Role Description This is primarily a remote role with the ability to attend in-person meetings if needed. Advocate may approve remote workers who reside in the following registered states: AL, AK, AR, AZ, DE, FL, GA, IA, ID, IL, IN, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY. Analyzes data, business workflows, and business processes, to define, design, and leverage software applications, solutions, and business processes which meet the requirements of existing systems as well as new product implementation. - Provides technical expertise and work direction to other Analysts with activities related to various applications and projects. - Serves as a liaison between clinical/business operations, information services, system users and vendors, and acts as a consultant on issues related to the application(s). - Works closely with technical and application staff to ensure successful implementation and maintenance of business applications and/or programs, including education, training, and follow-up. Identifies, maps, measures, analyzes and improves clinical and business processes, moderate to complex problems and requirements for assigned application(s). - Performs current and future workflow analysis and maps out critical business processes using industry standards and best practices. - Develops test plans, test cases, and test scripts to validate performance of clinical/business functions. - Conducts effective unit, integration, and end-user acceptance testing through execution of the tests, tracking of problem reports and documenting all final outcomes. - Facilitates clinical/business practice processes which result in successful software transitions and system utilization. - Identifies, analyzes, and implements opportunities for clinical application product development, optimization and technical improvements/changes that foster streamlined and integrated workflows. In collaboration with information technology, translates user requirements into functional design specifications and reviews with users to ensure accuracy. - Ensures accurate data maintenance and reviews the technological impact of business requirements. - Guides, advises and acts as a resource regarding processes and issue resolution. - Serves as a mentor to train and develop other application support staff as needed. - Develops and maintains process documentation including current workflows, requirements, functional specifications, installation instructions, product test procedures, user manuals, procedures and troubleshooting guidelines. - Completes change and quality control documentation using department standards. Reviews data integrity and audits reports to proactively identify/resolve potential issues, and analyzes opportunities for system process improvements and/or product development. - Collaborates with information technology to ensure that system improvements are successfully implemented and monitored to increase efficiency. - Performs data analysis to support data requirements and initiatives. Develops end user training/education modules, and delivers training on system capabilities/functionalities as appropriate to the product or application, and related systems. - Assists users in using the full functionality of the application(s) and process flow. - Evaluates training effectiveness, maintains and updates training curriculum as needed. - Consults with providers, leadership, physicians, and other clinicians to identify problems and resolutions related to clinical equipment, applications, and functionality. - Provides direction on complex or ambiguous application issues. - Creates project timelines and develops plans to ensure projects are completed successfully within deadlines. - May coordinate the activities of other members of the project team. Qualifications - Bachelor's Degree (or equivalent knowledge) in Business Management or Computer Science or related field. Requirements - Typically requires 5 years of experience in business process mapping, analysis, defining business and user requirements, acceptance testing and documentation with experience in the specific function/area supported. - Experience in functioning as the interface between application users, vendors and other technical experts, providing operational support for clinical systems, analyzing business and clinical processes, and providing user training. - Demonstrated ability to work with a minimal amount of supervision with proficiency. - Advanced knowledge of managing applications and technical components of assigned applications(s) including basic hardware, operating systems and database. - Project management experience with ability to use project management software. - Demonstrated analytical skills necessary to make sound recommendations based on data analysis, and clinical user needs, assuring maximum productivity and continuous process improvement. - Demonstrated ability to balance multiple tasks, be detail and results oriented, set appropriate priorities and accomplish assignments. - Must respond to user needs in a prompt, courteous manner. - Strong organizational, problem and issue resolution skills. - Ability to gather and organize data. - Strong communication skills. - Advanced computer skills including experience in using the Microsoft Office Suite or similar products and experience with large scale automated systems. - Understanding of change management practices and procedures. Benefits - Paid Time Off programs. - Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability. - Flexible Spending Accounts for eligible health care and dependent care expenses. - Family benefits such as adoption assistance and paid parental leave. - Defined contribution retirement plans with employer match and other financial wellness programs. - Educational Assistance Program.

• Respond to user inquiries, troubleshoot, diagnose, and resolve software and/or hardware related issues through various communication channels, including email, phone, and remote support tools. • Work with partner companies to set up or maintain points of integration. • Analyze complex problems, identify root causes, and develop effective solutions in a timely manner. • Collaborate with cross-functional teams to escalate issues when necessary and follow through until resolution. • Provide clear and concise technical guidance to users with varying levels of technical expertise. • Ensure exceptional customer service and establish strong relationships to enhance user satisfaction. • Create and maintain detailed technical documentation, including troubleshooting guides, FAQs, and best practices, to assist users in resolving common issues independently. • Perform quality assurance testing of software products and new features. • Replicate reported issues in a controlled environment to accurately identify and document software bugs. • Collaborate with the development team to prioritize and communicate bug fixes. • Contribute valuable user feedback and insights to the product development team for continuous improvement of the software, usability, and user experience. • Provide training sessions and workshops for clients and internal teams to ensure they can effectively utilize the software's features and troubleshoot minor issues. • Monitor system health and performance to proactively identify potential issues and implement preventive measures. • Offer remote desktop support when necessary, guiding users through troubleshooting steps, software installations, and configurations.

• Efficiently manage a high-volume, multi-channel ticket queue within our ticketing application while maintaining strong attention to detail. • Respond to all incoming tickets within internal SLA to ensure immediate customer acknowledgment. • Maintain an average resolution time that aligns to internal SLA while ensuring 100% of active tickets are touched every 24 business hours with a meaningful update. • Work and resolve the majority of inbound customer queries independently using available resources, including AI tools, Troubleshooting Guides, Notion, and the Knowledge Base. • Execute rigorous data capture discipline by gathering critical raw technical data—such as Org IDs, User IDs, timestamps, and reproduction steps—to cleanly document issues. • Perform thorough due diligence and complete required technical templates when escalating unresolved issues. • Proactively surface process gaps, documentation needs, or trending product usability challenges to Senior Support and Support Management. • Build strong cross-functional relationships and collaborate with internal teams to drive timely resolutions and contribute to support team growth.

Role Description 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. As a member of the Software Technical Support team, you will provide high level remote support to external customers utilizing our products. Responsibilities include: - Assisting external customers with front line technical questions on diagnosing, troubleshooting, repairing, and debugging complex computer systems, software, or networked and/or wireless systems. - Responding to customer product inquiries via telephone or in written internet-based email or chat sessions. - Resolving customer concerns raised during installation, operation, and maintenance of product application or compatibility matters. - Utilizing remote service applications to troubleshoot the most complex systems level software problems relating to Varian's product suite and recommending corrective action. - Analyzing and correcting moderately complex networking problems relating to bandwidth, administration, and configuration. - Documenting customer information and recurring technical issues to support product quality programs and product development. - Assisting respective product engineering groups with proposed design changes and/or test design modifications. - Investigating safety problems, incidents, and customer complaints; reporting them to the appropriate authority or department for proper handling. - Using the proper escalation procedures, updating status, and following through to completion of the escalated task in accordance with established company policy. - Applying customer management skills, technical expertise, and available resources to meet or exceed customer needs and expectations as measured through the Net Promoter Score. - Maintaining detailed electronic records of service interactions, including the technical problems encountered and parts employed to correct the problem. - Processing all required service documentation and electronic reports in a timely manner. - Participating in the development of new servicing techniques and the maintenance/creation of service documentation. - Training other field personnel. Qualifications - Sound knowledge and professional experience of Relational Database Systems, Network Operations, Operating Systems, Server and Desktop Hardware, and Hardware and Application Virtualization. - Citrix experience. - Proficient in utilizing business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint. - Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software desired. - As a skilled specialist, completes tasks in resourceful and effective ways. - Works on assignments requiring considerable judgment and initiative. - Understands implications of work and makes recommendations for solutions. - Determines methods and procedures reviewed by others on new assignments. - May be a formal or informal team leader. Requirements - Minimum: HS Degree. - Preferred: Bachelor degree and 3+ years of experience. - Applicable to the Oncology Systems business only: Meets all Vendor Credentialing requirements necessary to gain VMS client site access, unless prohibited by law. - These requirements may include, but are not limited to: Proof of valid identification (photo, driver’s license, SSN), Criminal background checks, Drug screens, Immunizations (Hep B, MMR, Varicella, Influenza, Tetanus), Annual TB testing, Healthcare trainings. Benefits - 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.