Project Associate

Job Description
As a member of the Product Knowledge team, you will be responsible for driving the corrective design of application flaws/bugs as well as the delivery of strategic business solutions for inquiries concerning complex functionality. The Product Knowledge Associate provides a distinguished level of support for a subset of athenahealth's products and services across all client segments?in both implementation and post-implementation stages. Individuals in this role must demonstrate a thorough understanding of athenaNet functionality and be proficient in differentiating between true application flaws and intentional design. Associates will exhibit a commitment to providing clients with the best possible service using a consultative perspective, a problem-solving mindset, and an ability to generate both accurate and timely solutions.
Position Summary:
As a Product Knowledge Associate, you will manage multifaceted application issues across athenahealth's products and services from receipt of the initial report to full implementation of resolution. The Associate will respond to reported requests and issues via CRM and will proceed to research those topics using existing documentation and resources at their disposal. When applicable, associates are responsible for collaborating with our product management and development teams to provide complex clarification surrounding intricate functionality and bug fixes. In addition to reporting true application flaws to our Research and Development teams, Product Knowledge associates are esteemed for their product proficiency and often serve as subject matter experts for both internal and client stakeholders.
Responsibilities may include, but are not limited to:
50% Resolution of submitted issues or requests for athenaNet Product Queues (Collector, Clinicals, Platform, Hospital, Analytics, and Communicator)
Utilizes all available resources to manage and gather information in order to investigate issues that are presented by both clients and internal teams
Demonstrates an ability to identify educational opportunities and provide feedback to members of other internal teams
Provide feedback to the Client Support Center (sometimes 1:1 and sometimes by way of their quality team) and meet with this group on a weekly basis to discuss cases identified as educational opportunities by our team.
Provide feedback regarding athenaNet content, Salesforce workflows and athenahealth processes.
Hold focus groups (in a classroom setting) with members of the Client Support Center to discuss common issues we see in cases (misrouted/classified incorrectly/insufficient documentation)
Communicates bug fixes directly to clients and provides transparency into prolonged tasks (tasks that are open to development for more than 6 months)
Aid in determining client impact/potential workarounds through SQL and extensive testing.
Communicate with clients over the phone, email, through Salesforce, and WebEx.
Interprets and explains technical verbiage of R&D effectively to internal, non-technical, teams
Serve as liaison between the development world and the client-facing teams of Athena.
Responsible for reading test plans/SQL queries/technical explanations within JIRA and translating them into a client facing communication.
25% Collaborate with Research and Development to establish prioritization of tasks based on stakeholder impact
Capitalizes on CRM reporting to affiliate all related client reports into one task for efficient review by development
Work closely with the CallDrivers team to gauge client impact and affiliate all related cases into one JIRA task.
Write queries within the Salesforce application (to better analyze the inflow/outflow)
Utilizes knowledge of JIRA to ensure original reports of longstanding issues are associated with existing, outstanding tasks
Search and query JIRA in a way that will allows team to identify these older Development Team QA tasks, understand them, and add newer, client-reported Salesforce cases to existing tasks.
Routinely queries athenaNet tables to assist in development's investigation
Uses SQL to gauge possibility of widespread client impact
Engages in routine meetings with the R&D team to confer regarding challenging client reports
15% Internal Stakeholder Communication
Coordinates with client facing teams to improve their overall understanding of functionality
Give presentations specific to athenaNet's different products to training classes
Participate in scheduled Lync Q&A time and have liaison relationships with several teams (Voice of the Customer, CSC Quality, CORS)
Provides timely updates for ongoing JIRA tasks that are with Research and Development
Delivers realistic, provisional, solutions to diminish any detrimental impact to our clients in the event of application bugs
10% Process Improvement
Identifies and communicates any inconsistencies in workflow to leadership
Updates internal documentation with knowledge garnered through troubleshooting and/or interactions with development
Send updates to O-Help on a weekly basis and participate in updating team's internal knowledge library multiple times a week.
Proactively seeks to develop and improve existing internal processes
Education, Experience, and Skills Required:
Bachelor's degree or equivalent experience required
3-4 years professional experience or 1+ years at athena
Demonstrated ability to assume independent responsibility for various projects
Strong problem solving, analytical, and quantitative skills
Effective verbal and written communication skills amongst diverse audiences
Desire to deepen understanding of athenaNet through SQL
Behaviors and Abilities Required:
Strong desire to build deep expertise across one or more athenaNet products
Takes responsibility for owning and implementing feedback received
Aptitude for working collaboratively to drive results
Ability to innovate in a fast-paced, but sometimes intense, rapidly-expanding company
Enthusiasm, idealism, creativity, dedication and an open mind

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