Support Operations Analyst

How you'll make an impact:As a Support Analyst, you will have the opportunity to provide strategic technical guidance to both our clients and Strata's staff. You will gain a deep understanding on a variety of cutting-edge technologies and acquire a deep understanding of Strata's software and system architectures. In addition, you will collaborate with our engineering, client services, and quality assurance teams to ensure that the product is aligned with client needs and meets Strata's high quality of standards. In this role you will:

• Quickly and accurately resolves client issues related to their user desktops
• Performs Help Desk Triage role for all incoming client support cases that originate from a telephone call or from our CRM tool – Salesforce - via Support Center or Support Portal.
• Assist clients with Support Center (StrataJazz®) or Support Portal (EPSi) set up and any potential errors or issues.
• Assist clients with all SFTP issues related to input files to the StrataJazz® platform
• Assist clients with any sign-on or access issues including LDAP
• Add IP addresses to be safe listed
• Use SQL to run basic queries for troubleshooting purposes
• Handle communication with the client from the point that an issue is assigned until the issue is resolved
• Document all client communication and all changes or updates made to client databases
• Work directly with mentors on skill development to build towards independence
• Effectively use time-management skills to juggle job duties while monitoring and triaging incoming cases
• Know when to escalate to the next tier level of support
• Collaborate closely with team members while fostering a respectful and secure team environment

How we work:We have the flexibility to support hybrid work - our campuses are located in Chicago, IL and St. Louis, MO. Regardless of location, you'll have the chance to visit our Chicago headquarters throughout the year!What we're looking for:

• Professional and/or academic background in desktop or IT support
• Professional and/or academic background with web-based applications
• Product experience OR relevant work with healthcare products in technical support, development, or a consultancy environment
• Excellent problem solving, analytical, and communication skills
• Strong self-motivation, and the ability to work effectively with limited guidance when necessary

Thinking about applying?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].Here @ Strata…We are committed to our mission to help heal healthcare. Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our clients, our products, our company, and our community. 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. Our values:We are guided by a set of principles called the StrataWay. These values keep us honest and ensure that we are always representing ourselves and our organization as best we can. They are at the core of who we are and how we support one another.

• Serve: We partner with our clients to provide quality solutions that will make their lives easier. We extend service to our community to drive purposeful change.
• Pro: We show up every day as the best version of ourselves. We treat others as we would want to be treated (and then some). We commit to getting better every day in everything that we do, upholding the highest level of integrity even in the face of challenges.
• Rock: Our work makes a meaningful impact, no matter what role we play on the team. We are open and receptive to new ways of doing things, always innovating, and never becoming complacent.
• Grow: We are life-long learners and embrace change that will help us grow professionally and personally. We embrace a culture of feedback and acknowledge that progress is more important than perfection.

Our Impact:Strata Decision Technology provides an innovative set of software and service solutions to help healthcare providers better analyze, plan, and perform in support of caring for their community and reducing the cost of care. Our client base includes over 2,000 hospitals and over 400 healthcare delivery systems which equates to 50% of US healthcare. Founded in 1996, our mission is to Help Heal Healthcare™. For more information, please go to www.stratadecision.com.Strata is committed to fair and equitable compensation practices. This role is eligible for bonus based on both individual and company performance. Find out more about Strata benefits here.