Client Support Operations Analyst at Solventum in Silver Spring, Maryland

Job Description:

Thank you for your interest in working for our Company. Recruiting the right talent is crucial to our goals. On April 1, 2024, 3M Healthcare underwent a corporate spin-off leading to the creation of a new company named Solventum. We are still in the process of updating our Careers Page and applicant documents, which currently have 3M branding. Please bear with us. In the interim, our Privacy Policy here: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ continues to apply to any personal information you submit, and the 3M-branded positions listed on our Careers Page are for Solventum positions. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description:

Client Support Operations Analyst

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers' toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You'll Make in this Role:

As a Client Support Operations Analyst, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. In this role, you will make an impact by:

• 
  Enhancing Customer Experience: Providing technical support to ensure the seamless operation of Solventum software and interfaces, reducing system downtime, and improving client satisfaction.


• 
  Resolving Technical Issues: Assisting customers with troubleshooting software applications, interfaces, and system configurations.


• 
  Optimizing System Performance: Conducting system health checks and identifying opportunities to enhance efficiency.


• 
  Ensuring Effective Escalation: Managing escalations and collaborating with senior resources and development teams to resolve complex technical issues.


• 
  Supporting Team Collaboration: Working closely with internal teams, including Customer Care and Development, to address technical concerns and improve customer support processes.


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  Driving Process Improvements: Identifying opportunities to enhance workflows and improve support efficiency.


• Manage projects and operational reporting activities between Client Support internal teams and Product Development.


• Support process improvements by documenting troubleshooting steps, solutions, and best practices.


• Assess and manage the mechanisms for providing exceptional technical communication between Client Support and Development. Make recommendations for changes in processes, procedures, and systems. Implement changes as approved or as required.


• Create long-term strategies for improved processes growth between Client Support, I&T, Client Success, and Development.


• Assist in identifying operational reporting focusing on various processes within support case management.


• Participate in direct client calls addressing various application topics.


• Work on individual, team, and special projects as required.


• Represent Solventum in communications with external customers and Solventum departments.


• Collaborate with Client Care, Development, and Product Owners to address technical concerns identified by Solventum clients.


• Build credibility and trust with Solventum HIS customers and departments by providing solutions to software issues, inquiries, and problems.


• Identify areas of opportunity to improve operational metrics to improve customer satisfaction.


• Required to provide after-hours on-call support as necessary

Your Skills and Expertise

To set you up for success in this role from day one, Solventum requires (at a minimum):

Bachelor's degree or higher (completed and verified prior to start) from an accredited university and (7) seven years of Health information,client services/client care work experience in a private, public, government or military environment

OR

High School Diploma/GED from AND (11) eleven years of Health information, client services/client care work in a private, public, government or military environment

AND

(3) three years of experience in Health Information Software project management

Additional qualifications that could help you succeed even further in this role include:

• Project Management Professional Certification (PMP)


• Prior experience with IT service management tools (e.g., ServiceNow, Jira, or similar).


• Excellent communication and collaboration skills for working with both technical and non-technical stakeholders.


• Working knowledge of internal Solventum HIS product portfolio


• Embrace a challenging and changing business and process environment


• Possess excellent problem solving, non-supervisory team management, and organizational abilities


• Creative in approach and not adverse to getting into the details and work hands on with the technology


• Proficient in MS Word, MS Excel, and MS Power Point


• Understanding of health care industry and Health Information Systems environments


• Display self-confidence when challenged within assigned areas and accept responsibility willingly


• Ability to manage multiple priorities and meet deadlines


• Maintain the highest standards of personal and professional integrity and ethics


• Capable of maintaining effective and professional customer relations in a fast-paced environment.


• Must consistently maintain a high degree of positive motivation with a strong commitment to meet operational goals.

Work location: Remote-United States

Travel: May include up to 10% domestic/international

Relocation Assistance: Not authorized

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being

Solventum offers many programs to help you live your best life - both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope.

Applicable to US Applicants Only:The expected compensation range for this position is $119,076 - $145,537, which includes base pay plus variable incentive pay, if eligible. This range represents a good faith estimate for this position. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate's relevant knowledge, training, skills, work location, and/or experience. In addition, this position may be eligible for a range of benefits (e.g., Medical, Dental & Vision, Health Savings Accounts, Health Care & Dependent Care Flexible Spending Accounts, Disability Benefits, Life Insurance, Voluntary Benefits, Paid Absences and Retirement Benefits, etc.). Additional information is available at: https://www.solventum.com/en-us/home/our-company/careers/#Total-Rewards

Responsibilities of this position include that corporate policies, procedures and security standards are complied with while performing assigned duties.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process. Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Please note, Solventum does not expect candidates in this position to perform work in the unincorporated areas of Los Angeles County.

Solventum is an equal opportunity employer. Solventum will not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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