Technical Product Specialist
Telus International Diversit

Description and Requirements

Role Summary

As a Technical Product Specialist, you will be responsible for providing technical knowledge for various tools, data and metrics to identify root causes, triage, troubleshoot, document and resolve issues while monitoring key product health indicators. You will be in charge of alerting relevant cross-functional teams & collaborating with stakeholders to determine and communicate solutions while handling repeatable and measurable technical tasks and workflows.

The ideal candidate will have a background in the clinical field with a combination of tech, customer, and quality skills.

Role Responsibilities

• Identify and respond to product bugs and feature requests while sharing product expertise and taking ownership of third-party software, systems and hardware environments to resolve and escalate issues
  
• Reviewing, researching, documenting, and communicating workarounds to urgent incidents on a real-time basis.
  
• Adhere to Incident, Problem, Change and Service Management based on Information Technology Infrastructure Library (ITIL) best practices
  
• Set up and coordinate maintenance activities for 'live' products/customers
  
• Take ownership of technical operations while monitoring, alerting, evaluating and responding to customer data quality and availability issues.
  
• Perform tasks to help with customer releases including (but not limited to) testing, user acceptance tracking, issue logging, release tasks and communication etc.
  
• Scaling data mapping, validation and troubleshooting tasks by following operational playbooks, dashboards and systems
  
• Set up and coordinate maintenance activities for 'live' products/customers
  
• Run workflows and processes related to deployment and customer support
  
• Build product expertise on Care Studio products and features, specifically Care Studio desktop / mobile features and other products like Salesforce, Data Mapper, Command Center etc.
  
• Collect and organize quantitative and qualitative product data and feedback; delivering insights that inform product decisions across the organization.
  
• Actively create and evolve technical content/certifications for the knowledge base and communicate/train wider team on specific features and launches
  
• Become a tier 2 escalation point for user support teams. Equip them with the information and processes required to support new products (training, documentation, resolution paths, FAQs, etc).
  

Role Requirements

• +5 years of experience working in a technical troubleshooting position in a product operations environment.
  
• +5 years of experience working in the clinical/health/physician field.
  
• Experience operating in EHR/EMR systems workflows
  
• Ability to deep dive into technical details (logs, code, error messages) and communicate to non-technical audiences.
  
• Experience working with a query language (SQL) and/or programming scripting language (Python/Java).
  
• Experience with Google Cloud products - Google Healthcare APIs, FHIR Store and/or GCP is a plus.
  
• Strong familiarity with data pipeline and data transfer/transportation mechanisms, particularly healthcare-specific methods (e.g. HL7v2, FHIR, Dicom, ETL) is a plus.
  

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be

successful, all applicants must demonstrate behaviors that are reflective of our values:

• We embrace change and initiate opportunity

• We have a passion for growth

• We believe in spirited teamwork

• We have the courage to innovate

At TELUS, we are committed to diversity and equitable access to employment opportunities based

on ability.

Additional Job Description

As a Technical Product Specialist, you will be responsible for providing technical knowledge for various tools, data and metrics to identify root causes, triage, troubleshoot, document and resolve issues while monitoring key product health indicators. You will be in charge of alerting relevant cross-functional teams & collaborating with stakeholders to determine and communicate solutions while handling repeatable and measurable technical tasks and workflows. The ideal candidate will have a background in the clinical field with a combination of tech, customer, and quality skills.

This job has expired.