Senior Managed Services Engineer

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Come join a winning team! Here at Imprivata, youu2019ll 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.u00A0u00A0While 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 Senior Managed Services Engineer to join our team for this Hybrid role working out of our Waltham, MA; Austin, TX; or St. Petersburg, FL offices.Job SummaryDo you enjoy working with the highly dynamic front-end frameworks? Are you adept at both strategic and tactical efforts? This opportunity may be for you. We need a highly motivated individual who can create and help implement a cross-product UI strategy. We need someone who is able to contribute but also eager to learn. In this role, you will work with a team of senior engineers across our on-prem products and our hybrid enterprise cloud platform. You will assist in UI development activities across Imprivatau2019s product portfolio to provide the best in class customer and user experience. You will continue to make hands on contributions and evolve our user interfaces. We are looking for someone who enjoys the challenge of tough technical problems and who wants to work on products helping over 1 million users every day in saving time, reducing frustration and providing better patient care. We need someone with a passion for building world-class applications and desire to make an impact on our organization and on real world problems.u00A0Duties 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 timesProactively 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.).Function as a technical expert with Imprivata products and demonstrate strong familiarity with each assigned customersu2019 specific product mix and environments.Facilitate the coordination of internal resources to resolve complex problems for assigned customers; provides oversight and guidance for all customer support activity related to assigned accounts.Assist with maintaining a repository of related documentation pertaining to the customeru2019s 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 Imprivatau2019s 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 Imprivatau2019 s CRM.Leadership of occasional onsite meetings or assessments as needed.Produce continuous improvements to the managed services team, toolset and process model. Act as a technical resource for other managed team members as needed.Other duties as assigned.Required QualificationsBacheloru2019s degree or equivalent work experience in Business, Computer Science Engineering or related discipline.10 years in the software industry with demonstrated expertise implementing enterprise software packages or custom systems.5 years of experience implementing or administering Imprivata products, primarily Imprivata OneSign. Imprivata Certification is required. Experience with other Imprivata products (GroundControl, Privileged Access Management, Identity Governance) is a plus.5 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 clients.Working knowledge of TCP/IP, HTTP, SSL, HTMLClient install packaging experience such as LANDesk, SCCM, AD Group Policy.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%.At 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!u00A0u00A0Imprivata 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.u00A0u00A0#LI-Hybrid

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