Sr. Technical Analyst

About the role

The Sr. Technical Analyst will handle on-site management of Care Communications Solutions. This position will work closely with the assigned hospital and Baxter teams to ensure high-level service to our users. This is a fully on-site role in Palo Alto, CA.

What You Will Be Doing

• Develop an understanding of the Baxter Care Communications solution including technical architecture and product offerings
• Build strong, long-lasting end-user relationships, which are referenceable
• Drive adoption, increase satisfaction, ensure retention and renewal of software and service for the assigned hospital
• Assist other Baxter departments and resources with all aspects of groups deployment, including communication, coordination, and provisioning
• Provide on-site customer support and assist with technical issue resolution
• Communicate and collaborate with stakeholder groups to address customer needs, requirements, concerns, and issues
• Become knowledgeable of the Web Admin portal and be able to maintain and edit the directory as agreed upon by the assigned hospital
• Assist with technical planning, device provisioning, validation and deployment
• Provide on-site support during upgrades and complete appropriate testing and validation of new feature sets
• Track and trend issues to institute process improvements where possible, to reduce customer concerns
• Deliver training for new employee orientations, provide continuous education and available reference materials to staff as needed
• Create and deliver customer presentations as needed
• Navigate and organize data analytics as required
• Primary responsibilities will require on-site support for assigned customer locations. Occasional travel may be required to assist in other Baxter-related projects and training opportunities (Approximately 5%). During the initial training / onboarding period, additional travel may be required.

What You Will Bring

• Bachelor's degree and/or 3+ years of equivalent combination of education and applicable work experience in Healthcare or IT within a customer-facing role
• Must demonstrate excellent interpersonal and verbal skills, and be able to work effectively with front line nursing, physicians, and point of care support services staff
• Must have experience supporting and resolving computer hardware and software issues, preferably with healthcare point-of-care solutions
• General knowledge of wireless communication systems, integrations and protocols is a plus
• Must be self-driven, proactive, and have the ability to work both independently and collaboratively within a team setting
• Ability to lift 25-30 lbs

Pay

Base salary range of $80,000 to $110,000 plus an annual incentive bonus. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.

Benefits

• Medical and dental coverage that start on day one
• Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
• Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
• 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
• Flexible Spending Accounts
• Educational assistance programs
• Time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave
• Commuting benefits
• Employee Discount Program
• Employee Assistance Program (EAP)
• Childcare benefits