Senior Workforce Technology Support Engineer
What you will be doing:
The Senior Workforce Technical Support Engineer position is responsible for serving as a high level product expert to multiple internal Workforce Management Teams so they can realize optimal use of the Cost Management applications. specific to internal support services goals and to ensure technical goals and objectives are met. The Senior Workforce Technical Support Engineer is responsible for helping create and maintain various technical processes, data integrity (through data auditing and mapping reviews), interpreting and applying rules for data submission, troubleshooting software and user related issues through the defined incident tracking processes across ADO/SalesForce, performing user acceptance testing, granting user access to applications and act as user access SME, building custom reports across internal platforms, performing data pulls and maintaining/creating SQL queries, working with OA Development teams to resolve reported incidents and act as an SME for Upload and Exporting Specs/Data Models/Calculations/Member Report Utilization. Even though this position is designed to be internal facing, it may require contact and ongoing project management with external members.
Key Responsibilities
Project and Workflow Management – 80%
Can include any of the following but not limited to:
Develop and maintain a rapport with internal members to ensure member needs and expectations are met daily.
Change Request review of new SQL views, procedures and reports.
Subject matter expert in maintaining views, procedures, and reports using designated reporting tool and database engine.
Provides user acceptance testing for system fixes and product enhancements work to communicate findings to Workforce management staff.
Work with internal Workforce Management Teams to ensure an understanding of labor and expense benchmarking reports, productivity, and SupplyFocus reports. This includes understanding numerous calculated indicators.
Responsible for processing Benchmarking data submission on a timely basis.
Troubleshoot/research any reported problems that clients may have with the software provided by Premier by logging issues, working with the development team on issue resolution, and communicating back to the internal team members regarding status updates and issue resolution.
Review member data for accuracy, based on set definitions and reasonableness of the data.
Analyze operational data; troubleshoot errors and educate internal team members on running and understanding data error reports and processes for correction.
Resolve general data inconsistencies, rule interpretation for data submission, client dissatisfaction issues, software errors or network problems, etc
Communicate with other Premier Workforce Management team members on a regular basis via email and phone calls answering basic questions regarding the application, data, or reporting an issue. Provide written communication regarding deadlines, decisions, explanations of issues, etc. Conduct follow-up with clients to ensure accuracy and timeliness of data.
Management and workflow of General Ledger, Payroll System, and Fiscal Year or Data Element Conversions
Perform ad hoc duties in accordance with business needs.
Process Management – 10%
Can include any of the following but not limited to:
Oversight of team maintenance of standard report library, custom report database, and report development documentation.
Document product enhancements in user manuals and quick reference guides; ensure user manuals are updated with current information.
Track performance statistics by providing monthly or quarterly reports
Participate in and potentially lead process improvement project teams
Leadership & Team Building – 10%
Serve as a knowledge resource for other team members for clarification on issue resolution/escalation policies.
Work with team members and leads on cross-training applications within ITS Cost Management.
Provide training to team on data elements, reporting engine, and solutions to provide the highest level of customer support as is possible. Additional details
Required Qualifications
Work Experience:
Years of Applicable Experience - 4 or more years
Education:
High School Diploma or GED (Required)
Preferred Qualifications
Skills:
Experience:
Education:
#LI-DNI
Additional Job Requirements:
Remain in a stationary position for prolonged periods of time
Be adaptive and change priorities quickly; meet deadlines
Attention to detail
Operate computer programs and software
Ability to communicate effectively with audiences in person and in electronic formats.
Day-to-day contact with others (co-workers and/or the public)
Making independent decisions
Ability to work in a collaborative business environment in close quarters with peers and varying interruptions
Working Conditions: Remote
Travel Requirements: No travel required
Physical Demands: Sedentary: Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves remaining stationary most of the time. Jobs are sedentary if movement is required only occasionally, and all other sedentary criteria are met.
Premier’s compensation philosophy is to ensure that compensation is reasonable, equitable, and competitive in order to attract and retain talented and highly skilled employees. Premier’s internal salary range for this role is $64,000 - $118,000. Final salary is dependent upon several market factors including, but not limited to, departmental budgets, internal equity, education, unique skills/experience, and geographic location. Premier utilizes a wide-range salary structure to allow base salary flexibility within our ranges.
Employees also receive access to the following benefits:
- Health, dental, vision, life and disability insurance
- 401k retirement program
- Paid time off
- Participation in Premier’s employee incentive plans
- Tuition reimbursement and professional development opportunities
Premier at a glance:
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Ranked #1 on Charlotte’s Healthiest Employers list for 2019, 2020 and 2022, and 49th Healthiest Employer in America (2022)
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Named one of the World’s Most Ethical Companies® by Ethisphere® Institute for the 13th year in a row
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The only company to be recognized by KLAS twice for Overall Healthcare Management Consulting
Employees receive:
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Perks and discounts
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Access to on-site and online exercise classes
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Paid time off to volunteer in their communities
Premier is looking for smart, agile individuals like you to help us transform the healthcare industry. Here you will find critical thinkers who have the freedom to make an impact. Colleagues who share your thirst to learn more and do things better. Teammates committed to improving the health of a nation. See why incredible challenges require incredible people.
Premier is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to unlawful discrimination because of their age, race, color, religion, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity, gender expression, marital status, familial status, pregnancy status, genetic information, status as a victim of domestic violence, covered military or protected veteran status (e.g., status as a Vietnam Era veteran, disabled veteran, special disabled veteran, Armed Forces Serviced Medal veteran, recently separated veteran, or other protected veteran) disability, or any other applicable federal, state or local protected class, trait or status or that of persons with whom an applicant associates. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. In addition, as a federal contractor, Premier complies with government regulations, including affirmative action responsibilities, where they apply.
Premier also provides reasonable accommodations to qualified individuals with a disability or those who have a sincerely held religious belief. If you need assistance in the application process, please reply to
diversity_and_accommodations@premierinc.com
or contact Premier Recruiting at 704.816.5200.
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