Technical Product Support Specialist

JOb:DOH Technical Product Support Specialist (SOW24-211)

Location : 4052 Bald Cypress Way

Tallahassee FL 32399

Client : state of FL

This scope of work is for technical product support specialist services on an hourly assignment basis for thedevelopment of new and existing functionalities required to support the Departments Health ManagementSystem (HMS) for the Florida Department of Health Office of Information Technology (Department). TheHMS is a self-developed and Federally-certified Electronic Health Record (EHR) and practice managementsystem. Contractor will provide these services to the Department

CONTRACTOR QUALIFICATIONS AND EXPERIENCE:

Contractor staff assigned to this agreement must possess the following minimum qualifications andexperience:

5.1. Five years of documented experience performing business process analysis on an agile softwaredevelopment team.

5.2. Five years of documented customer technical support experience.

5.3. Two years of documented experience performing application development on a Certified ElectronicHealth Record (EHR) product.

5.4. Five years of documented experience performing the software testing function that includes executing software tests documentation of defects and writing test cases and scripts.

5.5. Five years of documented experience producing business or technical documentation related to technical specifications requirements traceability matrices application interface design business process analysis and data flow diagrams.

CONTRACTOR RESPONSIBILITIES:

6.1. SERVICE TASKS: Contractor will perform the following tasks in the time and manner specified:

6.1.1. Participate in Joint Application Design (JAD) sessions with development teams to represent the interests of business stakeholders as directed by the Department. Participation includes providing accurate answers to questions regarding intended software functionality.

6.1.2. Perform validation of documented business requirements against business processes as directed by the Department.

6.1.3. Perform verification of developed software against business requirements and technical specifications as directed by the Department through User Acceptance Testing (UAT).

6.1.4. Identify document and submit opportunities for improving the efficiency of workflows represented within the software and increasing ease as software enhancements as directed by the Department. Identified opportunities must be documented using Microsoft Office and the Departments change and configuration management system.

6.1.5. Prepare and submit end user documentation using Microsoft Office software as directed by the Department for training and assistance including release documentation process flows and help screens.

6.1.6. Provide support daily for the Departments HMS related systems and downstream consumers of Department data as directed by the Department. Support requires providing answers to inquiries via email and phone researching user inquiries documentation of software issues in the Departments change and configuration management system and logging the user interaction in the customer ticketing system.

6.1.7. Communicate current issues enhancements and other information through email telephone or face-to-face with Department staff as directed by the Department.

6.1.8. Complete job required training as directed by the Department. Completion verification may include certificates sign-in sheets or verification via the Departments Learning Management System.