Information Solutions Technical Specialist

3 weeks ago

Toronto ON, Canada 6089 Roche Diagnostics Full time

NOTE: This is a 2-year contract position.

NOTE: This position must be based in Halifax, NS.

As the Information Solutions, Technical Specialist, you will be the subject matter expert (SME) of all the technical aspects related to the installation and support of Roche software applications. You will be supporting our customers directly in the preparation for their diagnostic testing platforms installation. You will collaborate closely with the IS Applications Specialists to provide seamless customer support. You are passionate about the healthcare environment and understand the importance of our IS solutions on the customer experience and patient care. With this you will strive to deliver timely, accurate, installation and configuration of software to meet customer needs. The optimization and sophistication of our diagnostic testing platforms relies heavily on our software applications today and will continue to increase into the future. You will get the chance to be a part of bringing these innovations to laboratories, clinicians and patients across Canada.

What you’ll do

  • Collaborate with the regional squad(s) to deliver on business priorities and key customer goals (retention, acquisitions, growth and experience)
  • You will translate customers objectives into the configuration of their software applications to enable the desired impact
  • Support the regional squad in key customer interactions as we prepare for installation of new systems (installation of software, interfaces - HL7, network solutions including security and back-up procedures
  • Develop the network/ security design and documentation required to proceed with systems installation
  • Coordinate and execute the Roche System/ Customer Interface Installation and Support
  • Through active listening you will capture the customers objectives and provide consultation that will allow them to meet these objectives
  • Collaborate with the Consulting & Transformation team on the installation of new instruments and the training of customers.
  • Communicate with the Customer Support Lead regularly to ensure that the IS infrastructure is in good working order and to assess greater opportunities for optimization or efficiency with our Roche software applications.
  • Collaborate with the Customer Support team to resolve systems issues

What you’ll need to be successful

  • Bachelor’s Degree in Computer Science preferred, Information Technology, Management Information Systems
  • 5 - 7 years of experience in hospital and/or laboratory setting is considered an asset
  • Experience in supporting clinical information systems and interfacing applications (HL7/ASTM)
  • Fluency with healthcare domain integration standards (e.g. ASTM, HL7, IHE, DICOM, HIPAA, ADT, etc.)
  • Technical skills within product groups; such as Microsoft Windows, Microsoft SQL, Microsoft IIS, Oracle, Apache
  • Fluency with file parsing (XML, XSLT, etc.)
  • Demonstrated understanding of Infrastructure virtualization, cloud technology, and IT security.
  • Strong at multi-tasking and managing multiple projects simultaneously
  • Excellent collaborator and systems thinker with a keen sense of problem solving
  • Strong interpersonal and relationship building skills
  • Customer centricity
  • Bilingualism required for roles support Quebec or New Brunswick
  • Ability to travel frequently 20% - 30%

En tant que spécialiste technique des solutions d'information, vous serez l'expert en la matière (SME) de tous les aspects techniques liés à l'installation et au soutien des applications logicielles Roche. Vous assisterez directement nos clients dans la préparation de l'installation de leurs plates-formes de tests de diagnostic. Vous collaborerez étroitement avec les spécialistes des applications SI pour fournir un soutien client transparent. Vous êtes passionné par l'environnement de la santé et comprenez l'importance de nos solutions d’information sur l'expérience client et la prise en charge des patients. Avec cela, vous vous efforcerez de fournir une installation et une configuration rapides et précises du logiciel pour répondre aux besoins des clients. L'optimisation et la sophistication de nos plates-formes de tests diagnostiques reposent fortement sur nos applications logicielles d'aujourd'hui et continueront d'augmenter à l'avenir. Vous aurez la chance de participer à la diffusion de ces innovations auprès des laboratoires, des cliniciens et des patients partout au Canada.

Ce que vous ferez

  • Collaborer avec les brigades régionales pour répondre aux priorités commerciales et aux objectifs clés des clients (rétention, acquisitions, croissance et expérience)
  • Traduire les objectifs des clients dans la configuration de leurs applications logicielles pour permettre l'impact souhaité
  • Soutenir la bridage régionale dans les interactions clés avec les clients alors que nous nous préparons à l'installation de nouveaux systèmes (installation de logiciels, interfaces - HL7, solutions réseau comprenant les procédures de sécurité et de sauvegarde
  • Développer la conception du réseau / sécurité et la documentation nécessaires pour procéder à l'installation des systèmes
  • Coordonner et exécuter l'installation et l'assistance du système Roche / de l'interface client
  • Grâce à l'écoute active, capter les objectifs des clients et leur fournir une consultation qui leur permettra d'atteindre ces objectifs
  • Collaborer avec l'équipe de Services conseils et transformation sur l'installation de nouveaux instruments et la formation des clients.
  • Communiquez régulièrement avec Responsable, assistance client pour vous assurer que l'infrastructure SI est en bon état de fonctionnement et pour évaluer de plus grandes opportunités d'optimisation ou d'efficacité avec nos applications logicielles Roche.
  • Collaborer avec l'équipe d’assistance client pour résoudre les problèmes de système

Ce dont vous aurez besoin pour réussir

  • Baccalauréat en informatique de préférence, technologie de l’information, systèmes d’information de gestion
  • De 5 à 7 ans d'expérience en milieu hospitalier et / ou en laboratoire sont considérés comme un atout
  • Expérience de la prise en charge des systèmes d'information clinique et des applications d'interfaçage (HL7 / ASTM)
  • Maîtrise des normes d'intégration du domaine de la santé (par exemple ASTM, HL7, IHE, DICOM, HIPAA, ADT, etc.)
  • Compétences techniques au sein des groupes de produits; tels que Microsoft Windows, Microsoft SQL, Microsoft IIS, Oracle, Apache
  • Maîtrise de l'analyse de fichiers (XML, XSLT, etc.)
  • Compréhension avérée de la virtualisation de l'infrastructure, de la technologie cloud et de la sécurité informatique.
  • Solide capacité à gérer plusieurs tâches et plusieurs projets simultanément
  • Excellent collaborateur et penseur de systèmes avec un sens aigu de la résolution de problèmes
  • Solides compétences interpersonnelles et de création de relations
  • Orientation client
  • Bilinguisme requis pour les rôles de soutien au Québec ou au Nouveau-Brunswick
  • Capacité à voyager fréquemment 20% - 30%

Job Level:

Individual contributor

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