Technical Solution Analyst 2 is a contractually committed premium support role within the OGHIU organization. This role will support clients on critical patient safety issues and financial revenue. This is a New Hire role at the Professional 1 job level with the BLR Tier II/Tier III team as part of the Application Management Services (AMS) business group. This team provides Millennium and Soarian Solutions support on a 24x7x365 basis to clients in Asia Pacific, Australia, and the US and is crucial to Oracle Cerner’s global delivery since it oversees both incident management and change management. The clients record service requests for data extracts, application/functionality concerns, and analyses of certain data instances.

According to contractual obligations, each request has a “Service Level Agreement” that needs to be met to the tune of 95%, or else we need to pay the penalty specified specifically for each client in the contract with Oracle Cerner. Every support associate responds to client-submitted tickets that affect revenue. Hence, the job of support associates is considered billable work. Abu Dhabi Health Services Company PJSC, King Faisal Specialist Hospital & Research, Qatar’s Hamad Medical Corporation, and others are some of the clients.

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Follow up with customers to ensure their technical issues are resolved