Upgrade Analyst

Upgrade Analyst

  Not Disclosed

  Round Lake, IL (100% Remote)

  12 Months

  Not Disclosed

  Not Disclosed

  Pharmaceutical

  $37.86/hour - $42.86/hour

Job Description

Description:

Upgrade Analyst

The primary responsibility of this position is to assist the Nurse Product Sustaining Team (engineers, PM’s) remotely in support of the technical patching, licensing, and general sustaining of the client products. Duties include software, hardware, and network support activities. The Integration Manager and Senior Manager will direct the Upgrade Analyst in conjunction with assigned support cases with active client customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES: – Other duties may be assigned:
Remotely support the management, upgrade, and sustainment of the client and their partners’ applications/systems. This primarily consists of configuring, upgrading, patching, and/or licensing the applications on servers and proprietary devices/hardware, configuring system networks, and working with the customer’s IT, security, biomed, and clinical departments to complete service activities.
Participate in and/or assist a cross-functional team resolving technical troubleshooting to resolution throughout the service process.
Ensure the highest levels of customer satisfaction are maintained while considering business unit goals.
Complete and update the system, network, and server documentation in compliance with SOPs and best practices to ensure successful system support.
Conformance to all documentation and escalation processes surrounding service events on production customer systems (class II medical devices).
Work on and complete multiple project deliverables with minimal supervision and be able to work independently or in a small team environment.
Provide continuous improvement feedback, both written and verbal, to improve products and processes. Contribute to improvements and utilize internal tools such as Confluence, Service Portal, Help Center, etc.
Maintains a clean and safe work environment. Safety training, meeting, and medical testing requirements are updated. Operates safely and within guidelines or regulations. Demonstrates a proactive approach towards safety, health, and quality in compliance with all company, governmental, and customer regulations.
Adherence to all company policies and procedures. Effectively implement service policies and procedures to support company objectives, including service documentation, SOP/WI training, expense reporting, maintenance of test equipment, and filing and record-keeping systems by standard work.
Other duties will be assigned as necessary.

EDUCATION, EXPERIENCE AND QUALIFICATIONS:
One to three years of professional work experience required in healthcare, construction, or IT industry
A bachelor’s degree or associate degree in computer science or a related field is preferred, or equivalent experience of related work (wired or wireless).
Salesforce (CRM) experience preferred.
Advanced understanding of supporting Microsoft Windows platforms, MSSQL, and associated networked systems.
Detailed knowledge of typical network protocols/architecture (TCP/IP, IP routing, OSI model, VLAN, etc.), client/server networking environments and best practices, managed switches, VoIP, and network security.
Basic VoIP and/or PBX telephony knowledge and essential configuration experience
Understanding of project management fundamentals and demonstrated history of executing projects.
Ability to work in small teams with diverse technical skills during service events as needed
Candidates should possess strong oral and written communication skills to resolve complex network and server-related issues into actionable concepts for customers to understand.
Maintain a professional image and demonstrate a willingness to contribute at all levels.
Strong organization skills, detail orientation, and the ability to multi-task, meet deadlines, and prioritize work.
Possess the ability to work through issues and complete projects; perform complex research, analysis, and troubleshooting; and logically resolve critical problems over sustained time durations.
Ability to effectively and concisely document essential details of service events in Sales Force case history
Experience configuring, setting up, and debugging Windows-based systems.
Preferred Certifications in the following:
Cisco certifications: CCNA, CCDP or CCNP, CWLS, CWNA,
Wireless certifications: CWNE, CWNP, HILLROMP, AWLAT, MNAWS, MNAWP, MNCE,
General certifications: Network+, Security +
May be required to demonstrate expertise in two or more of the following areas to support business needs:
Windows Server OS management and support
VoIP (SIP)
SQL/Scripting/Reporting Engines (SAS Crystal, etc.)
Networking (TCP/IP, Routing and Switching, Subnetting, Security)
Enterprise-level hardware (Server/Client OS)
Middleware (Mirth, etc.)
HL7
General routing and switching technologies and capabilities


Top 3-5 Must Have Non-negotiable Skills Required
1.Windows Server OS management
2. VoIP (SIP)
3.Networking (TCP/IP, Routing and Switching, Subnetting, Security
4. HL7
5.SQL/Scripting/Reporting Engines (SAS Crystal, etc.)


Nice to Have Skills
1. Salesforce 1 year
2. Mirth 1 year
3. VoIP 2 years


Notes:

Work Schedule: 8am- 5pm M-F
Remote
Contract to Hire