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Deloitte Product Enablement Engineer for ConvergeHEALTH Miner Product in Charlotte, North Carolina

Product Enablement Engineer for ConvergeHEALTH Miner Product, Deloitte Consulting

As a Product Enablement Engineer, you will be aligned to the product development team of the ConvergeHEALTH's Miner platform. ConvergeHEALTH is a part of Deloitte Consulting, and supports the information-based transformation of healthcare by enabling healthcare and life sciences organizations to answer the "hard questions" in healthcare-what works, for whom, why, in what context, and at what cost? ConvergeHEALTH Minerâ„¢ platform helps life science companies support their evidence strategies by providing enterprise data management and analytics capabilities for information generated throughout their evidence lifecycle from translational research to clinical trials to real world evidence (RWE).

You will be working with an innovative product development team to enhance, enable and support the Miner platform with a specific focus on enabling clients on the platform and supporting integrations with clients' systems.

Job Responsibilities:

  • Primary point of contact for all product support requests and triaging them with the engineering team

  • Work closely with the core engineering team to design appropriate resolutions for customer reported issues and new features

  • Lead sessions for onboarding implementation/client teams on capabilities of the product, roles and personas

  • Support implementation teams on common integration patterns and use cases of the product with client systems

  • Actively involved in operational product delivery for new product releases or new client implementation

  • Engage with clients to support product upgrades and be part of working sessions to support deployment issues

  • Partner with Customer success teams to define plans and timelines for resolving client issues

  • Gather feedback to inform the product backlog for customer requested feature enhancements

  • Streamline processes to effectively manage, resolve and report on technical inquiries

  • Track team SLAs to monitor team performance and report on metrics

    We expect you to have:

  • A BS or MS degree in Information Technology, Computer Science, or similar Quantitative Field

  • 3+ yrs. of hands-on experience in product enablement, IT product management, IT implementation or similar

  • Understanding of web technologies, APIs and web servers (Tomcat, Apache, etc.)

  • Experience with web application deployments and client/server model architecture

  • Good knowledge on cloud technologies (AWS, Azure, etc.) and SQL, Big Data and RDBMS (SQL Server, Postgres, etc.)

  • Knowledge on scripting languages (shell, python or similar)

  • Experience in system integration and good knowledge of defining and implementing strategies and technologies with seamless integration

  • Strong quantitative skills to investigate and resolve customer support tickets with expertise in troubleshooting and log-tracing

  • A desire to take initiative and continuously work on improving the product enablement and support processes

  • The ability to work well independently and as a team player

  • Strong communication skills to effectively interact with multiple teams/stakeholders

  • Ability to travel 20%, on average, based on the work you do with clients and industries/sectors you serve

  • Limited sponsorship may be available

    We'd love you to have:

  • Familiarity with healthcare related data (e.g., EMR, Claims, Genomic) and a general interest in the life sciences and healthcare industry

  • Good understanding of security architecture with emphasis on proxy, security protocols, and certificates etc.

  • Experience with BI/analytics tools, such as Tableau, Qlikview or similar tools

  • Experience with full suite of software lifecycle tools (Confluence, Jira, Stash, Jenkins, Artifactory, etc.)

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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