Manager, Technical Support – Health Information Exchange - Cary, NC (Hybrid Office Policy)
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About the job
As a Manager, Technical Support (Health Information Exchange), you will manage the SAS North Carolina Health Information Exchange (NC HIE) Technical Support, Participant Help Desk and Production Support staff who assist internal and external customers using or configuring SAS tools and third-party software, integrations and solutions. The Manager also leads Technical and Production Support planning and policy decisions.
In this role you will participate in the support, maintenance and design of complex solution architectures for HIE services; You will relate technical concepts to SAS System applications and user needs and help monitor the technical progress of live and in Production SAS hosted projects, with a focus on supporting third-party software. In addition, this role may specialize in specific technical issues such as security, data management/movement, system integration, and user interface. And you will assist the sales and delivery teams with technical sales and services activities to maximize revenue opportunities and ensure the highest levels of customer satisfaction.
Primary Responsibilities:
- Oversees Technical and Production Support for healthcare customers who are using the NC HIE
- Provides guidance and support to a technical team responsible for troubleshooting complex web applications, systems integrations, bi-directional feeds, alerts/notifications, or end-user issues.
- Ensures the quality of Technical and Production Support provided and takes steps to continually improve it. Works closely with the customer to define gaps or areas of opportunity.
- Monitors issue tracking systems (i.e., JIRA, CSM and Service Now) to ensure adequate responses are given in areas of responsibility within appropriate time frame.
- Balances priorities among SAS strategies, customer business needs, specialized domain needs, product direction and maturity, software releases, and implementation demands. Scales staff responsibilities and workloads as necessary.
- Routinely sets and manages expectations related to escalation activities and service level commitments, including support outside regular business hours for business-critical problems as appropriate.
- Works with customers, staff, and other divisions to resolve problems and escalations in a timely manner.
- Manages on-call staff allocation and standard operating procedures for issues reported after business hours
- Strategizes with and consults on a highly a matrixed team (e.g., USPS, USG, CIS) regarding the customer lifecycle, including pre-sales activities; proof-of-concept; SOWs; architecture, system and infrastructure design; implementation; hand-off; production support; and maintenance.
- Continually builds and applies specialized technical and business domain knowledge of both SAS and third-party products.
- Acts as an advocate for the customer.
- Promotes professional development among staff. Ensures staff members build additional skills by learning emerging technologies, SAS technologies, portfolio offerings, and relevant third-party software. Conducts performance appraisals and provides ongoing performance feedback to direct reports.
- May represent the company at the customer site, SAS events, trade shows, or user group meetings.
- Recommends, manages, and implements special projects to assist Technical and Production Support staff, users, or other departments/teams/divisions.
Additional Responsibilities
- Available for after-hours escalations of business-critical issues. Empowered to design after-hours support procedures and personnel to ensure responsibilities are spread over multiple individuals and teams to maintain an appropriate work-life balance.
- Works with SAS and NC HIE leadership to develop, prioritize, assign and hone NC HIE program objectives and responsibilities.
- Mentors, trains, coaches and manages the daily activities and career growth of a Technical and Production Support team.
- Keeps current on issues, technology and trends in the industry.
Required Qualifications:
- Bachelor's degree or higher in Computer Science, health care, or related field.
- Require 5-7 years of experience in HIE and/or HealthCare software support, sales, marketing, consulting, and/or software research and development
- Knowledge of:
- Technical, Help Desk and Production Support standard procedures and tools in a SAS hosted or SaaS environment.
- Best practices regarding partnerships between Support teams and IT, Infrastructure, Hosting/Cloud, and/or Professional Services Teams.
- Third-party healthcare information systems, web applications and tools that allow for the creation, access, and maintenance of secure and unified patient/clinical care records (e.g., InterSystems Health Share and Health Insight; Mirth Connect/NextGen; etc.).
- Developing and maintaining solutions using Intersystems HealthShare products and/or other interoperability software, e.g., Orion, Health Catalyst.
- EMR systems and standards related to clinical data e.g., HL7 FHIR, RxNorm, LOINC.
- Knowledge of SAS products and how they can be applied in the Healthcare setting (i.e., ETL, Visual Analytics)
- Proven ability to:
- Diagnose a broad range of problems
- Lead, manage and communicate goals to technical employees
- Develop creative solutions to complex technical problems
- Remain calm and collected, internally and externally, in urgent situations such as system or integration outages
- Work with individuals of varied technical backgrounds
- Lead projects and adapt to changing priorities and deadlines
- Handle deadlines in a multiple- task environment
- Evaluate the impact of issues, defects, upgrades, and product changes on the user community and provide appropriate documentation and communication around that impact.
- Strong decision-making and delegation skills.
- Strong customer service orientation.
- Strong interpersonal, verbal and written communication, organization, and problem-solving skills
- Exhibits and demonstrates managerial leadership skills.
- Ability to travel as business needs require.
Preferred Qualifications:
- 2 Years of Experience in a leadership role
World-Class Benefits
Highlights include...
- Comprehensive medical, prescription, dental and vision plans.
- Medical plan options include...
- PPO with low annual deductible and copays.
- HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
- Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
- An industry-leading 401k plan.
- Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
- Volunteer Time Off, parental leave and unlimited paid sick days.
- Generous childcare benefits for all full-time employees.
Diverse and Inclusive
At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.
Additional Information:
To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights.
Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.
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