General Summary
Responsible for providing tier 3 application and environment support for production and pre-production environments for GHX products.
Will work closely with internal GHX teams and resources to rapidly and effectively address customer issues.
Job Description
PRINCIPAL DUTIES AND RESPONSIBILITIES:
· Efficiently resolves customer issues with a high degree of professionalism, courtesy and friendliness.
· Strives to understand the needs and use cases of our customers.
· Acts as escalation point for technical issues that occur within Customer Support.
· Triages, recreates and debugs customer issues.
· Escalates issues to development and/or aide in technical resolutions as appropriate.
· Develops customer support processes to assist the support team as we grow.
· Contributes to application design, and implementations to ensure architecture meets 99.9% uptime goal.
· Participates in maintenance, operations acceptance testing and / or release activities.
· Interacts with cross-functional product development and marketing teams to ensure customer feedback is evaluated and integrated back into our product roadmap.
· Provides application performance tuning and debugging.
REQUIRED SKILLS (Must have a subset of the following):
· JBoss Application Server Administration.
· Tomcat Application Server Administration.
· WebLogic Application Server Administration.
· WebMethods Server Administration.
· IIS Application Server Administration.
· Apache Web Server Administration.
· Informatica Application Server Administration.
· Business Objects Application Server Administration.
· Working knowledge of Unix / Linux command line environment.
· Working knowledge of Unix / Linux shell scripting.
PREFERRED SKILLS:
· Thread Dump analysis experience
· JVM tuning experience
· Solaris Administrator certification
· CCNA
· MSCE
· Oracle Administrator certification
· EDI (ANSI/X12) and XML knowledge
· Veritas Cluster Manager
· JVM monitoring tools (jvmstat, etc.)
· Network monitoring (snoop, NetMon)
· AS2 (Isoft Commerce Suite)
REQUIRED QUALIFICATIONS:
· Bachelor’s degree software engineering, computer science or in a related discipline, or combination of education and related experience.
· Must be able to work from own initiative, learn quickly, and function effectively with team members in a high pressure environment.
· Must possess effective listening, verbal and written communication skills.
· J2EE or .Net application production/customer support experience.
· Ability to work in a fast paced and dynamic team environment.
· History of delivering high-quality support with an emphasis on customer service.
· Experience with task automation.
· Experience with environment monitoring tools (ProActiveNet or SiteScope).
· Previous production on-call experience.
· Must be able to occasionally work a varied schedule to ensure the team provides 24/7/365 support to customers.
· Ability to seek alternative sources of information.
GHX provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. GHX complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
GHX expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.
About GHX
Our mission is to make healthcare more efficient.
GHX delivers software and services that enhance the business performance of healthcare companies around the globe. Using GHX, companies improve business processes, automate supply chain systems and work together in a collaborative electronic environment to solve more of healthcare's challenges. At the core of all GHX services is our Internet-based trading exchange, which is open to and owned by representatives from all members of the healthcare supply chain including providers, suppliers, distributors and group purchasing organizations (GPOs).
In the last five years, GHX has saved the healthcare industry over 1.3 billion dollars. GHX brings better fiscal health to healthcare organizations worldwide.
