, Massachusetts
Deloitte is one of the leading professional services organizations in the United States, specializing in audit, tax, consulting and financial advisory services with clients in more than 20 industries. We provide powerful business solutions to some of the world s most well-known and respected companies, including more than 75 percent of the Fortune 100.At Deloitte, you can have a rewarding career on every level. In addition to challenging and meaningful work, you ll have the chance to give back to your community, make a positive impact on the environment, participate in a range of diversity and inclusion initiatives, and find the support, coaching, and training it takes to advance your career. Our commitment to individual choice lets you customize aspects of your career path, your educational opportunities and your benefits. And our culture of innovation means your ideas on how to improve our business and your clients will be heard.Deloitte Consulting LLP seeks a Senior Service Specialist 1, Products & Solutions, ConvergeHealth in Newton, MA and various unanticipated Deloitte office locations and client sites nationally. Work You ll DoLead the team in providing customer support solutions for healthcare industry clients. Articulate and frame business problems and solutions as appropriate for both business and technical audiences. Monitor customer support areas and trends to mitigate issues. Guide the decision making process for critical and high priority resolutions, and communicate status with client. Develop and maintain client relationships, including working with health system administrators and clinicians to provide continuous customer support for patient engagement solutions, electronic health record applications, market simulation analytic tools, and population-level care delivery tools. Manage team to ensure that customer service commitments are met, and review support processes to ensure they are optimized. Oversee issue tracking and resolution progress for incidents and issues including documentation of findings, test reports, and code defects, and tracking them using Customer Relationship Management tools. Oversee junior team members in debugging application code and troubleshooting ETL layer and backend databases using SQL Management Studio, and debugging C#, VB, and SQL scripts using Visual Studio. Lead the team to help in the performance analysis of the application by running SQL test scripts through Citrix and collecting error logs, using MS Visio for database blue print analysis and creation. Lead and facilitate internal status meetings. Facilitate patch release process as needed, including planning, deployment, and release notes. Serve as advisor on product management related to support and user focused viewpoints. Supervise the implementation of support enablement plans for new product releases using Agile methodology and Jira. Help the team to support and trouble shoot Java based web applications using Apache, Tomcat, and JBoss. Support SOA Microstrategy and business intelligence solutions, using SAP Business Objects, Qlikview, ETL tools including IBM InfoSphere Data Stage and Quality Stage, and Pentaho kettle. Identify opportunities to improve effectiveness and efficiency of products. Advise on use of products to support and improve business processes, and suggest enhancements based on customer support interactions. Monitor customer support areas and trends to mitigate future issues. Facilitate package releases as needed and ensure that customers or end users are aware of the changes. Develop and direct plans for effective knowledge transfer to clients and lead the team to ensure process completion. Responsible for the creation of materials to facilitate trainings for internal and external application end users using MS PowerPoint. #LI-DNI RequirementsBachelor's degree or equivalent in Information Management, Engineering (any), MIS, CIS, or a related field.Five years of experience providing customer support solutions for healthcare industry clients. Must have five years of experience with:Working with health system administrators and clinicians to provide continuous customer support for patient engagement solutions, electronic health record applications, market simulation analytic tools, and population-level care delivery tools;Implementing support enablement plans for new product releases using Agile methodology and Jira;Debugging application code and troubleshooting backend databases using SQL Management Studio, and debugging C#, VB, and SQL scripts using Visual Studio;Running test scripts through Citrix and collecting error logs, using MS Visio for database blue print analysis and creation;Documenting findings, test reports, and code defects, and tracking them using Customer Relationship Management tools; andCreating materials to facilitate trainings for internal and external application end users using MS PowerPoint. In the alternative, the employer will accept a Master's degree in a stated field plus three years of experience.20% travel required. BenefitsAt Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits.Learn more about what working at Deloitte can mean for you. Deloitte s cultureOur positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte. Corporate citizenshipDeloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte s impact on the world. Recruiter tipsWe want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you re applying to. We also suggest that you brush up on your behavioral and case interviewing skills and practice discussing your experience and job history with a family member, friend, or mentor.Check out recruiting tips from Deloitte professionals.
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Category: Management Consulting