Technical Product Support Specialist

Mindfore Technologies; Tallahassee (FL); On-site; USD 65,000 - 85,000; Full time

Job summary

Mindfore Technologies is seeking a Technical Product Support Specialist in Tallahassee, FL, who will perform key responsibilities such as validating business requirements and providing technical support for the Department's systems. Candidates should have a strong background in business process analysis and customer technical support, as well as experience with application development on EHR products.

This role is essential to ensure smooth communication between stakeholders and development teams while preparing necessary documentation for end users.

Qualifications

• Minimum of five years in business process analysis on an agile team.
• Five years of customer technical support experience.
• Two years in application development on a Certified EHR product.
• Five years in software testing and documentation.
• Five years producing business or technical documentation.

Responsibilities

• Participate in JAD sessions to represent business stakeholders.
• Validate requirements against business processes.
• Verify software against requirements through UAT.
• Document opportunities for workflow improvements.
• Prepare end user documentation for training.
• Provide daily support for the Department's HMS and systems.
• Communicate issues and updates with Department staff.
• Complete required training and verification.

Skills

Business process analysis

Technical support

Application development (EHR)

Software testing

Technical documentation

Tools

Microsoft Office

Job description

Job Title: Technical Product Support Specialist

Location: Tallahassee, FL - Onsite

Contractor Qualifications And Experience

• Contractor staff assigned to this agreement must possess the following minimum qualifications and experience:
• Five years of documented experience performing business process analysis on an agile software development team.
• Five years of documented customer technical support experience.
• Two years of documented experience performing application development on a Certified Electronic Health Record (EHR) product.
• Five years of documented experience performing the software testing function that includes executing software tests, documentation of defects and writing test cases and scripts.
• Five years of documented experience producing business or technical documentation related to technical specifications, requirements traceability matrices, application interface design, business process analysis and data flow diagrams.

Contractor Responsibilities

Service Tasks

• Participate in Joint Application Design (JAD) sessions with development teams to represent the interests of business stakeholders as directed by the Department. Participation includes providing accurate answers to questions regarding intended software functionality.
• Perform validation of documented business requirements against business processes as directed by the Department.
• Perform verification of developed software against business requirements and technical specifications as directed by the Department through User Acceptance Testing (UAT).
• Identify, document, and submit opportunities for improving the efficiency of workflows represented within the software and increasing ease as software enhancements as directed by the Department. Identified opportunities must be documented using Microsoft Office and the Department's change and configuration management system.
• Prepare and submit end user documentation using Microsoft Office software as directed by the Department for training and assistance including release documentation, process flows, and help screens.
• Provide support daily for the Department's HMS, related systems, and downstream consumers of Department data as directed by the Department. Support requires providing answers to inquiries via email and phone, researching user inquiries, documentation of software issues in the Department's change and configuration management system and logging the user interaction in the customer ticketing system.
• Communicate current issues, enhancements, and other information through email, telephone or face-to-face with Department staff as directed by the Department.
• Complete job required training as directed by the Department. Completion verification may include certificates, sign-in sheets, or verification via the Department's Learning Management System.