Sr Technical Support Consultant

Join our Team as Sr. Technical Support Consultant ! Why Veradigm? At Veradigm, we're at the forefront of providing innovative healthcare technology solutions, and we believe in empowering our team to grow, learn, and make a real impact. If you're looking for a dynamic role that offers growth potential, hands-on experience, and the opportunity to work with cutting-edge technology, this is the place for you! Job Summary Provides advanced, senior‑level technical support to customers via telephone and Internet (email, chat, remote tools). Acts as an escalation point for complex and high‑severity issues , applying independent judgment and deep technical expertise. Performs root cause analysis , recommends long‑term corrective actions, and helps prevent issue recurrence. Maintains detailed documentation of system issues and communicates trends and feedback to Product and Engineering teams. Possesses strong functional and technical knowledge of Veradigm products and healthcare workflows. Demonstrates strong understanding of healthcare IT systems, interoperability within different EHR’s and HISP, HIE’s and industry standards. Mandatory Skills Proficiency in OS, and networking fundamentals (Microsoft technologies). Solid understanding of Windows server environments. Strong team player – collaborates well with others in multiple time zones; ability to share knowledge with team members. Excellent organizational, communication, interpersonal, and time-management skills with the ability to multi-task and prioritize own work. Preferred Skills Experience with MedAllies portal or equivalent Health Information Service Provider/ Secure Health Information Exchange tooling. Understanding of EHR interoperability standards — ePHI workflows, care transitions, referral management. Understanding and knowledge of SQL, XML/CCDA Experience with hosted healthcare infrastructure or similar environments. Required Experience: 4-7 years in EHR IT support or healthcare IT operations (2-3 years at specialist/senior level) Working Arrangements:  US Time zone Shifts Job Responsibilities: Provide day-to-day support via an internal support ticket system tool. The candidate will be responsible for understating and fulfilling requirements based on SLA and the priority of tickets. Manage gateway adaptor services, TLS certificate lifecycle (renewal, import, validation), and environment-specific server configurations while following change control processes to ensure SOP compliance. Act as the go-to SME for Direct Messaging within the team; mentor junior analysts on case handling and troubleshooting methodology. Interact with customers via ServiceNow, calls, email, or chat to resolve complex Direct Messaging issues at the Tier 2/3 level within EHR environments. Maintain high quality of delivery, provide regular updates to the customer, client leadership, and product team; Ensure all configuration, testing, and client communications are detailed in the appropriate ServiceNow case. Communicate with the product support management to improve on a current design or to identify possible problems with the design; Constantly learn, enhance skills, and identify opportunities for process improvement leveraging a deep understanding of assigned work. Serve as the escalation point for complex client issues, collaborating with vendors, product, and engineering teams to drive resolution while documenting solutions and building knowledge content to uplift team capability. Stay abreast of current technology in products, design changes, and new products offered. Benefits Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work. Through our generous benefits package with an emphasis on work/life balance, we give our employees the opportunity to allow their careers to flourish. Quarterly Company-Wide Recharge Days Flexible Work Environment (Hybrid) Peer-based incentive “Cheer” awards Tui ... (truncated, view full listing at source)