Company: Lantana Consulting Group provides services and software for standards-based health information exchange. We have built our expertise through nearly two decades of development and deployment of technical specifications and interoperability solutions. As a distributed company with no single brick-and-mortar office, Lantana can hire the best available talent and offer a flexible work schedule. We are a rapidly growing Employee-Owned organization who takes pride in improving public health, quality of care, and research.

Primary purpose: Establishes, manages, and operates a technical-support desk for a healthcare software application that interfaces with hospitals’ electronic health records (EHRs) and the CDC's National Healthcare Safety Network (NHSN). Focuses on ensuring seamless data transmission, resolving client issues, and maintaining the overall functionality and reliability of the software system.

A successful candidate will:

• Establish and document support-desk processes and procedures. 
• Manage and respond to client tickets through ServiceNow. 
• Use the Atlassian platform, particularly Jira, to manage internal tickets, track issues, and maintain project documentation.
• Troubleshoot issues related to our software application, including connectivity problems, data transmission failures to NHSN, and integration issues with hospitals’ EHRs.
• Act as liaison between clients, our development team, and external partners.  
• Maintain detailed ticket records and generate regular reports on support activities. 
• Contribute to the continuous improvement of our software and support processes.

• Associate’s degree or higher in Computer Science, Engineering, or related discipline 
• At least three years of experience in technical support, preferably in healthcare IT or software support
• Experience establishing support process for new products or services
• Strong knowledge of networking concepts and troubleshooting techniques
• Understanding of healthcare operational processes and their integration within the healthcare environment
• Experience with ticket-management systems, preferably ServiceNow and Jira
• Experience using telemetry tools (such as Grafana, Prometheus, Loki, and Splunk) or similar tools for monitoring system health, performance, and security
• Excellent problem-solving and analytical skills
• Strong written and verbal communication skills, with a portfolio of writing samples demonstrating proficiency
• Strong customer-service orientation and ability to work effectively with clients
• Ability to successfully complete a Position of Public Trust Level 5 background investigation 

Preferred qualifications:

• Hands-on experience implementing healthcare data standards (e.g., HL7, FHIR)
• Knowledge of HIPAA regulations and healthcare-data best practices
• Familiarity with CDC reporting systems, particularly NHSN
• Basic scripting skills for automating routine tasks and enhancing support capabilities
• Knowledge of networking concepts and protocols for troubleshooting network-related issues

Additional Job Information:

• This position is 100% work-from-home/remote apart from the annual company meeting, held as conditions allow.
• Lantana is an equal opportunity employer. All qualified applicants for current openings will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, veteran status or on the basis of disability. 
• For this position, we are not accepting applicants outside of the United States.