• Sr Process Analyst

    Job Locations IN-Pune
    Posted Date 3 weeks ago(3 weeks ago)
    Requisition ID
    Client Service/Support
  • Overview



    Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.


    The primary purpose of this role is to provide the IS process coordination and liaison to and between various parties.


    Problem Management

    Job Description

    • To facilitate and coordinate the identification of a root cause for customer Major Incident escalations
    • To facilitate and coordinate in the design of corrective action plans to prevent and/or minimize the adverse effect of future Incidents and Problems
    • Identify proactive monitoring opportunities to prevent and remedy the occurrence of incidents, problems and errors. 
    • To proactively identify problem areas and to advocate for improvements to existing processes, products, and platform
    • To evaluate root cause trends and to drive change to achieve greater system stability and usability in order to maximize customer system uptime.
    • Improve processes or techniques for more efficient and effective root cause analysis
    • Serve as subject matter expert for Problem Management processes and methodology
    • Train and mentor others in Problem Management to ensure quality and accountability

    Required Skills

    • Creative problem solving – following an issue through to its logical conclusion (root cause) and escalating where necessary.
    • Understands needs and expectations, evaluates information, uses experience in forming opinions, synthesizes information from multiple sources, evaluates the benefits of alternative solutions and their impact to determine the most appropriate course of action to achieve goals.
    • Ability to work independently as well as being part of a team
    • Ability to work with cross functional teams and senior leaders to ensure desired results are accomplished
    • Adaptable enthusiastic quick learner.
    • Enthusiastic, flexible, career driven and responsible.
    • Writing skills – maintaining accurate documentation and technical authorship of complex documents
    • Confident communicator with excellent organizational skills 
    • Provides accurate and timely information and appropriate notification as required
    • 5 years technical experience supporting mission critical systems
      • Technical writing
      • Leading or assisting in major system recovery in large multi user environments
      • Comprehensive and holistic understanding of client-server technologies using relational database technologies such as SQL Server
      • Working knowledge of technologies involving Virtualization, Storage, Databases,  Networks, Windows platforms, and web server technologies (IIS)
    • Experience in ITIL Service Management recommended
    • Experience in customer support recommended


    • Senior: Practical understanding of this competency.


    Academic and Professional Qualifications:

    •  BA or BS degree preferred or other relevant combination of training and experience.



    • 4-6 years practical experience providing IS Process support for assigned subject area in an IT organization.


    Travel Requirements:

    •  N/A


    Working Arrangements:

    • 24 x7 as required
    • Work is performed in a standard office environment with minimal exposure to health or safety hazards


    At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.


    We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age; nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law.


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