Managed Services Engineer

Profile

Come join a winning team! Here at Imprivata, you\u2019ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.\u00A0\u00A0While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.\u00A0We are seeking a\u00A0Managed Services Engineer\u00A0to join our team for this remote opportunity working out of the West Coast or Mountain Time Zones.\u00A0Job SummaryThe Managed Services Engineer is responsible for supporting the implementation and leading the ongoing administration of Imprivata\u2019s product platform, cloud-hosted or installed on-premises at customer sites. The role requires this individual to perform complex technical analysis, workflow analysis, implementation planning, and hands-on technical configuration. By proactively engaging with the customer to guide them through technical changes then providing ongoing project planning, communications, and consultative guidance this role ensures maximal value delivery and return on investment (ROI) to the customer. The role also requires this individual to occasionally field and respond to requests for support from customers and serve in an on-call capacity outside of regular business hours. In addition, this position will be called upon to provide overall technical leadership and deep subject matter expertise, assist with the training of new team members, create and pilot new services offerings, and lead large complex strategic customer engagements.Duties and ResponsibilitiesProvide technical environment assessment and strategic recommendations in support of maximizing value to customers.Advise and influence assigned customers to follow Imprivata best practices.Ensure the renewal of subscription Managed Services by providing outstanding customer service at all times.Proactively monitor progress, identify risks, track and provide guidance to resolve issues.Own the customer lifecycle and responsibility for ongoing health of the Imprivata enterprise by performing technical administration tasks including installation, configuration, and testing of Imprivata products, tactical management throughout implementation, ongoing adoption, and expansion phases.Contribute to the creation & maintenance of project and process related 'best practice' methodologies, training and documentation.Act as a solutions expert in the Imprivata product line and understand how we integrate with various technologies (Citrix, VDI, AutoIT, etc.).Assist with maintaining a repository of related documentation pertaining to the customer\u2019s Imprivata enterprise.Provide training for internal technical initiatives. This includes development of Technical Collateral, Field Workshops, and best practices methodologies.Deliver advanced level training to both customers and channel partners on Imprivata\u2019s products.Establish and facilitate recurring customer meetings, and manage communication of status updates, deployment health reports, and recommendations to customer stakeholders.Lead responses to certain support requests and troubleshooting efforts on behalf of Managed Services customer accounts, whether independent of or in conjunction with Imprivata Customer Support representatives. This may include rotating on-call assignments outside of regular business hours.Organization of optimization projects, tasks, and related work requests on behalf of Managed Services customers.Track all key customer data and status updates within Imprivata\u2019 s CRM.Leadership of occasional onsite meetings or assessments as needed.Other duties as assigned.Required QualificationsBachelor\u2019s degree or equivalent work experience in Business, Computer Science Engineering or related discipline.7 years in the software industry with demonstrated expertise implementing enterprise software packages or custom systems.3 years of experience implementing or administering Imprivata products, primarily Imprivata OneSign. Experience with other Imprivata products (GroundControl, Privileged Access Management, Identity Governance) is a plus, as is Imprivata Certification.3 years of experience serving healthcare customers.Experience with Microsoft Windows Server OS.Experience with LDAP, Active Directory; Group Policy; and domain architecture and integration design.Strong knowledge with MS Active Directory, TCP / IP, HTTP, SSL, HTML.Strong knowledge of Virtualization Technologies such as Citrix, VMWare, Hyper-V.Strong knowledge of thin-client and zero-client configurations, in addition to thick clientsWorking knowledge of TCP/IP, HTTP, SSL, HTML.Client install packaging experience such as LANDesk, SCCM, AD Group Policy. \u00B7 Proven ability to explain complex technical topics related to system architecture and design to non-technical audiences.Knowledge at API level of 3rd party applications.Knowledge of scripting technologies at the UI level Scripting experience with one of the following: VBScript, JavaScript, AutoITExperience with support CRM systems. Salesforce experience a plus.Excellent verbal and written skills, as well as leadership, organizational and time management, presentation, and independent problem solving skills.Technical project management experience is a plus.Experience implementing and supporting applications in a healthcare context for clinical users.Ability to work under pressure and meet deadlines.Self-motivated and positive customer service attitude.High level of comfort working in complex customer environments and providing delivery that is highly and consistently responsive to internal and external customer expectations.Able to guide the customer toward high-value business outcomes as relate to their investments in Imprivata solutions, while managing technical details and organizational complexity.Requires ability to accurately estimate, plan, and provide up-to-date reports during engagements.Ability to manage, negotiate and influence at both the operational and executive levels.This role requires occasional overnight travel, including air/rail/car transport within the North American Region up to 20%.This position offers a salary range of $106,000.00 to $135,000.00 (inclusive of variable compensation such as bonuses and incentives). In addition, more information about Imprivata\u2019s benefit offerings can be found here. This salary range represents the high and low end of Imprivata\u2019s salary range for this position. Actual salaries will vary and may be above or below the range based on various factors, such as a candidate\u2019s location, skills, experience, and qualifications.\u00A0At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!\u00A0\u00A0Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.\u00A0\u00A0#LI-Remote

Company info

Imprivata, Inc.
Website : http://www.imprivata.com