Managed Services Engineer

Description
Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking a Managed Services Engineer to join our team for this remote opportunity with the ability to work anywhere within the United States.
Job Summary
The Managed Services Engineer is responsible for supporting the implementation and leading the ongoing administration of Imprivata's product platform, cloud-hosted or installed on-premises at customer sites. The role requires this individual to perform complex technical analysis, workflow analysis, implementation planning, and hands-on technical configuration. By proactively engaging with the customer to guide them through technical changes then providing ongoing project planning, communications, and consultative guidance this role ensures maximal value delivery and return on investment (ROI) to the customer. The role also requires this individual to occasionally field and respond to requests for support from customers and serve in an on-call capacity outside of regular business hours. In addition, this position will be called upon to provide overall technical leadership and deep subject matter expertise, assist with the training of new team members, create and pilot new services offerings, and lead large complex strategic customer engagements.
Duties and Responsibilities

• Provide technical environment assessment and strategic recommendations in support of maximizing value to customers.
• Advise and influence assigned customers to follow Imprivata best practices.
• Ensure the renewal of subscription Managed Services by providing outstanding customer service at all times.
• Proactively monitor progress, identify risks, track and provide guidance to resolve issues.
• Own the customer lifecycle and responsibility for ongoing health of the mobile platform by performing technical administration tasks including installation, configuration, and testing of Imprivata products, tactical management throughout implementation, ongoing adoption, and expansion phases.
• Contribute to the creation & maintenance of project and process related 'best practice' methodologies, training and documentation.
• Act as a solutions expert in the Imprivata mobile product line and understand how we integrate with industry workflows (Healthcare / Clinical, Retail, Manufacturing, etc.).
• Assist with maintaining a repository of related documentation pertaining to the customer's Imprivata enterprise.
• Provide training for internal technical initiatives. This includes development of Technical Collateral, Field Workshops, and best practices methodologies.
• Deliver advanced level training to both customers and channel partners on Imprivata's products.
• Establish and facilitate recurring customer meetings, and manage communication of status updates, deployment health reports, and recommendations to customer stakeholders.
• Lead responses to certain support requests and troubleshooting efforts on behalf of Managed Services customer accounts, whether independent of or in conjunction with Imprivata Customer Support representatives. This may include rotating on-call assignments outside of regular business hours.
• Organization of optimization projects, tasks, and related work requests on behalf of Managed Services customers.
• Provide customer's feedback to Product Development & Management to help identify potential new features and product enhancements.
• Track all key customer data and status updates within Imprivata' s CRM.
• Leadership of occasional onsite meetings or assessments as needed.
• This role requires occasional overnight travel, including air/rail/car transport within the North American region, up to 20%.
• Other duties as assigned.

Required Qualifications

• Bachelor's degree or equivalent work experience in Business, Computer Science Engineering or related discipline.
• 7+ years in the software industry with demonstrated expertise implementing enterprise software packages or custom systems.
• 3+ years of experience implementing and administering MDM solutions such as VMware Workspace One, Microsoft Intune, Jamf Pro and / or Ivanti Neurons (MobileIron). Product Certification is a plus.
• Experience implementing and administering Imprivata GroundControl is a plus.
• 3+ years of experience serving healthcare customers.
• Experience with Apple Business Manager.
• Experience with DEP (Device Enrollment Program) and iOS device Supervision.
• Experience with iOS and Android mobile operating systems.
• Experience with mobile app deployment and AppConfig.
• Experience evaluating new OS releases for platform compatibility.
• Experience with Cloud-to-Cloud / SaaS API Integrations.
• Experience with Identity Management and Single Sign-On technologies
• Strong knowledge at the API level of 3rd party mobile applications.
• Strong knowledge creating, deploying, and troubleshooting Mobile Configuration Profiles.
• Working knowledge of Certificates and Certificate Administration.
• Working knowledge of TCP/IP, DNS, HTTP, and SSL.
• Knowledge of scripting technologies for REST API Integrations and bulk operations.
• Knowledge of Microsoft Azure and related M365 services is a plus.
• Experience with support CRM systems. Salesforce experience is a plus.
• Excellent verbal and written skills, as well as leadership, organizational and time management, presentation, and independent problem-solving skills.
• Proven ability to explain complex technical topics related to system architecture and design to non-technical audiences.
• Technical project management experience is a plus.
• Experience implementing and supporting applications in a healthcare context for clinical users.
• Ability to work under pressure and meet deadlines.
• Self-motivated, positive, and professional customer service attitude.
• High level of comfort working in complex customer environments and providing delivery that is highly and consistently responsive to internal and external customer expectations.
• Able to guide the customer toward high-value business outcomes as relate to their investments in Imprivata solutions, while managing technical details and organizational complexity.
• Requires ability to accurately estimate, plan, and provide up-to-date reports during engagements.
• Ability to manage, negotiate and influence at both the operational and executive levels.

This position offers a total compensation range of $115,000.00 to $147,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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