Responsibilities:

• Provide daily ongoing Tier 2 subject matter expertise to clients with MS GP 2016, 2018, BSSI HFM and Logibec MMS through the Footprint ticketing system or other mechanism
  
• Prioritize regularly scheduled support activities along with urgent, often unscheduled support requests with a high level of responsiveness and time sensitivity
  
• Liaison between users and other team members including Database Administrators (DBA's), System Administrators, Network Administrators, Privacy and Security Specialists, and Software Subject Matter Experts
  
• Identify application defects and assist in complex trouble shooting and root cause analysis
  
• Follow all established Service Management process and identify opportunities for improvement
  

Experience and Skill Set Requirements:

Must Haves:

• Microsoft Great Plains 2016, 2018
  
• Logibec MMS (Materials Management System)
  
• BSSI HFM (Health Financial Management)
  
• Experience triaging tickets, prioritizing, categorizing, and handling service requests, incidents, and problem tickets
  

Nice to Have:

• CCIM - Community Care Information Management (HRIS and MIS) experience
  

Skill Set Requirements:

Public Sector Experience:

• 2+ years of experience working in the healthcare industry
  
• Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health
  

Technical Skills:

Knowledge and Skills/Experience:

• Microsoft Great Plains 2018
  
• Logibec MMS (Materials Management System)
  
• BSSI HFM (Health Financial Management)
  
• OTR
  
• AODA compliance
  
• MS Teams
  
• MS Excel
  
• MS Power Point
  

Service Management Skills:

• Knowledge of Service Management Processes with 5+ years' experience in supporting remote clients.
  
• Experience triaging tickets, prioritizing, categorizing, and handling service requests, incidents, and problem tickets
  
• Experience with Footprints Ticketing Application
  

Management and Communication Skills:

• Proven track record for building strong working relationships
  
• Strong interpersonal, and verbal and written communication skills
  
• Excellent customer service skills, including tact and diplomacy to ensure client needs are managed effectively
  
• Excellent analytical, problem-solving, and decision-making skills
  
• Ability to apply strong listening skills to facilitate issue resolution
  
• A motivated, flexible, creative team player with perseverance, excellent multi-tasking abilities and a proven track record for meeting strict deadlines