Associate Support Engineer (Change Management, Collaboration)
Archer
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Benefits offered by this job
Job summary
Archer, in collaboration with Oracle, seeks a detail‑oriented professional to implement and configure changes within Cerner solutions per client requirements. You will manage the full change lifecycle from analysis to deployment, ensuring solutions stay aligned with business needs and standards.
You will serve as a point of contact for customers, provide technical support for Oracle products, and document resolutions to support knowledge sharing and continuous improvement.
Qualifications
- Experience implementing and configuring Cerner solutions based on client requirements.
- Ability to manage the full change lifecycle: analysis, configuration, testing, deployment, and post‑implementation support.
- Familiarity with ITIL‑based change management processes and documentation practices.
Responsibilities
- Serve as the primary contact for customers and internal teams, handling inquiries and coordinating resolutions.
- Provide technical support for Oracle products, researching and resolving routine issues with guidance as needed.
- Document resolutions and create knowledge base articles to improve future support.
Skills
Tools
Job description
Archer is collaborating with Oracle to connect them with exceptional professionals for this role.
A detail-oriented professional responsible for implementing and configuring changes within Cerner solutions based on client requirements and established best practices. This role manages the full change lifecycle, including requirement analysis, configuration, testing, validation, deployment, and post-implementation support. The individual collaborates with clients, solution architects, and stakeholders to ensure solutions are accurately configured, compliant with standards, and aligned with business needs. They also investigate configuration-related issues, provide troubleshooting support, maintain documentation, and contribute to process improvements, standardization efforts, and continuous optimization of workflows and system reliability.
Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving simple issues encountered with assigned Oracle product(s). Coordinates with more experienced peers to report and support the resolution of routine design, reliability, and maintenance issues. Maintains service request and/or product documentation and learns to create Knowledge Base articles and/or troubleshooting guides for resolving issues. Provides assistance to internal teams and stakeholders on diverse customer situations and technical issues. Learns to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues and begins to identify potential enhancements to existing support processes, workflows, guidelines, and best practices.
- Serves as a point of contact for customers and facilitates customer relationship building, fielding inquiries via phone, electronic, or in-person means.
- Provides technical support to customers by answering technical questions, troubleshooting and resolving simple issues related to assigned Oracle product(s).
- Leverages basic understanding of problem resolution, which may include fix delivery and product certification to research, re-create, and test technical issues for assigned product area(s) reported by customers to identify a resolution, with minimal guidance.
- Follows up with customer on service request(s) to communicate resolution and ensure all issues are resolved, escalating complex customer technical issues to appropriate technical teams for resolution, as needed.
- Coordinates with more experienced peers to report design, reliability, and maintenance problems or bugs, supporting resolution of routine issues through roll-up.
- Follows up with customer on service request(s) to communicate resolution and ensure all issues are resolved, escalating complex customer technical issues to appropriate technical teams for resolution, as needed.
- Coordinates with more experienced peers to report design, reliability, and maintenance problems or bugs, supporting resolution of routine issues through roll-up.
- Documents activities on service request and/or product documentation, learning to leverage troubleshooting guides and/or Knowledge Base articles, through resolution.
- Learns to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.
- Begins to develop a deeper understanding of assigned Oracle product ecosystem(s) and customer environment(s).
- Provides assistance to internal teams and stakeholders on diverse customer situations and technical issues.
- Learns to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.
- Begins to identify potential enhancements to existing support processes, workflows, guidelines, and best practices, based on customer feedback and/or operational insights.
- Monitors and executes own support service performance metrics, with some guidance.
- Analyze and investigate configuration-related issues reported by clients or stakeholders.
- Identify root causes and apply corrective changes without impacting other solutions or workflows.
- Document resolutions and improvements for future reference.
- Provide clear status updates to clients, managers, and internal teams.
- Communicate risks, delays, scope changes, or dependencies proactively.
- Translate technical configurations into understandable explanations for non-technical stakeholders.
- Ensure all changes adhere to organizational guidelines, quality standards, and SLAs.
- Update configuration tracking tools, change logs, and documentation.
- Maintain audit readiness and follow ITIL-based change management processes.
- Provides translation oral and verbal services for technical and non-technical inquiries for products and services, with guidance.
- Provides translation oral and verbal services for technical and non-technical inquiries for products and services, with guidance.
- Implement and configure changes in Cerner solutions based on client requirements and standardized build practices.
- Manage end-to-end change lifecycle: request intake, analysis, scoping, build, testing, validation, and deployment.
Ensure builds follow established configuration guidelines and maintain consistency across environments.
- Work with clients, solution architects, and internal teams to understand business requirements.
- Estimate work effort, clearly define scope, and document configuration details for each change request.
- Identify dependencies and integration points across interconnected modules or solutions.
- Conduct unit, functional, and integration testing for all changes made.
- Validate system behavior, troubleshoot issues, and make adjustments as needed.
- Completes assigned tasks and monitors timelines to ensure timely completion of work in accordance with project requirements, with supervision. Follows direction to prioritize work and adjust to shifts in resources or timelines.
- Collaborates with team members to better understand expectations and contribute to shared objectives. Builds basic understanding of business, stakeholder, and/or customer needs with guidance.
- Follows standard procedures to identify and elevate issues to senior team members. Collects and reviews basic data and/or information to troubleshoot common errors.
- Builds knowledge and learns new skills and/or tools aligned with industry trends and best practices as directed. Incorporates feedback and participates in training to improve skills.
- Begins to identify ways to increase the efficiency and effectiveness of processes, protocols, and workflows with guidance.
Disclaimer:
Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from $21.30 to $45.05 per hour; from: $44,300 to $93,700 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
- Medical, dental, and vision insurance, including expert medical opinion
- Short term disability and long term disability
- Life insurance and AD&DD
- Supplemental life insurance (Employee/Spouse/Child)
- Health care and dependent care Flexible Spending Accounts
- Pre-tax commuter and parking benefits
- 401(k) Savings and Investment Plan with company match
- Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
- 11 paid holidays
- Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
- Paid parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal
- Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Career Level - IC1
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