Client Support Software Support Analyst

Thank you for your interest in working for our Company. Recruiting the right talent is crucial to our goals. On April 1, 2024, 3M Healthcare underwent a corporate spin-off leading to the creation of a new company named Solventum. We are still in the process of updating our Careers Page and applicant documents, which currently have 3M branding. Please bear with us. In the interim, our Privacy Policy here: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ continues to apply to any personal information you submit, and the 3M-branded positions listed on our Careers Page are for Solventum positions. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description:

Client Support Software Support Analyst (Solventum)

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role:

As a Client Support Software Support Analyst, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. In this role, you will make an impact by:

• Enhancing Customer Experience: Providing technical support to ensure the seamless operation of Solventum software and interfaces, reducing system downtime, and improving client satisfaction.
• Resolving Technical Issues: Assisting customers with troubleshooting software applications, interfaces, and system configurations.
• Optimizing System Performance: Conducting system health checks and identifying opportunities to enhance efficiency.
• Ensuring Effective Escalation: Managing escalations and collaborating with senior resources and development teams to resolve complex technical issues.
• Supporting Team Collaboration: Working closely with internal teams, including Customer Care and Development, to address technical concerns and improve customer support processes.
• Driving Process Improvements: Identifying opportunities to enhance workflows and improve support efficiency.

Primary Responsibilities (including but not limited to):

• Field client issues from various sources, including inbound phone calls, emails, and ticketing systems.
• Provide technical support for Solventum software applications, system interfaces (HL7, XML, etc.), Windows operating systems, network configurations, and SQL databases.
• Support terminal software setup and troubleshooting for environments such as Citrix, VMware, or Windows Thin Client solutions.
• Troubleshoot software issues and escalate complex problems to senior team members when necessary.
• Participate in customer support calls to guide clients through troubleshooting steps and system configurations.
• Assist in conducting System Health Checks and Performance Reviews to identify potential optimization opportunities.
• Serve as a liaison between customers and internal Solventum teams to ensure clear communication of technical issues.
• Support process improvements by documenting troubleshooting steps, solutions, and best practices.
• Participate in after-hours on-call support to assist with critical client issues.

Your Skills and Expertise 

To set you up for success in this role from day one, Solventum requires (at a minimum):

• Associate’s Degree or higher from an accredited institution AND two (2) years of experience in software support, IT helpdesk, or technical troubleshooting.
   

OR

• High School Diploma/GED from an accredited institution AND four (4) years of experience in software support, IT helpdesk, or technical troubleshooting in lieu of a degree.

Additional qualifications that will help you succeed in the role:

• In-depth experience working with web servers and application hosting environments such as IIS, Apache, and Tomcat

• Experience troubleshooting software applications, interfaces (HL7, XML, etc.), or network configurations.
• Familiarity with Windows Server Administration and SQL queries..
• Familiarity with installing and updating security certificates in web applications and validating a certification path.
• Basic understanding of interface engines such as Healthshare, Cloverleaf, Rhapsody, or Mirth.
• Strong problem-solving and analytical skills.
• Prior experience with IT service management tools (e.g., ServiceNow, Jira, or similar).
• Excellent communication and collaboration skills for working with both technical and non-technical stakeholders.
• Knowledge of IT security best practices, including role-based access control (RBAC) and HIPAA compliance.

Work location:

• Hybrid Eligible (Job Duties allow for some remote work but require travel to Murray, UT or Silver Spring, MD at least 1 day per week)

Travel: May include up to 10% domestic/international

Relocation Assistance: Not authorized

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being 

Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope. 

Applicable to US Applicants Only:The expected compensation range for this position is $82,370 - $100,675, which includes base pay plus variable incentive pay, if eligible. This range represents a good faith estimate for this position. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate’s relevant knowledge, training, skills, work location, and/or experience. In addition, this position may be eligible for a range of benefits (e.g., Medical, Dental & Vision, Health Savings Accounts, Health Care & Dependent Care Flexible Spending Accounts, Disability Benefits, Life Insurance, Voluntary Benefits, Paid Absences and Retirement Benefits, etc.). Additional information is available at: https://www.solventum.com/en-us/home/our-company/careers/#Total-Rewards

Responsibilities of this position include that corporate policies, procedures and security standards are complied with while performing assigned duties.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process.  Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Solventum is an equal opportunity employer.  Solventum  will not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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