Harris Computer Systems

  • Support Analyst Team Lead - Healthcare IT

    Job Location US-MA-Wakefield
    Posted Date 2 weeks ago(5/9/2018 1:08 PM)
    Job ID
    Client Support
    Supervisory Role
    Percent of Travel Required
  • Position Overview



    The Support Analyst Team Lead is responsible for providing client-focused issue management. The team lead will manage all service requests for a specific group of Picis clients to provide support for basic as well as more complex technical issues including customer service throughout the client lifecycle. The team lead will also be responsable for managing ongoing process improvment efforts, writing and analyzing operational reports for the group, and supporting the business Microsoft Dynamics CRM instance. 

    This position will allow you to gain broad-based yet unique knowledge of Healthcare IT applications, hospital workflows, process management, and the Healthcare IT market, while preparing you for an exciting career in a fast-paced, high-growth environment. The Client Solution Administrator position offers excellent growth potential, so if you're a smart, motivated team player who is eager to make a mark in the healthcare industry, we want to hear from you!


    This position will be based out of our Wakefield, MA office.

    Primary Functions

    • Serve as first stop for any support related questions from the L1 support team
    • Coordinate and run the weekly support team meetings
    • Manage the administrative functions in Dynamic CRM (account management, access, etc), as well as compiling and proposing system changes
    • Accountable for the adherence of assigned support analysts to the support center metrics
    • Attend and provide input for the weekly release planning and device driver meetings
    • Conduct bi-weekly 1 on 1 meetings with assigned support analysts
    • Manage the in-house testing environments
    • Provide performance review input for assigned support analysts
    • Coordinate and develop application cross-training for L1 support analysts
    • Ownership of all assigned client cases through resolution
    • Proactive client communications to ensure client satisfaction
    • Liaison between client and all Picis functional departments
    • Verification and troubleshooting of client reported information
    • Replication and documentation of software defects
    • Research and develop creative solutions to customer reported issues
    • Provide application expertise and technical issue resolution via phone, email or electronic ticket system
    • Configuration of customer software and hardware to allow Picis applications to function as desired
    • Responsible for analyzing and troubleshooting more complex technical issues
    • Maintain on-going knowledge of Picis applications and client environment
    • Participate in status calls with Client and Picis representatives, as needed
    • Provides feedback on training materials and needs of the team
    • Effectively multitask and manage priorities
    • Completes other projects and duties as assigned


    • 5+ Years in a client focused technical support environment, exposure to healthcare automation practices.
    • 2+ Years working experience with SSRS/SSIS report writing and data integration tools as well as enterprise report writing and metric tracking perferred
    • 2+ Years of Microsoft Dynamccs CRM administration experience, including experience working with workflows, SLA's, and entity builds perferred
    • Associates degree (AA) or equivalent from two-year college or technical school OR six months to one year related experience and/or training OR equivalent combination of education and experience.
    • Proficiency of Microsoft standard packages: Word, Excel, Outlook and Windows operating system at user level
    • Comprehensive knowledge of Windows Server and Workstation, SQL Server and Citrix
    • Understanding of network architecture and basic elements
    • Knowledge of remote connection methods, including SecureLink, VPN, RAS, PC Anywhere, Remote Desktop, VNC, etc.
    • VMwhere, Remote Desktop, VNC, etc.  
    • Ability to obtain VA clearance and visit VA facilities
    • Experience using Picis applictions is an asset

    Company Overview

    Picis is a global provider of innovative information solutions that enable rapid and sustained delivery of clinical, financial and operational results in the acute care areas of the hospital — the emergency department (ED), operating rooms (ORs), post-anesthesia care units (PACUs) and intensive care units (ICUs). Picis offers the most advanced suite of integrated products and services focused on these life-critical areas of the hospital where the patients are the most vulnerable, the care process is the most complex and an increasing majority of hospital costs and potential revenue are concentrated. Picis is a division of Harris Computer Systems. Learn more about us at http://www.picis.com/.

    Headquartered in Ottawa, Ontario, Harris Computer Systems (“Harris”) has been providing complete Customer Information System (CIS) and Financial Management solutions exclusively to public and municipal utilities for over 30 years. Our proven solutions are presently in use by over 3,000 customers across North America.

    As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investment in our proprietary software and market expertise combined with acquiring businesses that build upon or complement our offerings. Harris will continue to grow through reinvestment – both in the people and products that we offer and by acquiring new businesses. Harris is divided into multiple functional Business Units that are supported by a centralized Corporate Services group.

    Harris is an EEO/AA/Disability/Veteran employer.


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