Technical Support Manager/Application Support Manager/ Service Manager

Position Summary:

The Manager, Shared Services has managerial responsibility for the success and efficiency of the team of Reporting Analysts who create, test, and maintain reports for a technically complex software product. This person will provide technical expertise, advice and support throughout the entire implementation process. The Manager Shared Services acts as a backup during the absence or unavailability of the Senior Manager, Shared Services.

Essential Duties and Responsibilities:

Ensures that reporting staff acts as the clients technical advocate within the company by promoting ideas that contribute toward a more efficient and productive implementation of CLINISYS products for the clients

Ensures that reporting staff understands the various deployment options of CLINISYS products and interface options. Then maps these options to meet client business needs

Ensures that reporting staff creates and executes detailed technical checklists and processes to facilitate the implementation of CLINISYS products and services

Ensures that reporting staff analyzes clients’ business rules and effectively communicates them to development, product management, documentation, support, and other individuals or teams

Ensures that reporting staff assists in the development of test plans for alpha and beta phases of the implementation, based on client specific business models

Ensures that reporting staff analyzes technical issues and develop creative solutions which minimize risk and ensure the successful deployment of software solutions

Ensures that reporting staff prepares and provides product demonstrations for clients

Ensures that reporting staff prepares and provides product training for clients

Ensures that reporting staff develops solutions and educates clients in the various stages of the product and service implementation cycle

Ensures that reporting staff assists project managers in preparing project plans, client business model analysis, design specifications and proof of concept documents.

Ensures that reporting staff is trained and mentored

Provides technical oversight, advice and problem resolutions to team members.

Provides input towards process improvement plans for Client Services department. Ensures that reporting staff assists in responding to or reviewing technical Request for Proposal (RFP) or sales proposals to support Sales process.

Ensures that reporting staff consults with clients and external data source/destination vendors to determine interface requirements

Ensures that reporting staff designs and develops interface solutions to meet the requirements given constraints such as limited client resources, time deadlines and technological impediments

Ensures that reporting staff analyzes and documents interface specifications

Ensures that reporting staff tests, deploys and validates interfaces

Ensures that reporting staff promotes and maintains a positive relationship with other client service staff and departments to support the successful implementation of CLINISYS products and services

• • Ensures that reporting staff identifies risk to the organization and communicates that risk to management, and protect confidential information, including, but not limited to, business trade secrets and protected health information
• • Ensures that reporting staff adheres to CLINISYS policies and procedures

Assigns tasks

Measures individual and team performance

Performs Individual reviews

Establishes career objectives and education/training goals for reporting staff

• • Is personally responsible to ensure that required activities are performed when responsible reporting staff members fail to perform as required • Performs other assigned duties

Supervisory Responsibilities:

This position supervises a team of Report Analysts and Testers. The person reports directly to Senior Manager, Shared Services

Requirements - General:

Is highly organized with the ability to learn quickly, and understand and explain technical information

Works effectively under intense pressure to meet the demands of resolving critical technical issues that address client business needs

Can effectively communicate and understand complex concepts using verbal and written English

Receives constructive criticism unemotionally and uses it to improve

Has good interpersonal skills

Is extremely motivated

Has the ability to multi-task

Has strong time management and organizational skills

Has the ability to work remotely as needed while being able to continue business operations as if working from a main office.

Has the flexibility to, on occasion, work off hours/weekends in order to meet client needs and go-lives

Is able to conduct overnight travel to client sites – approximately 20%

Requirements – Technical:

Skilled in Microsoft Windows, Microsoft Office (Word, Excel, Outlook, Visio), and standard office equipment.

Has a working knowledge of medical laboratory workflows

Preferred Skills / Experience:

Proficient in XSLT, HL7, HTML, Javascript, SQL

Working knowledge of:

• Windows O/S
• VB.NET, C++, C#, ADO.NET, ASP.NET
• Telerik or similar report writing technology
• Databases technologies
• IT/Network services

Project Management skills

Software development experience

Data migration experience

Technical support experience

Education and / or Experience:

B.S. in computer science, Clinical Laboratory Science or related field; equivalent work experience will be considered

3+ years supervisory experience

5+ years related experience (e.g. software development; analysis or implementation in a customer facing role) or 3+ year relevant CLINISYS experience OR a combination of education and related working experience form which comparable knowledge and skills can be acquired.

Ability to overlap UK (Complete) and US working hours (Partial). Needs to work UK shits 2:00 AM IST to 10:00 PM IST.