Sr. Application & Technical Support Specialist (Mainframe)
Company
Strata Decision Technology
Location
Chicago, IL
Type
Full Time
Job Description
How you’ll make an impact:
As a Sr. Application & Technical Support Specialist (Mainframe), you will be providing technical guidance and support to our customers for our products: Sunrise Decision Support and EPSi. To be successful in this role, you should be highly motivated and enjoy finding creative solutions to challenging problems. The responsibilities of this role include:
- Primary technical support for IBM mainframe environments with Model 204 and Sunrise Decision Support.
- Secondary support for Microsoft SQL Server environments using EPSi.
- Assist with Sunrise Decision Support development, including defect repairs, report development, and database maintenance.
- On-call duties (M/F 8pm-8am and weekends) on a 6-week rotation.
- Manage multiple deadlines in high-visibility production environments.
- Lead a team in providing exceptional customer support, building strong relationships, and driving initiatives to improve satisfaction and retention.
- Analyze feedback for product improvements, handle conflicts diplomatically, and utilize CRM systems for effective issue management.
- Troubleshoot and resolve advanced technical issues, serving as an escalation point for complex client problems, and guiding team members.
- Prioritize and manage cases per SOP and SLA guidelines, maintaining accurate customer records, and ensuring HIPAA compliance.
- Develop and deliver training, mentor junior staff, and collaborate with cross-functional teams to improve product support and reliability.
What we’re looking for:
- 4+ years of experience with healthcare products in technical support, development, or consultancy.
- Experience with IBM z/OS, JCL, JES, TSO, SDSF, ISPF, RACF, TopSecret, REXX.
- Experience with Model 204 (v7.6 or higher).
- Knowledge of SDLC methodologies and M204 application design and troubleshooting.
- Experience with Windows, SQL Server, SSAS, SSRS, and SQL scripting.
- Proficient in Microsoft technologies (Office 365) and other technical solutions.
- Experience in resolving technical issues and managing multiple projects.
- Preferred experience with Financial/Decision Support applications.
- Proficiency with Tableau or similar data visualization tools preferred.
- Experience with EPSi is a huge plus
How we work:
The preferred location for this role is in Chicago, IL or St. Louis, MO. We value our people spending time together and have campuses hosting in-person events located in both cities. We are truly a hybrid environment with all team members experiencing the flexibility to work from home.Â
Thinking about applying? Â
Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If you’re currently reading this and hesitating to click “Apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.
Should you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please reach out to [email protected].Â
Here @ Strata…Â
Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our customers, our products, our company, and our community. Â
We believe that each of our team member’s unique perspectives and experiences is what drives innovation and positive change. Our individual differences are what make us a more forward-thinking organization. We foster a culture of inclusion, equity and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity or national origin. Â
Our Core Values:
While we celebrate what makes each member of our team unique, our core values are what connect us. They set clear expectations for how we approach our work and how each of us can positively influence the experience of our team and our customers.
- Connect with positive intent.
- Be helpful.
- Own it.
- Get better every day.
- Stay humble.
Strata is committed to fair and equitable compensation practices. Full-time roles are eligible for an annual bonus based on both individual and company performance. Find out more about Strata benefits here. Â
Date Posted
07/26/2024
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