Nuance

Technical Consultant

US-Remote
Job ID
1-31326
Category
Professional Services - Software Development or Programming
Pos. Type
Full Time

Company Overview

At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.

 

Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.

 

Join our Healthcare team...caring for clinicians the way they care for patients. Beyond words. We create technology that lets clinicians capture and document care quickly and easily so they can focus their attention on their patients.

 

Job Summary

Team Description:

Government Programs is a client-facing, cross-functional, remote team dedicated to serving the Veterans Health Administration (VHA) and other Federal hospitals with Nuance and partner software solutions.  Our products include Dragon, coding, compliance, revenue, workflow, clinical documentation improvement, and CLU-powered solutions for providers, CDI specialists, coders, and others.  We value associates who help our clients achieve outcomes that deliver measurable value, work effectively with a team, and maintain accountability to themselves, to our clients, and to each other.

 

Role Summary:

Under general supervision, provide software implementation and support services to customers to achieve high satisfaction.   Drawing upon a broad understanding of Windows operating systems, computer networking, and system administration, identify and use appropriate tests, procedures, and troubleshooting steps to assist customers.  Perform systems analysis of advanced complexity to troubleshoot and quickly determine cause, effect, effective solutions, and immediate workarounds.

 

Responsibilities:

  • Install software - Assure software is installed on supported systems using existing procedures, checklists or guidelines to achieve expected results. Troubleshoot installation issues of advanced complexity.
  • Configure software (including interfaces) - Assure software is configured according to user specifications to achieve expected results using existing procedures, checklists or guidelines. Utilize advanced skills in report writing and project management to engage clients in understanding and meeting their needs.
  • Provide technical product support (external and internal customers) - Consult with users, gather data, and analyze detailed log results to clearly define reported system problems. Design, develop, and test hypotheses regarding the root cause of system failures.  Create tests to rule out potential causes and identify the actual component at fault.  Reproduce errors on other systems and document them so they can be reproduced independently from customer systems and databases.  Exercise discretion to invent workarounds to errors, document interim or final procedures, and communicate appropriately to customers in a manner to minimize the risk of user error and avoid downstream ill effects.  Respond, track, follow up, refer, and escalate in a timely manner to achieve a high level of customer satisfaction.
  • Draft, test, review, and approve documentation - Create documentation for end users, partners, and/or colleagues to help assure smooth system operations, minimize the risk of data loss, and enhance customer self-service. May review and approve the work of others.
  • Provide internal support - Assist other departments with technical tasks as needed.   Conduct classes and train junior level analysts as needed. Perform special projects as assigned

 

Required Qualifications:

  • Bachelor’s degree or equivalent experience
  • Minimum 3-4 years’ experience working professionally with application software in any capacity, such as support, quality assurance, sales support, web site development, software integration, or software development
  • Broad proficiency in Windows operating systems, computer networking, and system administration duties to resolve common and rarely encountered client issues
  • At least one current technical certification demonstrating proficiency in core area(s) of job requirements, including operating systems, networks, and/or DBMS software. Microsoft Certified Professional (MCP) and/or Microsoft Certified System Administrator (MCSA).  Microsoft Certified Systems Engineer (MCSE or MCITP) preferred.
  • Ability to maintain self-discipline and communicate effectively while working remotely, maintaining a high awareness of client needs; ability to exercise tact and discretion in working with partner companies
  • Willing to undergo and able to pass a US Government background investigation, and meet client requirements to request and maintain access privileges

 

Preferred Qualifications:

  • Ability to travel if required by business needs.
  • Experience with database management systems (such as Microsoft SQL Server) and/or server based applications is especially useful.

 

Additional Information

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

 

Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5000 – Human Resources Department and let us know the nature of your request and your contact information.

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