Allscripts

  • Sr Technical Support Manager

    Job Locations UK-London
    Posted Date 3 months ago(3/26/2018 8:32 AM)
    Requisition ID
    2018-15049
    Category
    Client Service/Support
  • Overview

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    Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver worldclass outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.

     

    The primary purpose of this role is to provide high quality support service to Allscripts clients across product line(s) and/or businesses, working with the team of well-trained and effective technical support analysts to help build, maintain and improve customer experience and to improve referenceability of Allscripts Support. Co-ordinate rapid and effective cross-sectional response to major incidents, including escalations, follow-ups, dissemination of workarounds, or resolution advice, documentation and closure. Conducts detailed analyses of data gathered via the Incident  Management process in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues.

     

    Responsibilities

    • Serve as the designated lead, in front of Allscripts Client Support, for all strategic and significant activities involving Allscripts Support for a designated group of clients.
    • Communicate and respond to clients as appropriate, providing statuses and action steps identified for problem resolution.
    • Triage issues/questions and contact appropriate Allscripts personnel.
    • Communicate statuses of issue(s) to clients within 24 hours and around the clock for critical incidents.
    • Coordinate rapid and effective handling of major incidents.
    • Lead the investigation of incidents and restoration of services to impacted client(s).
    • Document all activities performed during the Major Incident.
    • Provide internal status communications during the Major Incident.
    • Prepare post-incident documentation for turnover to Problem Management for root cause analysis.
    • Examine potential areas for service improvement and raise proposals with IS Management, including change requests to improve and reduce incident numbers and failure outage durations.
    • Escalate and manage critical issues identified by the customer and report back to the customer within 2 hours.
    • Manage client’s top issues through updates as needed.
    • Facilitate regular status calls with clients to review top issues and discuss significant cases.  Attendees for such call may include client representatives and members of Allscripts personnel, such as Allscripts Client Executive, Professional Services team, Sales Executive and support teams, as appropriate.
    • Maintain a set of monthly Product Support Activity Dashboards including:
    • Backlog analysis as SLA compliance
    • Enhancement requests and status
    • New case response and resolution time
    • Average closure time by type of issue
    • Case volume vs. resolution
    • Review of issues trending by Product, resolution by product type, issues type, and
    • Additional items corresponding to Support team goals, in support of specific client relationships and projects.
    • Participate with Allscripts Client Executive in scheduled on-site meetings, which pertain to Support. Coordinate and manage Allscripts Client Support resources, both remote and onsite, attending such meetings.
    • Attend on-site executive meetings with client’s designated executives and members of Allscripts management team.
    • Work with Allscripts Outcomes Executive to confirm that client is receiving all appropriate communications; releases; product advisories, and invitations.
    • In addition to these, the job may include other duties and responsibilities, as assigned by the direct manager or Support Vice-president

    Qualifications

    Academic and professional qualifications:

    • Baccalaureate or Graduate degrees in Business or Computer Science or relevant work experience
    • Strong customer support skills with demonstrated ability in effectively dealing with escalated customer concerns.
    • Ability to work in a fast-paced environment.
    • Experience and knowledge of problem management principles and methodologies.
    • Exceptional written and verbal communication skills.
    • Able to work effectively at all levels in an organization.
    • Strong analytic and decision making abilities.
    • Must be a team player and able to work with and through others.
    • Ability to influence others and move toward a common vision or goal.
    • Experience with large-scale organizational incident management effort.
    • ITIL training and certifications are an asset.
    • Demonstrated success in managing and developing non-exempt level positions.

     

    Experience:

    • Minimum 8 years of experience with support or service, with at least 5 years successful experience of managing or working within a helpdesk or product/customer support environment; or
    • Minimum 8 years experience in developing, supporting or using healthcare software with 2+ years relevant working experience in UK healthcare.

     

    Travel requirements:

    • Able and willing to travel as required, including internationally, on short-term basis

     

    Working arrangements:

    • Works in the office environment and at the client site with flexible work hours (after-hours work when required).

     

    At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.

     

    We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age; nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law.

     

    @mattocon5

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