Technical Product Support Specialist

Technical Product Support Specialist

This scope of work is for technical product support specialist services for the development of new and existing functionalities required to support the Health Management System (HMS).

Contractor Qualifications and Experience

Contractor staff assigned to this agreement must possess the following minimum qualifications and experience:

• Five years of documented experience performing business process analysis on an agile software development team.
• Five years of documented customer technical support experience.
• Two years of documented experience performing application development on a Certified Electronic Health Record (EHR) product.
• Five years of documented experience performing the software testing function that includes executing software tests, documentation of defects and writing test cases and scripts.
• Five years of documented experience producing business or technical documentation related to technical specifications, requirements traceability matrices, application interface design, business process analysis and data flow diagrams.

Contractor Responsibilities

Contractor will perform the following tasks in the time and manner specified:

• Participate in Joint Application Design (JAD) sessions with development teams to represent the interests of business stakeholders. Participation includes providing accurate answers to questions regarding intended software functionality.
• Perform validation of documented business requirements against business processes.
• Perform verification of developed software against business requirements and technical specifications as assigned by the Customer through User Acceptance Testing (UAT).
• Identify, document, and submit opportunities for improving the efficiency of workflows represented within the software and increasing ease as software enhancements. Identified opportunities must be documented using Microsoft Office and the Customer's change and configuration management system.
• Prepare and submit end user documentation using Microsoft Office software as assigned by the customer for training and assistance including release documentation, processflows, and help screens.
• Provide support daily for the HMS, related systems and downstream consumers of customer data. Support requires providing answers to inquiries via email and phone, researching user inquiries, documentation of software issues in the customer’s change and configuration management system and logging the user interaction in the customer ticketing system.
• Communicate current issues, enhancements, and other information through email, telephone or face-to-face with customer staff.
• Complete job required training. Completion verification may include certificates, sign-in sheets or verification via the customer's Learning Management System.