Document Management & Workflow Technical Support Team Lead-14035868
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Description
Delivery of Level 3 “hands on” technical support to key customers across the UK. As a key member of the wider technical support capability, you will have lead technical support responsibility across multiple clients, within a managed services outsourced environment ensuring alignment to contractually agreed service levels. The role will include out of hours and weekend support where required and travel within the UK only.
Aspects of the role include the following:
* Provide Level 3 Document Management and Workflow solution technical support and resolution
* Liaise with Level 2 Support for problem management and escalation and customer communication
* Liaise with 3rd party infrastructure suppliers and software vendors for problem management, escalation and resolution
* Liaise with operational Service Delivery team where required
* Customer interaction online or in person as required during significant incidents
* Participation in regular technical service reviews
* System administration, maintenance and monitoring
* Level 3 troubleshooting, root cause analysis and creation of required documentation including Root Cause Analysis (RCA) customer reporting.
* Develop operational live technical support documentation, operational procedures and scripts
* Escalate to and assist level 4 product support
* Work with the product vendors, customer and service delivery team to plan, test and deliver system, upgrades and changes.
* Knowledge of ITIL and service support processes
* Knowledge of Manages Services, ITO, SLA adherence
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Qualifications
**Skills - Essential**
* Java
* Web Services HTTP/SOAP Messaging
* Enterprise Java Beans
* Servlets
* Ajax
* Docushare v6 or greater and/or widely used Enterprise Content Management products e.g. Documentum, FileNet, OpenText, Sharepoint
* Windows Server (Infrastructure, Clustering)
* SQL Server (standard, enterprise, clustered)
* SAN storage, networking and infrastructure
* Virtualisation – Hyper-V, VMWare
* General Knowledge of ECM & Workflow/BPM concepts and functionality
* General Capture/Scanning Skills & Product Knowledge e.g. Kofax, Captiva
**Skills - Desirable**
* Microsoft IIS 6.0 and higher
* Connect Direct from Sterling Commerce/IBM and/or other MFT products
* Basic SAP knowledge
* IBM Records Manager and WebSphere
* Highly Available resilient solutions – clustering, disaster recovery, business continuity
* General Networking skills/awareness – config, routing, security, connectivity
* General Print knowledge including MFD/MFP capability & integration
* General Mobile App development, deployment, security knowledge
* General Cloud management, deployment, infrastructure knowledge
* Working knowledge of key common clinical systems for PAS/MPI, EPR, Results, PACS etc. with experience of data integration of similar, including HL7, ITK messaging and other common integration mechanisms especially integration engines in common use within the NHS such as Ensemble and Rhapsody
* Working knowledge of healthcare organisation structures, processes, terminology and culture. Process knowledge in areas central to the medical records lifecycle is particularly relevant, in both outpatient/inpatient, acute, community and GP settings.
* Working knowledge of relevant local, national and international healthcare standards in relation to records and document management, legal admissibility, medico-legal issues related to consent, privacy and access, long term archival, CNST, IG Toolkit, NHS LA and Quality Standards, eGIF and other relevant standards and legislation
* Working knowledge of Autonomy Meridio and Liquid Office suites and/or other eForm and Workflow products
*Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard*_to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox in the U.S. may request such accommodation(s) by sending an e-mail to__accommodations@xerox.com____
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*Job:* Client Relationship Management / Service Delivery
*Primary Location:* United Kingdom-Greater London-Uxbridge
*Organization:* Technology Business
*Schedule:* Full-time
*Unposting Date:* Ongoing
*Req ID:* 14035868