Senior Consultant, Technical Support

How you'll make an impact:As a Senior Consultant for Technical Support, you will be providing back-end technical support and guidance for our EPSi product to clients and internal support teams. In addition, you will collaborate with our technical operations, development, and services teams to ensure the product is aligned with client needs and meeting Strata's high-quality standards. To be successful in this role, you should be a highly motivated self-starter that enjoys finding creative solutions to challenging problems. General responsibilities for this role include:
  • Maintain sound general knowledge of Strata's product and service offerings
  • Maintain understanding of EPSi product technologies (MS tools & services, SSMS, SSRS, SSAS, IIS, MS-SQL,)
  • Maintain understanding of EPSi product functionality (costing, budgeting, reporting, etc.)
  • Maintain understanding of common industry tools used for supporting MS Server, SQL, networking, and other back-end services
  • Provide direct support to customers via telephone and/or internet (ZOOM, Email, Salesforce, etc.) to assess and resolve technical service issues (configuration, performance, outages, backup, restore, etc.)
  • Handles communication with the client from point of case assignment until resolution
  • Document and track technical support problems/requests by employing specific case notation standards within the case management system – Salesforce
  • Maintain documentation via Salesforce escalation and TFS protocols, to convey client feedback to development for improving current design or to assist with problem/bug resolution
  • Develop and maintain Knowledge Articles for the EPSi Product
  • Participate in daily SCRUM to collaborate on problematic issues and to facilitate knowledge sharing
  • Perform on-call duty rotation (duration: 1 week) that will; (1) handle after-hours critical cases, and (2) assign cases from the Salesforce technical support queue to the next available agent
  • Assist with troubleshooting issues related to EPSi implementation or upgrade activities
  • Follow Standard Operating Procedures SOP's (Compliance, Security, Workflow, Communication, etc.)
  • Achieve metric targets for individuals, the technical support team, and overall support
  • Develop and maintain documentation of problems/solutions to facilitate training of other support consultants
What we're looking for:
  • Bachelor's degree or equivalent in a related field
  • Experience with Microsoft technologies (OS/DB/SQL/SSRS/SSAS)
  • Experience with 3rd party technology tools (SecureLink, PowerShell, Fiddler, SQL Profiler, etc.)
  • Experience with writing/executing complex SQL scripts to perform troubleshooting
  • Experience with technical (back-end) issue resolution, demonstrating problem solving and analytical skills
  • Experience with software support processes and escalation procedures
  • Experience with a case management tool, Salesforce is preferred
  • Experience with Financial/Decision Support applications, EPSi is preferred
  • Experience with managing multiple projects with multiple priorities
  • Excellent communication skills that include client facing experience (telephone/online meeting)
  • Ability to learn quickly and adapt to new challenges/changes
Thinking about applying? Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If you're currently reading this and hesitating to click "Apply" for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.Here @ Strata…Who we are:We are committed to our mission to help heal healthcare. Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our customers, our products, our company, and our community. We believe that each of our team member's unique perspectives and experiences is what drives innovation and positive change. Our individual differences are what make us a more forward-thinking organization. We foster a culture of inclusion, equity and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity or national origin. Our values:Here at Strata, we are guided by a set of principles called the StrataWay. These values keep us honest and ensure that we are always representing ourselves and our organization as best we can. They are at the core of who we are and how we support one another.
  • Serve: We partner with our customers to provide quality solutions that will make their lives easier. We extend service to our community to drive purposeful change.
  • Pro: We show up every day as the best version of ourselves. We treat others as we would want to be treated (and then some). We commit to getting better every day in everything that we do, upholding the highest level of integrity even in the face of challenges.
  • Rock: Our work makes a meaningful impact, no matter what role we play on the team. We are open and receptive to new ways of doing things, always innovating, and never becoming complacent.
  • Grow: We are life-long learners and embrace change that will help us grow professionally and personally. We embrace a culture of feedback and acknowledge that progress is more important than perfection.
Our Impact:Strata Decision Technology provides an innovative set of software and service solutions to help healthcare providers better analyze, plan and perform in support of caring for their community and reducing the cost of care. Our customer base includes over 2,000 hospitals and over 400 healthcare delivery systems. Founded in 1996, our mission is to Help Heal Healthcare™. For more information, please go to www.stratadecision.com.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • ReactLibraries
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • AxureDesign
    • InVisionDesign
    • SketchDesign
    • FigmaDesign
    • LucidchartDesign
    • AirTableDesign
    • ConfluenceManagement
    • JIRAManagement
    • TaskRayManagement
    • SalesforceCRM
Strata Centers on Service: "Leaders Here Serve Their Teams, Not The Other Way Around"
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An Insider's view of Strata Decision Technology

What are some social events your company does?

One of the things I enjoy most about the culture at Strata is the social events - there is always a way to get to know your co-workers on a more personal level. A few of my favorite team events have included dinners, bowling, cooking classes and even meeting and petting a penguin!

Madeline

UI Designer

What's the biggest problem your team is solving?

Our Data Science team is focused on several key initiatives. Currently, we are measuring the financial impact of COVID-19 on our client base and tracking hot spot areas. Our goal is to identify trends and clearly visualize the impact of COVID-19 to help hospital leaders allocate their limited resources and stay financially solvent.

Chris

Data Engineer

How has your career grown since starting at the company?

My career started as a software engineer; today I have the opportunity to lead the engineering team and make a tremendous impact in healthcare and our community. Strata has provided me with many resources along the way, whether it be new roles, projects or leadership training that have helped me get a broader understanding of the business.

Tushar

VP, Engineering

How do you empower your team to be more creative?

I always encourage my team to change their lens in order to strike up creativity. For example, putting on the hat of a nurse manager who just wrapped up their shift and needs to opine on financial performance impacts how we can make that task intuitive, efficient, and valuable.

Alina

Senior Director, Professional Services

How do you collaborate with other teams in the company?

I have the pleasure of working with a multitude of internal Strata teams to support our clients. Throughout the implementation life cycle, Project Managers will work with Sales, Finance, Contracts, Product Management, Technical Consulting, Experience Management and Training teams to ensure projects are delivered on time and under budget.

Amy

Senior Project Manager

What are Strata Decision Technology Perks + Benefits

Strata Decision Technology Benefits Overview

Strata is a different kind of company. Sure, we have a ping pong table and beer on Fridays like a lot of the cool tech companies. But, we know that our people want more. A career with purpose. A community who truly cares. Relationships that don’t end with the workday. Security for our families. Service to our community. So, that’s what we do - we offer our team the things that matter most to them...because those

Culture
Volunteer in local community
You'll see our people repacking food at the Greater Chicago Food Depository, helping beautify Chicago with the Green Star Movement, or participating in virtual 5k's benefiting Feeding America.
Partners with Nonprofits
We partner with many organizations including: Greater Chicago Food Depository, One Acre Fund, Extra Life, Kino Border Initiative, Sole Hope, Misericordia Home & The Joseph Peter Bartzis Foundation
Friends outside of work
Eat lunch together
Intracompany committees
The Strata Diversity Council leads our diversity standards , the Impact Advisory Board organizes Strata's giving back efforts and we have StrataSports for those interested in intramural activities!
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
We have incorporated unconscious bias training into our annual, company-wide ethics training curriculum as well as in our regularly offered "interviewing at Strata" training courses.
Diversity manifesto
Diversity Employee Resource Groups
Strata's Diversity Council helps us consider programs and processes to best support our organization from a DE&I perspective.. It also allows for team members to listen, educate and share experiences.
Hiring Practices that Promote Diversity
We tap into a diverse talent pipeline through partnerships with diverse student organizations. Our open positions are also available on job boards specifically focused on minority groups.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Strata employees can contribute up to $3,500 annually to their FSA. These funds can be used for applicable out-of-pocket, healthcare-related expenses or dependent care expenses.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
We offer discounted rates to a variety of local and nationwide health clubs.
Onsite Gym
Team workouts
Strata competes in various fitness/intramural activities including: Corporate Challenge, Kicks for Community, Step Up for Kids and more!
Retirement & Stock Options Benefits
401(K)
Strata offers both a traditional 401(K) and Roth 401(K) with a broad selection of stocks, bonds and international index funds to choose from.
401(K) Matching
Strata provides employees with a 401(k) matching plan managed by Vanguard. We match 50% of contributions up to 6% of an employee's annual gross pay.
Employee Stock Purchase Plan
We allow qualified employees to purchase company shares at a discounted price.
Performance Bonus
We're proud to have consistently funded our bonus pool to 100%. Our team has clear expectations set and aim to meet and exceed their goals each year!
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 12 weeks of paid maternity leave and offer two weeks for paternity and adoptive parent leave.
Flexible Work Schedule
Strata's front desk is open from 8 AM to 5 PM daily. Team members work with their managers and teams to make sure they arrive on time, according to their team's needs.
Remote Work Program
Strata understands the need for flexibility, and we work with team members on an individual basis. Some specific positions allow for full time remote work.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Return-to-work program post parental leave
Company sponsored family events
Strata has fun celebrating "Take Your Kid To Work Day" each year! We've also hosted a "Friends & Family Open House" in our office to show our loved ones where we work.
Vacation & Time Off Benefits
Generous PTO
Our team members accrue 21 PTO days per year and start accruing them on day 1!
Paid Volunteer Time
Our team receives one day per year of paid volunteer time. Additionally, many of our teams will take time to volunteer together!
Paid Holidays
Paid Sick Days
Wellness is about the whole self, we expect our team members to take care of themselves when they need it.
Perks & Discounts
Casual Dress
We take our work seriously but try not to take ourselves too seriously! Be comfortable when you're here, we love wearing jeans and our Strata t-shirts to work.
Commuter Benefits
Strata offers pre-tax commuter benefits for transportation, parking and car-share services as well as a corporate discount to Divvy bike here in Chicago!
Company Outings
Strata hosts company outings on a quarterly basis.
Game Room
In our lounge you can watch the Cubs game while enjoying your lunch, play some Jenga or another board game or try your skills at ping pong alongside our avid players!
Stocked Kitchen
We love our Bevi machines for flavored water and stock a variety of snacks daily
Some Meals Provided
We love to celebrate holidays together over a catered lunch but sometimes have a pizza party just for fun!
Happy Hours
Join us for a Friday fun hour where we celebrate the upcoming weekend over a treat of a team's choosing!
Parking
There are many pay-to-park garages near our office, including in our building, the Aon Center.
Recreational Clubs
We have a variety of StrataSports teams participating in Chicago intramurals all year long.
Relocation Assistance
Fitness Subsidies
Strata has partnerships with a variety of fitness centers nationwide that our team can take advantage of!
Home Office Stipend for Remote Employees
Our team is eligible to be reimbursed through our monthly stipend program to offset the cost of technology usage as well as other home office needs.
Professional Development Benefits
Job Training & Conferences
We offer extensive new hire training and employee development programs alongside our Education Grant program for our people to expand their knowledge and skills in and outside of Strata.
Diversity Program
Lunch and learns
Strata hosts monthly lunch and learns.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 mentorship, cross-department mentorship, career mentoring and leadership mentoring.
Continuing Education stipend
Our Education Grant program offers $500 annually, after your first year, for continuing education.
Time allotted for learning
Online course subscriptions available
Customized development tracks
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