Implementation Support Analyst

The Implementation Support Analyst provides an investigative service for internal teams to facilitate complex customer data implementations. Conducts analysis of customer data sets to ensure adequate implementation of purchased Craneware solutions.

You Will Be

• Primary focus on understanding customer data sets and ensuring the best possible integration with Craneware applications.


• Responsible for escalating issues arising from customer data analysis and liaising with delivery teams to reach satisfactory resolution of issue.


• Assisting the SSR team with guidance and investigation of issues as appropriate to assist with improving individual SSR knowledge where relating to complex customer data.


• Utilizing experience and domain knowledge to support key customers who require additional support, due to size of organisation or complexity of infrastructure, to provide an exceptional level of service and issue resolution.


• Responsible for liaising with delivery teams during sprints to identify areas where Client Services need to review and update processes/procedures and necessary documentation as a result of product changes.


• Responsible for communicating key product data process changes as part of updates to SSRs in order to ensure a good understanding of the changes.


• Obtaining feedback from customers, and act as a communication channel to the delivery teams in order to ascertain best proposed solution.


• The liaise with SSR Trainer to provide information about upcoming releases and changes to key processes in order to keep the training documentation up to date.


• Responsible for monitoring daily customer file uploads to handle any issues promptly and address/escalate as appropriate.


• Identifying patterns of customer issues over a sustained period of time to determine root cause analysis of repeated problems.


• Assisting with tasks to complete internal department/cross-departmental projects.
  
  Minimum of 2 years Craneware product experience.


• Educated to degree level (relevant degree e.g. computer science, programming) with at least 1 years technical experience or 3 years technical experience in a support role.


• Minimum of 2 years customer service experience.


• Total - 3 years support role experience, at least 2 years of which are at Craneware


• Comprehensive knowledge of Craneware's gateway products


• Basic programming skills to assist with creation of batch scripts and resolution of issues


• Basic T-SQL knowledge to provide suitable solutions and troubleshoot scripts


• Exceptional Problem Solving skills


• Expert Customer Service skills


• Excellent Oral and Written Communication skills


• Experience with Data Analysis


• Strong Teamwork skills


• Exhibits high quality of work


• Dependable


• Shows Initiative Mobile Device Management


• Server Virtualisation technologies


• Storage Area Networks and Network Attached Storage


• Microsoft Skype for Business
  
  Let's transform the business of healthcare! At The Craneware Group, we are dedicated to empowering our customers with industry-defining insights that pave the way for a brighter future.


If you are an energetic, forward-thinking individual with a passion for innovation, we invite you to join our thriving team of more than 750 dedicated professionals. Together, we'll fuel the expansion of our SaaS platform and develop cutting-edge applications that redefine the healthcare landscape.

The Craneware Group supports a flexible work environment as well as a collaborative and teamwork focused atmosphere. Employees will be expected to work a hybrid working arrangement spending 40% of their time per month in the Tanfield office - approx 2 days per week.