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Kodiak Senior Product Support Analyst

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Posted : Monday, December 25, 2023 07:47 AM

Your Journey at Crowe Starts Here: At Crowe, you have the opportunity to deliver innovative solutions to today’s complex business issues.
Crowe’s accounting, consulting, and technology personnel are widely recognized for their in-depth expertise and understanding of sophisticated process frameworks and enabling technologies, along with their commitment to delivering measurable results that help clients build business value.
Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a “Best Place to Work.
” We are 75 years strong and still growing.
Come grow with us! Job Description: The Senior Product Support Analyst role works within our Technical Support Services team to support and implement software via assigned tasks.
This role is working with little guidance to lead initiatives, complete tasks, work with immediate peers, and communicate across the immediate team.
Responsibilities: Applying current and learning new technical skills required to resolve often technically more difficult customer support cases/requests.
Proactively seeks in-depth knowledge of all the products and code worked on.
Applying prioritization across different types of requests along with proactively communicating workload and SLA concerns leveraging ticketing system.
Applying compliance standards across various product areas.
Creates and updates documentation related to products and services tasked with supporting/implementing.
Contributes to work process improvement concepts Skills: Team Leadership - Capable of informally managing interns and other staff.
Possibly manages one or two junior team members.
Does not look for glory and does not complain about work that needs to be done.
Assumes good decisions in others' work.
Broadly, you do what you say you are going to do.
Stakeholder Management - Is able to keep tangential teams informed and expectations managed around everyday work updates.
Uses judgement about others' reaction when disclosing information and opinions.
Hiring and Org Design - A competent interviewer.
Follows a structured hiring process and contributes to decisions.
Developing Others - Recognizes strengths of peers and looks for ways to support those strengths through project work.
Invests time in materials or processes to support team growth.
Peers see you as an informal coach.
Identifying Trends - Can recognize trends in customer usage.
Appears knowledgeable about trends in their industry.
Culture and Togetherness - Is conscious of signaling and tries to act as you expect other team members to act.
Works to develop good positive relationships.
Participates in team activities.
Troubleshooting - Can troubleshoot and fix errors that would have been solved by a junior employee.
Assists with root cause analysis.
Technical Understanding and Prioritization – Displays a clear technical confidence and understanding, prioritizes tasks and acts accordingly.
Technical Capability - Has a comprehensive knowledge of the software platform and is able to use more advanced features.
Compliance Mindset - Able to identify, assess and manage regulatory requirements.
Standard Operating Procedures - Communicates deviations from standard operating procedures.
Empathy and Humility - Constantly pushes for a better understanding of the needs and perspectives of those outside your viewpoint.
Makes sound decisions keeping customer in the forefront.
Growth Mindset - Open to learning new skills and recognizes weakness in themselves.
Initiative - Assesses and initiates tasks and projects independently.
Objectivity and Adaptability - Can change your mind over strongly held beliefs and pursue a new path with no loss of velocity.
Communication - Communicates with wider team.
Provides feedback on communication of others.
Product Knowledge - Understands the purpose of the product.
Learns how it can be adapted to meet different needs.
Qualifications/Requirements: Bachelor's degree in Computer Science, MIS, Information Systems or engineering fields, or equivalent experience 4-6 years of relevant experience in product support and/or product implementation 2-4 years of experience with Microsoft SQL Stack (T-SQL, SSIS, SSRS) Ability to develop product knowledge in a domain area, and across product lines Ability to work in a shifting environment while maintaining various levels of standardization and consistency Experience with ticketing system(s) preferably ServiceNow Experience with Microsoft Azure and/or Snowflake, a plus Technology certification, a plus About Kodiak Solutions This is an exciting time to join our growing Kodiak Solutions team! Recently, Crowe LLP reached a decision to divest its Crowe Healthcare Consulting practice, now Kodiak, in a sale to TPG, a global asset management firm that will be the perfect partner to take Kodiak to the next level.
The story around Kodiak is an impressive one.
Derek Bang, the practice founder and inventor of the group’s flagship software product for net revenue reporting, Revenue Cycle Analytics (RCA) came to Crowe nearly 20 years ago with an idea for a strategic pursuit in the Healthcare Industry through his previous experience as a Healthcare Auditor at a Big 4 firm.
Crowe invested in the idea, providing the resources and support necessary to launch the RCA product and organically grow the practice to its current state, now offering a broad suite of software and services that help healthcare CFOs solve challenges across financial reporting, revenue cycle, and risk and compliance.
Kodiak currently services more than 1,800 hospitals and 200,000 practice-based physicians across all 50 states.
Due to the unique complexities of the business such as technology and data security, it is time for a new partner with the appropriate expertise and resources to invest in the future growth of Kodiak.
The transaction will enable Kodiak to operate with greater flexibility and focus, positioning it to accelerate growth and expand its technology portfolio to better serve healthcare provider organizations across the county.
#LI-Hybrid Our Benefits: At Crowe, we know that great people are what makes a great firm.
We value our people and offer employees a comprehensive benefits package.
Learn more about what working at Crowe can mean for you! How You Can Grow: We will nurture your talent in an inclusive culture that values diversity.
You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations.
Learn more about where talent can prosper! More about Crowe: Crowe (www.
crowe.
com) is one of the largest public accounting, consulting and technology firms in the United States.
Crowe uses its deep industry expertise to provide audit services to public and private entities while also helping clients reach their goals with tax, advisory, risk and performance services.
Crowe is recognized by many organizations as one of the country's best places to work.
Crowe serves clients worldwide as an independent member of Crowe Global, one of the largest global accounting networks in the world.
The network consists of more than 200 independent accounting and advisory services firms in more than 130 countries around the world.
Crowe LLP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Crowe LLP does not accept unsolicited candidates, referrals or resumes from any staffing agency, recruiting service, sourcing entity or any other third-party paid service at any time.
Any referrals, resumes or candidates submitted to Crowe, or any employee or owner of Crowe without a pre-existing agreement signed by both parties covering the submission will be considered the property of Crowe, and free of charge.

• Phone : NA

• Location : 3399 Peachtree Road N.E., Atlanta, GA

• Post ID: 9001399558


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