Senior Technical Support Analyst- HTM- Healthcare

Precise. Reliable. Powerful. Join a team as innovative as the technology we manage.

Sodexo is currently seeking a dynamic Senior Technical Support Analyst to support the applications portfolio for our Healthcare Technology Management (HTM) division in North America.  The HTM group is responsible for the strategic support and management of high-tech medical equipment across multiple healthcare systems.  HTM applications supported by this role include tools and databases that are used to enable our Service Operations team as well as applications that are used by our healthcare clients.  This role is remote but will require flexibility to support all US time zones.

In this role you will: 

• Liaise, support and validate potentially complex requirements from Service Operations and mobilization teams as it relates to HTM applications and databases
• Direct activities to streamline the overall deployment process to include working with and influencing leaders in other structures to action changes which may require changes in process or alternative application tools
• Second Level Support for the day-to-day running of HTM applications to include but not limited to Salesforce Field Service, ServiceNow, MS PowerApps, and more
• Appropriate prioritization and/or escalation of critical workstreams to drive to completion
• Support the migration and validation of developed enhancements of products to production
• Work with Sodexo NORAM IT and relevant vendors on application support issues
• Work with DEV teams and First Level Support to support the end users with issues reported on these products
• Migration and validation of changes between environments
• Incident Resolution and thorough communications to end-users throughout the incident
• Co-Ordinate between DEV and Partner Teams to bring Incidents to resolution
• Own IT tasks associated with new business start-up activities and cross-team collaboration
• Training and reinforcement for end-users on how to request support through HTM and NORAM IT ticketing systems

Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:

• Medical, Dental, Vision Care and Wellness Programs
• 401(k) Plan with Matching Contributions
• Paid Time Off and Company Holidays
• Career Growth Opportunities and Tuition Reimbursement

More extensive information is provided to new employees upon hire.

Our ideal candidate will possess: 

• 3 years’ experience supporting high volume help desk activities
• Experience with common application platforms such as Salesforce, ServiceNow, and MS365
• Experience with common database management and scripting such as SQL, mySQL, etc.
• Experience working within healthcare or related environments that are high urgency incidents
• Proven track record working with disparate teams to co-ordinate and influence results
• Experience in the Azure and D365 deployment of applications and changes (Field Service, CRM, Mobile Apps)
• Ability to demonstrate ongoing training and pursuit of certifications in your areas of expertise
• Good Customer Service and communication skills

At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. We do this by providing food service, catering, facilities management, and other integrated solutions worldwide.

Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you’re happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please complete this form.

Minimum Education Requirement - Bachelor’s Degree or equivalent experience
Minimum Functional Experience - 3 years