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Process Analyst (Application Support)

India

Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

The Primary purpose of the MS Process Analyst Role is to assist MS Management and MS Support teams to improve the value of their services by focusing on creating business value and solving business issues through data analysis, development of Management Dashboards and Reporting, problem management and process improvement.

  • Experience of 2+ years in the below skills will be required
  • Collect and document business requirements for project and process improvement/automation efforts
  • Experience with processes relating to 24x7x365 Technical and Application Support teams (including Tier 1 and Tier 2 support processes, SLA’s, and OLA’s)
  • Facilitate process workflow modeling in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases
  • Performs quality review of process deliverables and identifies where rework or remediation is necessary
  • Ability to read and understand signed customer contracts, and develop repository for contract documents and defined service levels.
  • Work directly with reporting team to compile strategic and support dashboards to understand ticket trends and proactively identify issues for FCR or Problem Management initiatives.
  • Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting agreed-upon service levels
  • Strong ability to collaborate with individual contributors to define business process issues, analyze operational efficiencies, implement  creative solutions, and measure delivery results.
  • Support the QMS Team or other Management by providing project management control on key initiatives, usually pertaining to managing and delivering  internal process improvement.
  • Ensure adherence to the Managed Services Best Practices and the ISO 9001:2015 standard
  • Keep team apprised via project plans, meetings and discussion minutes of tasks identified, tasks to be completed, and work not completed.      
  • Communicates effectively with all parties related to assigned process area
  • May serve as Tier 1 MS Service Desk analyst during times of high volume and/or disaster recovery as needed by SD management, with direct external customer communication.

Skills/Certifications (Preferred)

  • Excellent in Spoken and written English, preferably with experience in dealing with US/UK managers and/or customers
  • Microsoft Office Suite, with advance Excel skills.  Including solid working knowledge of SharePoint and Teams documentation and collaboration. 
  • Hands on experience with CRM tools like Service Now/Remedy et al.
  • Knowledge of Power BI Reporting capabilities (multi-perspective view into a dataset, with visuals that represent different findings and insights from that dataset)
  • Process workflow modeling software such as Vizio
  • Project Management Methodologies (PMP, CAPM – Certified Associate in Project Management, PgMP)
  • ISO 9001 and standards for a QMS
  • Knowledge of ITIL framework, especially Incident Management, Problem Management and Continual Service Improvement.

 

________JD ENDS_________

 

Note: General language for role level around years of experience, travel, shift schedule, work location (assuming Pune), etc. 

  • Normally working in US shifts with fixed Sat-Sun weekly offs, however some weekly adjustments may be needed based on business needs.

 

 

 Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by local law.

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at:

HR.Recruiting@AlteraHealth.com

 

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