Overview
Position Summary:
This position is responsible for the successful implementation of advanced Werfen digital solution(s) for new and existing Werfen customers in collaboration with the Applications implementation team. This includes but is not limited to completion of all required post sale technical implementation activities, ensuring the product application/solution functions to specifications. Ensures customer satisfaction during installation, validation, integration and go-live processes.
Responsibilities
Key Accountabilities
1. Collaborations with IT Solutions Architects, and/or stakeholders to implement customers’ functional and business requirements to ensure specifications are converted into flexible, scalable, and maintainable digital solutions and designs are in compliance with all regulatory policies, procedures and records.
2. Independently performs routine installation of digital solutions in agreed upon environment per established guidelines. This includes updates, PMs and product enhancements.
3. Coordinates activities to ensure project progresses on schedule while meeting all other specified project performance parameters related to software implementation.
4. Independently performs troubleshooting during the implementation to ensure digital solutions are fully functional and utilized as planned.
5. Understands gaps, proposes mitigation plans, and escalates as required to ensure complete customer satisfaction.
6. Provides advanced technical support and services via telephone, email, chat to external and internal customers. Infrequent on-premise client visits may be required.
7. Responsible for high quality technical documentation regarding customer setup and within internal knowledge base systems, and internal team procedures, technical training, etc.
8. Assures financial stability and viability of the territory by promoting and selling service agreements, PMs, and other services.
9. Participates in covering off-shift hours/weekends/holidays as required.
10. Other duties as assigned.
Networking/Key relationships
To be determined based on department needs, to include interactions such as:
11. Commercial Operations Organization | Implementation and Project Team
12. Product Line Support Manager | Clinical Software Support
Qualifications
Minimum Knowledge & Experience for the position:
13. Bachelor’s degree in Information Technology, Computer Science, or Engineering required or Health Care related degree with relevant experience in lieu of an IT related degree will be considered.
14. Minimum 3 years experience with Healthcare IT required: Server installation, Interface Engines, IT Security for healthcare environments, Connectivity, Databases or ADT/POCT Devices required.
15. 3 years equivalent Werfen product experience in lieu of software engineer experience acceptable
16. Project management experience desirable
Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.
Skills & Capabilities:
The ideal candidate for this position will exhibit the following skills and capabilities:
17. Comfortable communicating with and influencing customers, internal teams, and senior leadership
18. Ability to gather, analyze and articulate high-level business capabilities and requirements
19. Ability to work in a regulated environment
20. Demonstrated ability to solve complex technical challenges
21. Adaptability; ability to manage workload and competing priorities
22. Advanced knowledge of clinical/healthcare IT environments to include healthcare interface protocols, user authentication protocols and internal health care network considerations
23. Advanced knowledge of cybersecurity to include state of the art solutions to encrypt and secure data both in transfer and at rest, keeps current within industry trends and mitigation
24. Advanced level knowledge of Werfen IT Solutions portfolio applications to determine functionality meets customer needs
25. Language: Fluency in English required
Travel requirements:
26. Up to 15% travel.
The annual base salary range for this role is currently $, range to $, range. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.
This role is eligible for medical, dental, and vision insurance, k plan retirement benefits with an employer match, as well as paid vacation and sick leave. Our sales roles are eligible for participation in a commission plan and our management, and select professional roles, are eligible for a performance-based bonus.
If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.
Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact for assistance.
We operate directly in over 30 countries, and in more than territories through distributors. Annual revenue is approximately $2 billion and more than 7, employees around the world comprise our Werfen
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