Summary of Position: The System Analyst is the primary technical resource supporting the successful integration of ARxIUM solutions into a customer environment. They are also an escalation point for service issues that cannot be resolved by a Customer Support Representative. The position is responsible for troubleshooting, resolving or identifying product issues (including hardware and software) and escalating bugs or defects to Product Development/Engineering. The System Analyst is also responsible to provide Customer Integration support, configure systems, perform interface programming, interface testing and perform user acceptance testing.
The System Analyst is a subject matter expert for the particular product family.
They are responsible for providing advanced technical support, investigating, analyzing, and resolving complex support case escalations.
Analyzes malfunctions in equipment/software and provides instructions to the Customer Support Representative to resolve the service ticket utilizing knowledge of mechanics/electronics, software, database, and/or interface development skills.
Interprets maintenance manuals, schematics, software/interface requirements and wiring diagrams.
Maintains service documentation. Responsible for timely and accurate completion of all paperwork and reports.
Liaisons with Product Line Manager or Product Development/Engineering to determine solutions to escalations or product/interface enhancements.
Provide software support and system configurations on projects.
Codes, tests, implements and supports product interfaces.
Interacts with customers to determine interface requirements and implements solutions according to the defined project guidelines.
Performs technical needs analysis.
Performs User Acceptance Testing.
Timely communications with the Customer Support team regarding changes, system interruptions, new tools and documentation resources.
Provides Customer Integration, Service and Sales support.
Contributing to a customer-focused environment that encourages information sharing, team-based resolution activity, with focus on improving customer and employee experience.
Ability to travel up to 25 percent of the time.
Responsible for following ARxIUM Policies and Procedures.
Performs related duties as assigned.
Broad technical knowledge base including mechanical, electrical and software including automated systems with sensors, servo motors, stepper motors, electrical grippers and robotic arms.
Knowledge or experience in using healthcare interfaces, HL7 messaging standards and application/data integration and methodology
Strong analytical problem solving and decision making skills. Ability to handle difficult or sensitive situations.
Knowledge of LAN, WAN, VPN and TCP/IP technologies
Excellent time management and organizational skills.
Must have excellent computer skills. Proficiency with SQL, MS-SQL or Oracle Database querying.
Outstanding problem solving skills; ability to think creatively to find resolutions to complex problems.
Basic understanding of pharmacy operations and systems preferred.
Thorough knowledge of Microsoft Office applications suite.
Must be familiar and/or trained with technical support know-how, blueprints, schematics, manuals, and other specifications to determine service procedures.
Ability to work well under pressure, managing multiple deadlines simultaneously.
Must work well within a team, have satisfactory written/reading communication skills.
Ability to work independently with minimum supervision.
Good customer service skills and is adaptable to changing environments.
Ability to communicate clearly with technical staff as well as less technical colleagues.
Ability to travel to customer sites for further investigation/issue resolution.
Highly motivated and self-disciplined
Bilingual in English and French is an asset.
Education and Experience:
Diploma or Degree in computer science, software development, mechanical, electrical, computer, biomedical engineering; or equivalent experience is desirable.
Minimum of 5 years of experience in Software Development, Healthcare IT, pharmacy automation or related experience.
Experience in healthcare industry is preferred.
Experience in creating/updating Service Manuals, Troubleshooting guides and Knowledge base is preferred
Please note that candidates need to be eligible to work in the U.S. now and in the future without ARxIUM sponsorship for an employment-based visa.
ARxIUM is an Equal Opportunity Employer – Disability and veteran. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status or other characteristics protected by law.
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DISCLAIMER The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
ARxIUM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status or other characteristics protected by law.