Investigate, analyze, resolve or escalate alarms and service requests
Manage work queue in accordance with service level agreements and assist with balancing work volume across the team
Establish and model best practices for documenting investigation and issue resolution
Identify appropriate escalation paths to triage issues to second-level resources for resolution
Investigate and diagnose complex or high-impact performance issues on client domains and lead problem management processes to identify recurring alarms
Identify and implement process improvements
Increase team performance by creating and maintaining work instructions, reviewing quality of work and providing technical coaching and mentoring to the team
Implement software patches and upgrades
Work with Cerner suppliers in the maintenance and performance of assigned applications, hardware and systems
People Management Responsibilities (for associates with one or more direct reports):
Seek to understand disagreements, ensure all perspectives are heard and facilitate a plan for resolution.
Delegate the work appropriately, provide clear expectations and follow up to ensure progress and overcome roadblocks. Identify associates and team priorities based on business direction and adjust when needed.
Lead by example and share knowledge and experiences with associates and team. Create a respectful work environment where you advocate for your team, create accountability and recognize accomplishments.
Provide timely feedback to encourage success, ensure accountability and connect opportunities for your associates\' development.
Identify the right talent to achieve the desired results. Promote and build a diverse and cohesive team to accomplish objectives and align associates\' skills to fill gaps.
Org
Digital Factory
Additional Information
All employees must be legally authorized to work in the country where the position is located. Work visa sponsorship is not available for this position.
Career Level
Senior Professional
Company Overview
Cerner is a place where people are encouraged to innovate with confidence and focus on what is important - people\'s health and the care they receive. We are transforming health care by developing tools and technologies that make it more efficient for care providers and patients to navigate the complexity of our health. From single offices to entire countries, Cerner solutions are licensed at more than 25,000 facilities in over 35 countries.
Cerner\'s policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Cerner is proud to be a drug-free workplace.
Org Unit
Technology
Qualifications
Basic Qualifications
At least 8 years total combined related work experience and completed higher education, including:
At least 2 years customer service, call center, hospitality and/or technical support work experience
At least 6 years additional work experience directly related to the duties of the job and/or completed higher education, including:
Bachelor\'s degree in Computer Engineering, Computer Science, Information Systems, Software Engineering, or related field, or equivalent relevant work experience
Preferred QualificationsExpectations
Perform other responsibilities as assigned
Willing to work additional or irregular hours as needed and allowed by local regulations
Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position
Associate Type
Regular
Job Level
Professional 3
Working Environment
Hybrid & Onsite: No Relocation Assistance Offered
Job Function
Support Services & Operations
Government Job
NO
Working Environment Description
This position offers a Hybrid & Onsite working environment. Meaning you will split working time between a Cerner office or client site and remote. If your current geographical location requires relocating, Cerner will not offer relocation assistance to the specified location. #LI-Hybrid