Job Description

 

ROLE AND RESPONSIBILITIES - MIDAS SOLUTIONS STRATEGIC CLIENT SUPPORT ANALYST (PREFER TUCSON BASED CANDIDATES BUT WILL CONSIDER REMOTE BASE IF THEY HAVE STRONG MIDAS EXPERIENCE)

This position is responsible for providing support of Midas Solutions through researching and resolving problem logs assigned by internal and external strategic clients in assigned work team area(s). This position will also provide primary support and management of client relationship activities for assigned strategic accounts. Occasional travel to strategic client’s facilities may be required.

·          Technical troubleshooting and oversight of all Midas Care Management reported issues

o    Smartrack Worklists

o    SmarTrack Indicators

o    System and User Defined Worklists

o    Interfaces and File Loads

o    Reports – System, Ad Hoc, Scheduled Reports

o    Database

o    Dictionaries

o    Scheduled Tasks

o    Performance

o    Backup Processes

o    User Access

o    Securities

o    System Message Queues and Processors

§   Unknowns

§   Errors

§   Interfaces

o    Indicator Jobs

o    Custom Site processes

·          Network Architecture

o    Microsoft Windows Server troubleshooting and maintenance recommendations

o    IIS

o    Memory

o    Disk I/O

o    Network

o    Citrix

o    Workstation

·          Citrix Environment troubleshooting and maintenance recommendations

·          Collaborate and partner with strategic clients and other internal resources

·          Proficient in connecting remotely to client servers and in techniques used for responding to system emergencies

·          Provide support and assistance throughout project life cycle and ticket resolution

·          Frequently meet with strategic client accounts to maintain system health

·          Coordinate and participate on status calls with colleagues within the team and outside the team as needed

·          Analyze data received from client/system to troubleshoot system problems/operation

·          Execute utilities and perform database checks for strategic clients

·          Assist in training of colleagues as required

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Associate’s degree or equivalent.  Minimum of five years’ experience in a customer-facing/troubleshooting or analysis role. A combination of experience and certifications may be substituted for the degree.

REQUIRED SKILLS:

·          5+ years Midas Care Management experience in a supporting role spanning multiple Midas system areas

·          Technical Expertise in Midas Care Management, System Maintenance, SQL, HL7 interface protocols and Cache

·          Expertise in Midas ReporTrack, Crystal Reports, Scheduled Reports, and ODBC queries into the Care Management database

·          Expertise in Cache database management and best practices

o    Architecture; DB Servers, App Servers, Clustering/Mirroring

·          Expertise in Cache Object Script coding, troubleshooting, and debugging

·          Excellent Communication; verbal and written

·          Knowledge of operating systems

·          Strong analytical ability

·          Strong troubleshooting Skills

·          Strong client-facing & ability to manage client relationships

·          Effective customer relations experience

·          Ability to effectively manage competing priorities and function in a complex and evolving environment


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