Cincinnati, OH
Sr. Support Engineer, Access360
Thank you for considering a career at Bon Secours Mercy Health!
Primary Function/General Purpose of Position
Sr. Support Engineer will be responsible for triage of incidents and requests, execution of level 1 and level 2 support, and fulfillment of proper escalation of any support items above level 2 into the workstream of the appropriate application engineering team. This involves the monitoring of support queues in Compass, a technical understanding of the Access 360 application environment and its features/functionality, and organizational understanding of the Access 360 teams for the purposes of escalations for support beyond level 2. This position will require strong written and verbal communication skills to be able to interact with both end users and the engineering teams developing the Access 360 product. Some after-hours on-call support will be required.
Essential Job Functions
Technical Skills Required:
Required Minimum Education:
Associates
Preferred Education:
Bachelors
Licensure/Certification Preferred:
Salesforce Administrator
#BSMHIT
Bon Secours Mercy Health is an equal opportunity employer.
We'll also reward your hard work with:
Scheduled Weekly Hours:
40
Work Shift:
Days
Department:
SS I&T - Digital Solutions
All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health - Youngstown, Ohio or Bon Secours - Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at - provided by Dice
Primary Function/General Purpose of Position
Sr. Support Engineer will be responsible for triage of incidents and requests, execution of level 1 and level 2 support, and fulfillment of proper escalation of any support items above level 2 into the workstream of the appropriate application engineering team. This involves the monitoring of support queues in Compass, a technical understanding of the Access 360 application environment and its features/functionality, and organizational understanding of the Access 360 teams for the purposes of escalations for support beyond level 2. This position will require strong written and verbal communication skills to be able to interact with both end users and the engineering teams developing the Access 360 product. Some after-hours on-call support will be required.
Essential Job Functions
- Triage and root cause analysis of incoming support items via ticket system.
- Resolution of level 1 and level 2 support incidents related to applications in the Access 360 environment.
- Support escalation to defect process for support items requiring dev/engineering changes (level 3).
- Reporting and analytics
- Make recommendations regarding process improvement
Technical Skills Required:
- Scripting/Coding
- Salesforce
- CRM Support
- Experience in an Agile Development environment
Required Minimum Education:
Associates
Preferred Education:
Bachelors
Licensure/Certification Preferred:
Salesforce Administrator
#BSMHIT
Bon Secours Mercy Health is an equal opportunity employer.
We'll also reward your hard work with:
- Comprehensive, affordable medical, dental and vision plans
- Prescription drug coverage
- Flexible spending accounts
- Life insurance w/AD&D
- An employer-matched 403(b) for those who qualify
- Paid time off
- Educational Assistance
- And much more
Scheduled Weekly Hours:
40
Work Shift:
Days
Department:
SS I&T - Digital Solutions
All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health - Youngstown, Ohio or Bon Secours - Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at - provided by Dice
Recommended Skills
- Agile Methodology
- Business Process Improvement
- Communication
- Customer Relationship Management
- Data Analysis
- Issue Tracking Systems
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