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Technical Support Analyst II - 100% REMOTE

MMY Consulting
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Post Date: Aug 01, 2019
Job Type: Contract
Start Date: 8-12-2019
Compensation: - n/a -
Location: US - Indiana - Indianapolis
Reference: Cardiology - Remote
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Technical Support Analyst II– Cardiology

Role and Responsibilities:

MMY Consulting will be supporting a premiere client as they upgrade from Windows 7 to Windows 10. We will be providing project management expertise, daily support and project implementation analysis of their clinical imaging systems during the upgrade. The Daily Support Analyst will provide Level II support by assisting end users with incident calls and issue resolution. Responsibilities include:

  • Monitoring incident queues via ServiceNow
  • Responding to incident calls
  • Resolving product issues
  • Referencing System Documentation through OneNote
  • Escalating issues that cannot be remediated to client team members or vendor support, as applicable

Required Skills/Experience:

  • Must have full knowledge of at least one of the following Cardiology imaging products:
    • Merge Cardio – Merge Hemo
    • Synapse CV
    • McKesson CPACS
  • Must have experience with third party integrated peripherals such as:
    • Invia Corridor4DM
    • Epiphany CardioServer
    • Teracon
  • Experience with ServiceNow a plus but not required
  • Must have 3+ years’ experience administering and monitoring named cardiology imaging products
  • Must have experience troubleshooting multiple issues with these products
  • Must have experience providing customer service
  • Must have related soft skills including verbal communication, written communication, empathy and a sense of urgency

Merge Cardio/Merge Hemo

Support resource will have full knowledge of at least one of the cardiology imaging products named above as well as third party integrated peripherals, such as Invia Corridor4DM, Epiphany CardioServer, and Terarecon, and be able to monitor incident queues through Service Now solution, respond to incident calls, resolve issues with products and work well within the existing Clinical Imaging Cardiology group

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