Sr Database Support Analyst

Troubleshooting and Resolution

• Interacts with client hospital IT staff via phone and email to help troubleshoot and resolve highly complex product problems or issues, with a focus on backend infrastructure and the database.
• Connects to client environments to diagnose and resolve complex customer questions or problems in the areas of system performance and stability, as well as product installation and system functionality.
• Communicates progress and resolution to the client and documents all work in a case record.
• Affixes performance monitoring, utilizing database management tools to evaluate and resolve performance problems.
• Reports defects and design issues to our development teams.
• Stays abreast of current technology in products, design changes and new products offered.
• Drafts problems and solutions as articles for our Knowledge Base and reviews and approves knowledge articles written by others.
• Works on most complex database related issues directly with client DBAs, development and external consultants.