United States onlyGC&E Federal is looking for an innovative Relationship Manager, who has at least five (5) years of consulting/support experience, with a strong technical understanding of IT systems (such as Registry Plus). As a relationship manager, your duties will include coordinating system trouble reports with software analysts, system and application developers, and functional database managers. Ensures an effective ticket reporting and action system.
Key Experience and Skills:
- Receive and resolve user requests with a single point of contact (Tier 1 and Tier 2 requests), defined as resolving issues on the first contact. User assistance requests that cannot be resolved for Tier 1 or Tier 2 technical support shall be escalated to Tier 3 and include a Subject Matter Expert or Developer as required based on the issue.
- Review, develop an appropriate response, and respond to electronic mail support requests within one business day.
- Organize requests submitted to the help desk and assign tickets appropriately categorized by application and special projects in the ticketing system for tracking. Perform helpdesk center capacity monitoring and planning, defined as monitoring and maintaining appropriate staffing levels for anticipated and planned call volumes.
- Maintain a publicly accessible website for helpdesk operations, recorded presentations, troubleshooting tips, news and announcements, application use reports, survey results, and frequently answered questions.
- Provide user support for configuration and administration of specialized technologies as identified by the NPCR.
- Develop and organize reference materials for help documentation based on national standards and application features described in user manuals with assistance from Subject Matter Experts.
- Resolve technical assistance requests for all Registry Plus applications, including but not limited to assistance with configuration issues, troubleshooting, and developing scripts (e.g., SQL, java, javascript etc.) to resolve database issues.
- Perform testing of application upgrades and other technical features and functions for Registry Plus applications before release to registries.
- Develop technical documentation and presentations to assist with registry upgrades and database management for posting on the public forum.
- Serve as the primary point of contact for registries migrating to Registry Plus products and coordinate the timeline and meeting schedule for migrations as the liaison between the central registry staff and Registry Plus team. Maintain migration documentation.
Minimum Requirements:
- Good customer service and problem-solving skills
- Experience with database management, SQL, Java, JavaScript, JSON, XML, HL7© v2.x messaging, HL7© CDA and HL7© FHIR© and cancer registry operations.
- Ability to multi-task in a fast-paced environment.
- Ability to prioritize requests based on level of need, depth of issue and number of people affected.
Required Experience:
- 5+ Years
- Preferred Education, Certifications, and Soft Skills/Experience:
- Working knowledge of the CDC National Program of Cancer Registries
- Strong team oral and written collaboration, skills, with the ability to effectively communicate with customers, business analysts, other developers, engineers, as well as other professional and scientific personnel
- Experienced in customer service
- Ability to work well under pressure
Physical Requirements:
Indoors in a normal office environment and/or partial to full work from home. May require extensive periods of sitting or standing. Frequent computer uses at workstation for several hours at a time. Frequently work at a fast pace with unscheduled interruptions.
