Summary of Position: The System Analyst is the primary technical resource supporting the successful integration of ARxIUM solutions into a customer environment. They are also an escalation point for service issues that cannot be resolved by a Customer Support Representative. The position is responsible for troubleshooting, resolving or identifying product issues (including hardware and software) and escalating bugs or defects to Product Development/Engineering. The System Analyst is also responsible to provide Customer Integration support, configure systems, perform interface programming, interface testing and perform user acceptance testing.
The System Analyst is a subject matter expert for the particular product family.
They are responsible for providing advanced technical support, investigating, analyzing, and resolving complex support case escalations.
Analyzes malfunctions in equipment/software and provides instructions to the Customer Support Representative to resolve the service ticket utilizing knowledge of mechanics/electronics, software, database, and/or interface development skills.
Interprets maintenance manuals, schematics, software/interface requirements and wiring diagrams.
Maintains service documentation. Responsible for timely and accurate completion of all paperwork and reports.
Liaisons with Product Line Manager or Product Development/Engineering to determine solutions to escalations or product/interface enhancements.
Provide software support and system configurations on projects.
Codes, tests, implements and supports product interfaces.
Interacts with customers to determine interface requirements and implements solutions according to the defined project guidelines.
Performs technical needs analysis.
Performs User Acceptance Testing.
Timely communications with the Customer Support team regarding changes, system interruptions, new tools and documentation resources.
Provides Customer Integration, Service and Sales support.
Contributing to a customer-focused environment that encourages information sharing, team-based resolution activity, with focus on improving customer and employee experience.
Ability to travel up to 25 percent of the time.
Responsible for following ARxIUM Policies and Procedures.
Performs related duties as assigned.
Broad technical knowledge base including mechanical, electrical and software including automated systems with sensors, servo motors, stepper motors, electrical grippers and robotic arms.
Knowledge or experience in using healthcare interfaces, HL7 messaging standards and application/data integration and methodology
Strong analytical problem solving and decision-making skills. Ability to handle difficult or sensitive situations.
Knowledge of LAN, WAN, VPN and TCP/IP technologies
Excellent time management and organizational skills.
Must have excellent computer skills. Proficiency with SQL, MS-SQL or Oracle Database querying.
Outstanding problem-solving skills; ability to think creatively to find resolutions to complex problems.
Basic understanding of pharmacy operations and systems preferred.
Thorough knowledge of Microsoft Office applications suite.
Must be familiar and/or trained with technical support know-how, blueprints, schematics, manuals, and other specifications to determine service procedures.
Ability to work well under pressure, managing multiple deadlines simultaneously.
Must work well within a team, have satisfactory written/reading communication skills.
Ability to work independently with minimum supervision.
Good customer service skills and is adaptable to changing environments.
Ability to communicate clearly with technical staff as well as less technical colleagues.
Ability to travel to customer sites for further investigation/issue resolution.
Highly motivated and self-disciplined
Bilingual in English and French is an asset.
Education and Experience:
Diploma or Degree in computer science, software development, mechanical, electrical, computer, biomedical engineering; or equivalent experience is desirable.
Minimum of 5 years of experience in Software Development, Healthcare IT, pharmacy automation or related experience.
Experience in healthcare industry is preferred.
Experience in creating/updating Service Manuals, Troubleshooting guides and Knowledge base is preferred
Physical Demands and Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus.
50% or more time is spent looking directly at a computer.
Ability to lift and/or move up to 50 lbs.
Associate is frequently required to stand, walk (or otherwise be mobile).
Ability to deal with stressful situations as they arise.
If you are smart, hardworking, have great ideas, and want to play a crucial role in the modern-era pharmaceutical industry, then join our team! ARxIUM offers a competitive salary and benefits package including a company match 401K and opportunity for personal and professional growth. In addition, you will be eligible to participate in the ARxIUM Employee Profit Sharing Bonus Plan, intended to give employees the opportunity to increase their earnings by contributing to the profitability of ARxIUM.
Please note that candidates need to be eligible to work in the U.S. now and in the future without ARxIUM sponsorship for an employment-based visa.
ARxIUM is an Equal Opportunity Employer - disability/veteran. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status or other characteristics protected by law.
If you are a job seeker and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone or via e-mail. In order to appropriately assist you with an accommodation, we ask that you please specify the assistance needed. The dedicated voicemail and e-mail options are reserved only for applicants needing accessibility assistance or an accommodation in order to apply for a job with us. Someone will get back to you within one business day.
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DISCLAIMER The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. There are many other manufacturing companies in Buffalo Grove competing for resources, some on our street – hydraforce and Flex, LTD.
ARxIUM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status or other characteristics protected by law.