Analyst, Support Level 2

Are you looking to advance your career by joining a team of bright, bold professionals who are committed to improving patient care?   Dare to take the leap and realize your full potential with us in an inspiring and dynamic environment that values flexibility, teamwork, learning, and excellence.

What will your days be like?

Since our clients are at the heart of everything we do, the selected candidate will be responsible for Level 2 support of our products and will assist the Level 1 support team in investigating incidents and anomalies encountered by our clients. They provide high-quality customer support, process and resolve requests quickly in order to meet the service levels agreed upon with clients. The team stands out for its collaborative approach and analytical mindset.

(Please note that this position requires 24/7 support on a rotating basis with the rest of the team, including an on-call bonus.)

How will your contributions be valued?

Level 2 Application Support

• Provide second-level support by assisting first-level support advisors;
• Reproduce and diagnose issues or anomalies described by Level 1 support or clients;
• Investigate and analyze problems and apply solutions;
• Identify the best solutions and deploy them in the client environment;
• Participate in process improvement;
• Train Level 1 advisors on script usage (database queries);
• Create change requests and enhancement requests;
• Provide after-hours support.

Script Development

• Create scripts to query and correct data;
• Create scripts to extract and convert data.

Documentation

• Write investigation procedures, scripts, and knowledge base articles.
• Self-Training
• Ensure continuous learning of administrative and clinical solutions through self-training, with a focus on versatility.