The Upgrade Analyst will provide support for the Operations Project Managers through the client upgrade process. The Upgrade Analyst assists in the management of service requests for Picis TPA clients in the process of taking a version upgrade. The Upgrade Analyst will work amongst all groups within the Service Operations division to ensure that all technical issues have a proactive plan for resolution prior to a LIVE upgrade occurring. The Upgrade Analyst will analyze trends with issues reported as a result of an upgrade and create documentation for clients and operations staff. The analyst will provide technical direction for resolution to CSAs and other support teams, while also assisting in the troubleshooting if needed.

Responsibilities:

• Oversight of all upgrade service requests through upgrade process and go live stabilization post upgrade

• Ensures all client service requests are logged and tracked via Picis Helpdesk System

• Provides direction and assists in the analysis, troubleshooting, and resolution of service requests pertaining to upgrades

• Performs & communicates pre-upgrade analysis prior to all major version upgrades to identify potential areas of concern for LIVE environment upgrade & develops proactive plan to address these areas.

• Assists in the development & review of upgrade project plan to ensure timely, efficient and successful upgrade

• Participates in pre/post upgrade calls; focuses on application related issues

• When necessary utilize appropriate resources within other service operations teams to ensure resolution of service requests

• Timely communication with client system administrator through issue resolution

• Proactive client communication to ensure client satisfaction

• Responsive to customer needs and service requests and ensure timely follow through

• Provides ongoing communication with Client Service Director (CSD), Operations Project Manager (OPM) and escalates when appropriate

• Delivers services within established Service Operations key success factors

• Effectively multitask and manage priorities of assigned client support service requests

• Maintain on-going knowledge of Picis applications and client environment

• Liaison between client and Picis support team during upgrade

• Provides client with assistance in understanding new functionality pertaining to the upgrade - process flow impact associated with the features within the Picis applications. May need to utilize additional resources.

• Provides guidance to client system administrator on new features and changes associated with upgrades to the system.

• Travels to client sites (less than 10% is expected)

Skills and Experience Required:

• Strong customer service focus

• Excellent oral, written and listening skills

• Time management skills

• Strong technical and business problem-solving skills and judgment

• Technical skills are specific to product line

• Set and manage client expectation

• Proactive solicitation of customer feedback

• Ability to work with customers and team members effectively and efficiently

• Balance the requirements of satisfying customers and meeting company goals

Education:

• Associate's degree (AA) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

•BS degree preferred

Required Technical Skills – Perioperative Product Line

• 1+ years experience with Picis Caresuite software with a focus on the Clinical applications (Anesthesia Manager, PACU Manager, PreOP Manager and Critical Care Manager)

• Proficiency of Microsoft standard packages: Word, Excel, Outlook and W2K/XP operating system at user level

• Comprehensive knowledge of Windows 2003/2000/XP Server and Workstation, SQL Server 7/2000/2005 and Citrix

• Understanding of network architecture and basic elements

• Knowledge of remote connection methods, including VPN, RAS, PC Anywhere, Remote Desktop, VNC, etc.

• Basic working knowledge and/or understanding of Crystal, Access or other report writing tools