Technical Support Advisor - Randstad USA

Enterprise Healthcare client has an immediate opening for a highly motivated Technical Support Advisor to join their dynamic and growing team. All qualified candidates are encouraged to apply!

Empower resources involved in the Problem Management by removing roadblocks and engaging management to facilitate completion of tasks.

 
location: Saint Louis, Missouri
job type: Contract
salary: $43.95 - 53.95 per hour
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:

This role will have exposure to senior management, technical SMEs, and the authority to escalate requests to reduce risk as quickly as possible.

This role includes direct oversight of critical problems (i.e. problems related to critical managed incidents) in the Problem Management Process including determination and completion of tasks including but not limited to related root cause identification, root cause elimination, monitoring and alerting, escalation, and testing, to ensure there are no repeat incidents.

• Empower resources involved in the Problem Management by removing roadblocks and engaging management to facilitate completion of tasks.

• Assisting with appointing and identifying resources to complete Problem tickets and managing the resources assigned to the Problem Management process.

• Identify and drive short term stability activity to reduce risk of recurrence.

• Have a passion for problem solving - relentlessly driving to root cause on complex issues.

• Liaise with all problem resolution groups to ensure swift resolution of problems within service level targets

• Liaise with suppliers, contractors, etc. to ensure that third parties fulfill their contractual obligations with regards to resolving problems and providing problem-related information and data

• Arrange, run, document, and coordinate all follow-up activities relating to major problem reviews

• Establishing rapport and close collaborative relationship with the service managers and production support leads, and have high level familiarity with the applications and services.

• Comfort with interfacing with senior management level, including presenting critical problems at daily and weekly review with senior management.

• Ensuring data accuracy and currency for Problem tickets. Develop deep understanding of the data including trends and themes. Provide recommendations on actions to address identified themes.

• Facilitation skills to enable quicker root cause identification and elimination by the resources involved in the Problem Management process.

• Excellent influencing and negotiation skills to lead matrixed teams.

• Ability to exhibit technical agility and ability in their related areas of support.

• Ability to exhibit organizational agility and acuity to assist with the completion of problem tasks and handling any escalations as necessary

• Experience level: Manager
• Education: Bachelors