We are looking for a highly motivated Software Support Analyst II (or Senior Analyst) to join our fast‑paced, customer‑focused Support organization. This role provides technical troubleshooting, functional guidance, and high‑quality customer service to institutions using Jenzabar products.  We’re seeking candidates who bring either:  - Strong technical skills (SQL, logs, web troubleshooting, systems) OR direct experience with Jenzabar products  The right candidate thrives in an environment where priorities shift quickly; problems require curiosity and persistence, and customer empathy is non‑negotiable.  Core Responsibilities (All Levels) - Provide prompt, professional technical support for Jenzabar products, troubleshooting both functional and system‑level issues - Analyze and resolve customer problems using SQL, logs, browser developer tools, and structured troubleshooting workflows - Prioritize multiple cases at once, balancing urgency, impact, and customer expectations - Communicate clearly with customers, peers, Cloud Ops, Product, and Engineering teams - Document findings, steps, and solutions concisely for customers and our internal knowledge base - Act as a liaison between Support and Product Development, escalating with complete and accurate context - Continuously increase your product and technical expertise through training, documentation, and hands‑on learning Additional Responsibilities (Senior Analyst Tier). Candidates who demonstrate higher‑level expertise may be hired at the Senior Support Analyst level, with added expectations - Own complex or high‑visibility issues end‑to‑end, including escalations - Lead deep technical troubleshooting, root‑cause analysis, and multi‑team coordination - Provide coaching, guidance, and knowledge sharing to other analysts - Identify patterns, recurring defects, and systemic gaps; partner with leadership to address them - Contribute to strategic improvements in documentation, process, training, or tooling Required Qualifications (All Levels) You should have one of the following:  Option A: Strong Technical Background  - Experience troubleshooting web applications or enterprise software  - Ability to write and interpret SQL queries  - Comfort with logs, stack traces, browser developer tools, and technical diagnostics  - Familiarity with relational databases, networks, Windows/Server environments, or application servers  OR  Option B: Jenzabar Expertise  - Experience with Jenzabar One (J1), JICS, or Jenzabar student‑focused modules (Registration, Advising, SIS, etc.)  - Strong functional understanding of how processes and data flow within Jenzabar products  - Ability to translate campus needs into product troubleshooting  Soft Skills & Behavioral Expectations  - Strong customer empathy and ability to remain calm, clear, and professional under pressure  - Excellent prioritization skills with the ability to juggle multiple cases in a fast‑moving environment  - Structured problem‑solving approach with attention to detail and curiosity  - Clear, concise written and verbal communication  - Ownership and accountability - you follow through, escalate early, and close the loop  - Collaborative mindset; you work effectively with Product, Cloud Ops, peers, and leadership  - Adaptability - comfortable with frequent change in tooling, process, and priorities  Preferred Qualifications (Not required, but strongly beneficial)  - Bachelor’s degree in Computer Systems or a related field preferred, or equivalent demonstrated experience, such as relevant coursework or certifications (e.g., Bootcamp, Codecademy, Udemy, Coursera) - Experience working in a support desk, helpdesk, or SaaS support environment  - Familiarity with HTML/JavaScript for diagnosing web issues  - Experience creating knowledge base articles, guides, or documentation  - Comfortable coaching or mentoring others (especially for Senior tier)  The pay range for this position is $56,000-$73,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. The posted salary range reflects the full range for this role across multiple levels. Final compensation will be determined based on the specific job level, experience/skills and responsibilities aligned to the selected candidate. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.

Role Description Respond to customers' requests for IT technical services, answering questions on the function and use of products within a call center environment. This is a call center, IT help desk position. To be considered, you must have strong technical knowledge of PCs along with critical thinking and troubleshooting skills. - Screen and handle calls as appropriate. - Type and enter information into a database while a customer is speaking. - Recognize, research, isolate, and resolve information system problems. - Recognize customer problems that should be escalated to the next level for resolution following established protocols. - Demonstrate quality communication skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction. - Maintain appropriate records and prepare reports as required. - Perform other duties and tasks as assigned by the Team Lead. Qualifications - Proficient in French. - High School Diploma or the equivalent. - Experience working in technical support and/or education in IT. - Experience using and supporting: iOS, Android, Microsoft Windows 7, Windows 10, Microsoft Office 2010 - 2013, hardware, local and network printers, Outlook, Outlook 365, Cisco VPN, and antivirus. - Experience troubleshooting wireless connections. - Advanced knowledge of Networking. - Ability to utilize various databases consecutively with good typing skills. - A+, Net+ or Help Desk Tech Certification is a plus but not required. - Call center experience is a plus.

• Deliver outstanding technical support via phone, chat, and email; • Communicate with technical teams and system operators to provide updates, clarify issues, and coordinate resolutions; • Monitor and respond to SCADA alerts and control system notifications, ensuring timely identification of potential technical issues; • Perform initial troubleshooting and diagnostics to determine the root cause of SCADA or control system faults; • Log, prioritize, and escalate incidents according to established incident management procedures; • Build strong and lasting customer relationships, ensuring effective resolution of user concerns and system alarms; • Maintain accurate documentation of daily checks, system status reports, incident logs, and support tickets; • Apply customer support best practices to ensure a high-quality user experience; • Maintain a strong understanding of client solutions while meeting established KPIs.

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. Individual is responsible for providing technical phone support to Siemens Healthineers Urinalysis and Diabetes customers and provide timely escalation of unresolved issues to ensure resolution and customer satisfaction. They must possess excellent communication and customer service skills. They will have the ability to develop advanced technical troubleshooting and problem-solving skills for supported product line. They will have the ability to work collaboratively with customer and other internal resources to develop and implement action plans to resolve customer issues. They will be proficient in Microsoft Office Suite including Outlook, Excel, Word, and other applications. Create an open, supportive environment consistent with the culture of Service Based Leadership. Responsibilities: Variations in responsibilities will be determined by the management in response to individual modality needs. Monday -Friday 11:30am-8pm ET - Demonstrate appropriate customer service skills to improve the customer experience and achieve customer satisfaction by providing troubleshooting to meet issue resolution of our customer needs, dispatching field service where applicable. - Primarily responsibilities include but not limited to: - Phone Support: Answer incoming support requests from our internal/external customers using Siemens Healthineers Urinalysis and Diabetes instrumentation - Email Support; Monitor personal and group Email boxes including electronic inquiry mailboxes in support of our internal/external customers - Queue Support: Monitoring and management of unassigned tickets in product specific queues - Ticket Management: Consistent monitoring and ownership of open tickets, by reviewing and taking action on all open tickets to resolve internal/external customer issues to their satisfactions - Knowledge Sharing: Communicate knowledge to inform and/or increase expertise within the RSO - Mentoring: Advises and trains colleagues to advance knowledge and ensure their success on specific product line. - Technical Notes: Creating technical notes for product support OneNote, newsletters etc. - Instrument Maintenance: Helps to support the maintenance of all RSO owned equipment used for training and ‘hands-on’ use. - Knowledge Repository Maintenance: Add/remove/Update information and links on product specific SharePoint site - Escalation Support: Participates in escalation conference calls with field partners to provide guidance and ensure seamless resolution to the customer issues - Headquarters Support Escalation Follow-up: Collaborates with HSC (Next Level Support) to provide additional updates - Meet/Exceed individual service level metrics to meet the needs of the external customer/business - Compliance and accuracy to all Siemens pay and T&E policies - Compliance to all RSO Procedures/Processes - Provide on-site customer support as needed, up to 60% (modality dependent) Knowledge/Skills, Education, and Experience - + 3 to 5 years practical and specialized experience, or specialized qualification needed in the area of Medical Technology; Biomedical Engineer or Biology - BS/BA in related discipline (Medical Technology, Biomedical Engineering, Biology) preferred - Excellent verbal & written communication skills Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways. How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. To find out more about Siemens Healthineers businesses, please visit our company page here. The base pay range for this position is: $75,660 - $104,027 Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance. The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time. Equal Employment Opportunity Statement: Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law. EEO is the Law: Applicants and employees are protected under Federal law from discrimination. To learn more, click here. Reasonable Accommodations: Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form here. If you’re unable to complete the form, you can reach out to our HR People Connect People Contact Center for support at peopleconnectvendorsnam.func@siemens-healthineers.com. Please note HR People Connect People Contact Center will not have visibility of your application or interview status. California Privacy Notice: California residents have the right to receive additional notices about their personal information. To learn more, click here. Export Control: “A successful candidate must be able to work with controlled technology in accordance with US export control law.” “It is Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations.” Data Privacy: We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. Register here to get started. Beware of Job Scams: Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees. These scammers may attempt to collect your confidential personal or financial information. If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Siemens Healthineers career site. To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees, or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.