Associate Business Analyst supporting Agile teams to translate business needs into technical goals for Fidelity's retirement services. Collaborating with cross - functional teams and proactive problem - solving focus.
About the role
- Solution Analyst providing customer support and technical assistance for cloud-based healthcare applications. Collaborating with teams to troubleshoot issues and enhance user experience in clinical settings.
Responsibilities
- Provide empathetic, high-quality support to clients managing, configuring, and using our clinical applications.
- Develop deep expertise in our cloud-based software to support clinical workflows and patient care in long-term care settings.
- Troubleshoot technical issues through log analysis, research, and problem recreation.
- Collaborate cross-functionally to ensure customer satisfaction and timely issue resolution.
- Leverage and contribute to the internal knowledge base to improve support efficiency.
- Consistently meet or exceed service delivery standards and key performance indicators (KPIs).
- Accurately document customer interactions, investigative steps, and resolutions using our help desk ticketing system.
- Be available to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required.
Requirements
- LTHC Industry and PCC Platform Experience (Preferred not required)
- Previous work experience in Nursing, Skilled Nursing, Home and Hospice (RN, CNA, LPN, Preferred not required)
- Degree, or Post-Secondary Education in HealthCare, Business Administrations, Information Technology (Preferred not required)
- Strong understanding of clinical workflows and business processes in long-term care or medical facilities.
- Demonstrated problem-solving skills and ability to manage customer expectations.
- Excellent written and verbal communication skills.
- Comfortable in fast-paced, high-demand environments.
- Quick learner with strong technical aptitude.
- Detail-oriented, analytical, patient, and an active listener.
- High level of customer focus and empathy.
- Experience collaborating with cross-functional technical teams.
- Experience supporting and troubleshooting web-based SaaS applications.
- Familiarity with diagnostic tools used to resolve customer issues.
- Prior experience with PointClickCare modules (e.g., UDAs, MDS, POC).
- Experience leveraging AI tools and assistants (e.g., MS Co-Pilot, ChatGPT)
- Experience using Salesforce/Service Cloud or similar support platforms.
- Previous work experience in Clinical Administration or HealthTech (preferred but not required).
- Proven background in SaaS customer and technical support environments.
- Experience with Kibana and AppDynamics (preferred but not required).
Benefits
- Benefits starting from Day 1!
- Retirement Plan Matching
- Flexible Paid Time Off
- Wellness Support Programs and Resources
- Parental & Caregiver Leaves
- Fertility & Adoption Support
- Continuous Development Support Program
- Employee Assistance Program
- Allyship and Inclusion Communities
- Employee Recognition … and more!
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