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Solutions Analyst – Technical Integration
| Company | PointClickCare |
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| Location | Mississauga, ON, Canada |
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| Salary | $55000 – $62000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Junior |
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Requirements
- Post-secondary education preferably in Information Technology or related field, with 1-2 years of SaaS support experience
- Aptitude for data analysis and interpretation or Quality Assurance experience
- Experience supporting API’s, Oauth, OpenID, SOAP, REST, JavaScript, SQL, HL7 and XML
- Demonstrated ability to multi-task, prioritize, and manage customer expectations in an extremely fast paced and high demand environment
- Strong communication, relationship management, problem solving and documentation skills with attention to detail
- 1 -2 years RDBMS experience, preference for SQL Server
Responsibilities
- Develop an in-depth understanding of the product and processes to identify trends impacting functionality, availability, capacity, user satisfaction and infrastructure performance
- Troubleshoot and resolve complex technical and integration related issues over the phone or through other electronic interactions
- Work cross-functionally in an effective and professional manner with other departments to manage escalations, communicate root cause, solution and resolve cases and issues
- Document user problems as per SOP, to proactively contribute to the investigation of defects and other issues to prevent re-occurrence
- Stay abreast of new features, tools and functionalities to maintain product expertise and assist with upskilling of support peers
- Be available to work between the hours of 8am to 8pm EST weekdays, occasional weekends, and on-call as required
- Coordinate and execute internal and external meetings to resolve problems
- Contributing to and helping maintain knowledge base tool
Preferred Qualifications
- Experience with AppDynamics, Rhapsody Integration Engine, Laboratory/Radiology/Pharmacy Management Systems is a plus
- Experience with performance monitoring technologies and diagnostic tools
- Experience with Cloud infrastructure or scalable, high performance web applications
- Prior experience using New Relic, DataDog, Sales Force/Service Cloud, Right Answers and PointClickCare is an asset
- Experience with Sales Force/Service Cloud, Confluence
- Experience with PointClickCare Application systems. (Preferred not required)
- Experience with Knowledge-Centre Support (KCS)
- ITIL principles a plus
