Technical Support Analyst

Technical Support Analyst

Kelly Services is currently seeking a Technical Support Analyst working hybrid schedule in West Chester, PA. The Advance Case Management (ACM) Application Implementation and Support Analyst plays a critical role in the implementation and ongoing support of the ACM solution for key clients, including IDNs, hospitals, ambulatory surgery centers, and physician practices. This position leads customer implementation projects, collaborating with business partners, customers, integrators, and technical resources to ensure alignment of project timelines and integration with Electronic Health Records (EHR), scheduling, and imaging data sources. The role also includes Tier 1 support of the ACM application and interface issues, serving as the primary contact for technical support and email triage.

A strong candidate will demonstrate an ability to drive results with passion for customer excellence and proactive problem solving along with being comfortable working in a matrixed organization environment.

Primary Responsibilities:

• Implementation Leadership

• Lead communications with customers, integrators, distributors, sales consultants, and regional leads for various implementations.
• Partner with regional leads for pre-discovery calls to develop customized implementation plans.
• Create and present technical slides to discuss implementation options, data requirements, and timelines.
• Schedule and document weekly implementation meetings.
• Prepare customer data in the ACM system ahead of the go-live date.
• Track project status using Power BI, Smartsheet, and/or other dashboard tools.
• Identify and resolve implementation roadblocks.
• Prepare for User Acceptance Testing (UAT) and soft launches.
• Coordinate ACM live events and provide support during the hyper care period.
• Document and prepare for account turnover to support teams.
• Service Request Management: Log, triage, and respond to service requests in accordance with established procedures.
• Issue Monitoring: Track service request status, provide timely updates to clients, and escalate sensitive issues or major problems to management and vendors as needed.
• Problem Resolution: Address application and interface issues to minimize client downtime and productivity loss.
• Data Entry & Reporting: Ensure accurate service request data entry into Jira and generate reports on incident trends to mitigate future issues.
• Application Testing & Documentation: Participate in application testing, document issues, and escalate to vendors when necessary.
• User Administration: Assist with user ID and application privilege management.
• Collaboration: Partner with Tier 2 support and other resources to resolve complex problems efficiently; analyze help desk emails for recurring incidents.

Mandatory Requirements:

• Minimum of Bachelor’s degree required; focused degree in Business, Engineering, Computer Science/Information Technology preferred.

• Minimum of 2 years of relevant experience.

• Strong project planning and coordination skills.

• Strong communication and presentation skills.

• Able to present technical details along with concepts/solutions at a higher level to stakeholders.

• Skilled in adapting to project constraints and resolving issues with minimal supervision.

• Strong analytical and problem-solving skills, with a keen attention to detail.

• Technical aptitude with the ability to quickly learn new tools and technologies.

• Excellent verbal and written communication skills.

• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).

• Able to present technical details and concepts to stakeholders at varied levels.

Desired:

• Experience in business analysis and project management.

• Experience in implementing software solutions, ideally in a Software as a Service (SaaS) environment.

• Experience in customer service, professional services, or consulting.

• Familiarity with collaborative tools (SharePoint, JIRA, Confluence, Teams).

• Knowledge of clinical data interfaces and healthcare clinical systems.

• Passion for creating customer value through innovative technology solutions.

• Ability to manage multiple projects simultaneously.

Important Information:

This position is recruited by a remote Kelly office, not your local Kelly branch. Applicants must be legally permitted to work in the United States.

Why Kelly®?

The Managed Solutions practice within Kelly Outsourcing and Consulting Group (KellyOCG®) is one focus within the full array of Kelly Services® workforce solutions. Kelly Services has transformed from the staffing industry pioneer to a leading workforce solutions provider. KellyOCG is the distinguished outsourcing and consulting segment of Kelly Services, known for applying a forward-looking approach that enables companies to make strategic workforce planning decisions that impact their business and competitive advantage. The Managed Solutions practice area of KellyOCG is dedicated to partnering with clients to architect and implement solutions that put them in a position to meet their operational obligation to their organization and freedom to focus on their more strategic business needs. As a Kelly Services employee, you will have access to numerous perks, including:

• Vacation and sick pay
• Paid holidays
• 401(k) plan
• Group medical, vision, dental, life, and short-term disability insurance options
• Kelly Discounts on goods and services, auto and home insurance, and tuition at Kelly partner schools
• Kelly Learning Center offers free courses and trainings
• Weekly pay

About Kelly Services®:

As a workforce advocate for over 70 years, we are proud to have a role in managing employment opportunities for more than one million workers around the globe. We employ 550,000 of these individuals directly with the remaining workers engaged through our talent supply chain network of supplier partners. Revenue in 2015 was $5.5 billion. Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.