Customer Service Analyst 1-Support

Job Description

An associte in this role would be responsible for analyzing, configuring, testing, and implementing changes across Cerner/Oracle Health solutions. This role ensures that client requirements are translated into accurate system configurations while maintaining quality, compliance, and alignment with organizational standards. The analyst works closely with clients, internal stakeholders, and cross-functional teams to ensure safe, timely, and seamless delivery of changes.

Responsibilities

• Change Configuration & Implementation
  
  
  

Implement and configure changes in Cerner solutions based on client requirements and standardized build practices.

Manage end-to-end change lifecycle: request intake, analysis, scoping, build, testing, validation, and deployment.

Ensure builds follow established configuration guidelines and maintain consistency across environments.

• Requirements Gathering & Analysis
  
  
  

Work with clients, solution architects, and internal teams to understand business requirements.

Estimate work effort, clearly define scope, and document configuration details for each change request.

Identify dependencies and integration points across interconnected modules or solutions.

• Issue Investigation & Troubleshooting
  
  
  

Analyze and investigate configuration-related issues reported by clients or stakeholders.

Identify root causes and apply corrective changes without impacting other solutions or workflows.

Document resolutions and improvements for future reference.

• Collaboration & Communication
  
  
  

Provide clear status updates to clients, project managers, and internal teams.

Communicate risks, delays, scope changes, or dependencies proactively.

Translate technical configurations into understandable explanations for non-technical stakeholders.

• Compliance, Standards & Documentation
  
  
  

Ensure all changes adhere to organizational guidelines, quality standards, and SLAs.

Update configuration tracking tools, change logs, and documentation.

Maintain audit readiness and follow ITIL-based change management processes.

• Continuous Improvement
  
  
  

Identify opportunities to optimize workflows or standardize configuration practices.

Contribute to knowledge-sharing, training materials, and best-practice guides.

Support process improvements that enhance reliability and reduce rework.

Qualifications

Career Level - IC1

About Us

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