Senior Analyst, Technical Services

The Opportunity

The Senior Analyst, Technical Services is responsible for providing high-level EIQ support to end users. The Senior Analyst, Technical Services is responsible for ServiceNow ticket monitoring, resolution, and/or escalation and delivers a high level of quality service to ensure satisfaction with our product and services. The Senior Analyst, Technical Services develops and maintains a professional relationship with the end users to promote software engagement through quality service, education, and support. The Senior Analyst, Technical Services assists with new client implementations and upgrades for existing clients. The Senior Analyst, Technical Services may provide onboarding, training, and guidance to junior technical support staff.

Essential Job Functions

• ServiceNow ticket monitoring, documenting, escalating, and/or resolution of software issues to ensure the needs of the organization and the clients are met.
• Serve as an escalated point of contact for the client and oversees the delivery of high level of quality service to ensure satisfaction with our products and services.
• Technical aptitude and ability to troubleshoot complex software functionality issues.
• Support software automation and optimization initiatives and technical capabilities.
• Ability to research and analyze data anomalies.
• Assist with new client implementations and upgrades for existing clients.
• Identifies, communicates, and works to resolve complex data quality issues.
• Includes client facing interactions.
• Empower team members to identify process improvements, setting priorities, and implementing best practices.
• Use SQL and other technical skills to write queries, complete complex data analysis, data validation, and report creation/validation.
• Maintain high level proficiency with the complex modules with EIQ.
• Serves as a subject matter expert for data integrity processes and collaborates with cross-functional teams to optimize data management practices.
• Monitors and validates data across multiple systems to ensure compliance with organizational and regulatory standards.
• Leads initiatives to improve data quality, trains stakeholders on best practices, and ensures adherence to HIPAA and other healthcare compliance requirements.

Requirements

• 5-7 years or relatable professional experience
• Associate Degree or equivalent professional experience
• CRCR Certification, or other approved job-relevant certification (or willingness to obtain within 9 months)
• Expertise using Ensemble IQ products
• Ability to utilize SQL, Microsoft Products, Excel, and Access
• Professional experience with Azure DevOps and ticketing experience in ServiceNow or Jira
• Experience and familiarity with multiple EMR/EHR systems
• General understanding of healthcare revenue cycle management (RCM), including patient access, registration/admission, and patient financial services
• Requires daily interaction with internal and external senior leaders
• Exceptional organizational and problem-solving skills, time management, and ability to prioritize deliverables a must
• Must possess the technical skills required for data analysis and troubleshooting complex issues

Benefits

• Associate Benefits – comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs
• Our Culture – a place where associates can do their best work and be their best selves, rooted in collaboration, growth, and innovation
• Growth – professional development investment, including earning a professional certification relevant to your field and tuition reimbursement
• Recognition – quarterly and annual incentive programs for employees who go beyond and keep raising the bar