Job description

Note: Internally this position is titled "CEND Support Engineer" The custom application being supported is called "CEND" and the role leans more toward very technical support, rather than pure engineering. Position Title: CEND Support Engineer Reports Directly To: CEND Operations Manager & CEND Technical Lead Location: Remote/ Hybrid Hours Per Week: Full Time Risk Designation: High Job Summary CRISP Shared Services (CSS) serves as the technology partner for health information exchange (HIE) affiliates in Maryland, DC, West Virginia, Connecticut, Alaska, Virginia and other jurisdictions. CSS facilitates the electronic transfer of clinical information between disparate information systems in order to positively impact the healthcare system through improved patient care and outcomes, reduced costs, and data-driven understanding of regional public health concerns. The CEND Support Engineer role is responsible for assisting with technical aspects of the CEND platform, one of CSS' most important systems. In this role, the candidate will be tasked with technical aspects of CEND, helping to manage and resolve issues and requests that come into the CEND team and help to facilitate onboarding and great customer service experiences for our customers, account managers, and affiliate partners. In addition, the candidate will shape the future of CSS' notification service with direct involvement in the development, deployment, and long-term management of the application. Essential Duties and Responsibilities The CEND Support Engineer will be responsible for the following. Other duties may be assigned as this role evolves. • Support all technical aspects of the CEND and Population Explorer platforms, ensuring that the system is operational and performing within expectations • Manage customer onboarding and service offerings with cross-functional teams • Translate complex technical information into clear, concise, and user-friendly documentation • Perform validations of new API releases that interact with notification and Provider relationship data • Collaborate with different stakeholders and subject matter experts from different backgrounds (clinical, business, technical) • Assist the CEND team on technical issues and troubleshoot steps to help resolve tickets and meet SLAs • Produce reports and dashboards of the assigned system to track utilization of CRISP services • Coordinate with vendors and internal resources to ensure operational excellence • Train and teach new members of the CSS staff when necessary Qualifications To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. • Outstanding communication, organizational and interpersonal skills with both a technical and non-technical audience • A high-level understanding of healthcare data types, including HL7 specifications • Skilled at collaborating with other teams and SME's on multi-team processes, projects, and issues • Ability to analyze large datasets for researching issues, reviewing trends, and examining data quality • Analytical thinker with the ability to break down complex processes into logical steps for the use of reviewing or troubleshooting systems • Demonstrate a sense of ownership of business processes • Familiar with Agile methodologies Experience and/or Education Requirements • Bachelor's degree in information systems, Computer Science, and Data Science preferred (equivalent years of experience plus certifications) • Microsoft Azure technologies preferred • Azure Databricks required • GitHub • 2+ years of Python experience preferred • 2+ years of SQL experience preferred • Familiarity with the healthcare industry and health information exchange • Microsoft Office • Atlassian product suite (Jira & Confluence) experience preferred CRISP Shared Services, Inc. and Dynamed Solutions, LLC are equal opportunity employer.s This means that CRISP Shared Services Inc. and Dynamed Solutions, LLC are dedicated to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, marital status, genetic information, disability, military or veteran status, or any other status protected by federal, state, or local law.

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