Sr Technical Services Analyst

Benefits

Additional Information

Thank you for your interest in joining Solventum. Solventum is a new healthcare company with a long legacy of solving big challenges that improve lives and help healthcare professionals perform at their best. At Solventum, people are at the heart of every innovation we pursue. Guided by empathy, insight, and clinical intelligence, we collaborate with the best minds in healthcare to address our customers' toughest challenges. While we continue updating the Solventum Careers Page and applicant materials, some documents may still reflect legacy branding. Please note that all listed roles are Solventum positions, and our Privacy Policy: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ applies to any personal information you submit. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Job Description: Key Accounts Support, Sr Technical Services Analyst(Solventum) 3M Health Care is now Solventum At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers' toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue. We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you. The Impact You'll Make in this Role: As a Key Accounts Support, Sr Technical Services Analyst , you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. In this role, you will make an impact by: Providing technical support to ensure the seamless operation of Solventum software and interfaces, reducing system downtime, and improving client satisfaction. Assisting customers with troubleshooting software applications, interfaces, and system configurations. Conducting system health checks and identifying opportunities to enhance efficiency. Managing escalations and collaborating with senior resources and development teams to resolve complex technical issues. Working closely with internal teams, including Customer Care and Development, to address technical concerns and improve customer support processes. Identifying opportunities to enhance workflows and improve support efficiency Manage projects and operational reporting activities between Key Account Support internal team and Product Development. Support process improvements by documenting troubleshooting steps, solutions, and best practices. Assess and manage the mechanisms for providing exceptional technical communication between Key Account Support and Development. Make recommendations for changes in processes, procedures, and systems. Implement changes as approved or as required. Assist in identifying operational reporting focusing on various processes within support case management. Participate in direct client calls addressing various application topics. Tier 2 support for team members assigned Cases Unassigned Case and Task triage, and Case grouping by assigned team members Liaison between EIT and Key Accounts for projects and go-lives Deliver training oversight for new employees and current team members Meet personal Case closure goal each month Ensure Solventum HIPPA & PHI Policies and Procedures are followed Drive team, and team members, to reach personal, and team goals, set by Manager Work with EIT and Development resources to solve challenging Solventum software problems for clients Perform general Case quality assurance auditing, as well as team member case load Case reviews Provide feedback to Manager on issues/concerns of team or work processes Meet with Manager weekly, minimum, to discuss team's goals/objectives and progress Work on individual, team, and special projects as required. Represent Solventum in communications with external customers and Solventum departments. Collaborate with Client Care, Development, and Product Owners to address technical concerns identified by Solventum clients. Build credibility and trust with Solventum HIS customers and departments by providing solutions to software issues, inquiries, and problems. Identify areas of opportunity to improve operational metrics to improve customer satisfaction. Required to provide after-hours on-call support as necessary Must be able to obtain and maintain security clearance to support government clients. Your Skills and Expertise To set you up for success in this role from day one, Solve