Employment Opportunities - Data Innovations North America

Current Openings:

 


Documentation Specialist

Data Innovations North America, the world’s largest and most successful clinical and blood laboratory Middleware Company, is currently seeking a Documentation Specialist. The Data Innovations Documentation Specialist‘s main responsibilities are to create, update and maintain the Company’s product documentation. This person has knowledge of commonly-used concepts, practices and procedures surrounding documentation requirements, however this person relies primarily on instructions and pre-established guidelines to perform the essential duties and responsibilities of the job

Essential Functions and Responsibilities :

  • Draft, update and maintain product documents, including training materials
  • Assist with documentation and printing of software release materials
  • Assist with the maintenance of the company’s training materials and documentation, including but not limed to product videos, knowledge base, demo databases and the company website
  • Assist with proofreading all user documentation associated with the company’s products
  • Point of contact for company documentation
  • Update help files for interface drivers and core software application
  • Resource for all departments in writing, proofreading and all other areas of documentation
  • Complete documentation projects and other related duties as assigned
  • Perform other related duties as assigned

Requirements
Knowledge, Skills, and Abilities:

  • Proficient with Microsoft Office (Excel, Outlook, Word, PowerPoint)
  • Proven ability to communicate clearly and professionally in verbal and written formats with both internal and external customers
  • Strong ability to write clear, concise documents on deadline
  • Excellent organizational skills
  • Ability to be self-motivated and to effectively manage and prioritize multiple projects/tasks
  • Ability to think thoroughly and independently
  • Ability to follow DI’s policies and procedures
  • Meet location requirements based in South Burlington, Vermont

Education and/or Experience

Associate’s Degree in related field and at least 2 years working experience in documentation or technical writing OR at least four years experience working in a related field from which comparable knowledge and skills can be acquired.

Physical Requirements/Working Conditions:
While performing duties of this job, the employee is predominately functioning in a sedentary light office position with high frequency of keyboarding, and computer use.

Preferred skills and experience:

In addition to the above requirements, the ideal employee/candidate will have experience with the following:

  • Familiarity of quality system requirements
  • Working knowledge of Microsoft SharePoint (strongly preferred)
  • Experience in MadCap Flare, and InDesign
  • Experience using pagination, web authoring and graphic design software

Supervision Level

This person reports directly to the Documentation Manager 

 

 
 Application Specialist

The Data Innovations Application Specialist is a mid-level position with working knowledge of Instrument Manager and/or Lab Information System Software. Their primary responsibility is to provide technical support to Data Innovations’ customers on our software products, services and general instrument interfacing in a call center environment. The person is expected to handle all types of customer calls and only escalate very complex issues to senior staff or Management.

Essential Functions and Responsibilities:

  • Provide technical support for Data Innovations’ software products, services and general instrument interfacing
  • Resolve and respond to customer requests in a polite, professional and timely manner
  • Create and maintain work instructions and other internal documentation
  • Track, update and maintain ownership and documentation on existing and newly assigned support cases
  • Provide customers with training on Data Innovations’ software products
  • Work with cross-functional departments on resolving escalated issues
  • Train and mentor new staff
  • Review and comment on SRSs for drivers to ensure usability
  • Carry a pager and respond to after-hour support calls
  • Lead Department meetings in the absence of Senior Staff
  • Act as liaison between CS and other departments as needed
  • As necessary, provide on-site and remote service for Data Innovations’ middleware solutions
  • Active participant in triage process
  • Complete other related duties as assigned

Requirements
Knowledge, Skills, and Abilities:

  • Proven problem solving approach
  • Ability to work independently
  • Strong interpersonal and communications skills; including ability to communicate highly technical concepts to people of varying level of technical competency
  • Possess high attention to detail
  • Excellent customer interaction skills
  • Ability to be self-motivated and to effectively manage multiple projects
  • Extensive experience and knowledge of computer hardware, computer networking, Microsoft operating systems and Microsoft Office Suite (Word, Excel and Outlook)
  • Working knowledge and understanding of Laboratory Information Software
  • Experience and high functioning level of knowledge of Instrument Manager, VmWare virtual machines, Serial device connectivity, Network Device Servers, Instrument Interfacing, and Cache Administration
  • Meet needs of potential travel obligations
  • Ability to follow DI’s policy and procedures
  • Meet location requirements in South Burlington, Vermont

Education and/or Experience
Minimum of an Associate's Degree and least 2 years of relevant professional experience, or at least 5 years relative working experience.

Physical Requirements/Working Conditions:
While performing duties of this job, the employee is predominately functioning in a sedentary light office position with high frequency of telephone communication, keyboarding, and computer.

Preferred skills and experience:
In addition to the above requirements, the ideal employee/candidate will have experience with the following:

  • Clinical laboratory experience as a licensed General Medical Technologist (ASCP, NCA or equivalent) with knowledge of:
  • Laboratory workflow in multiple areas of a clinical laboratory
  • LIS (laboratory information system) software administration
  • CAP requirements
  • InterSystems' Caché
  • Instrument interfacing
  • Previous experience with Instrument Manager
  • Project Management Experience
  • Experience with Microsoft SharePoint

Supervision Level
This person reports to the Customer Services Manager and provides some leadership/mentoring oversight to other Application Specialists


 
Maintenance and Support Associate

Data Innovations North America, the world’s largest and most successful clinical and blood laboratory Middleware Company is currently seeking a Maintenance and Support Specialist. Located in South Burlington Vermont, the Maintenance and Support Specialist performs all the necessary functions of the Support and Subscription Renewal Process Data Innovations’ products. This position is to provide the technical expertise and timely processing regarding all transitions pertaining to the Support and Subscription Renewal Process. This person is the primary point of contact for all internal and external customers providing communication, direction and proactive attention to renewals and the process that supports it. The Maintenance and Support Specialist is expected to work independently, needing little direct supervision.

Essential Functions and Responsibilities:

  • Manage all aspects of support and subscription renewals for software products developed at Data Innovation.
  • Initiate the Support and Subscription Renewal Process for assigned DI customers, subsidiaries, Business Partners, and end-users
  • Prepare support and subscription renewal notifications, letters, quotes and invoices
  • Classify renewals in the tracking system based on the payment status
  • Respond to inquiries from customers, Sales and Finance Department regarding purchased support
  • Investigate and resolve support renewal and subscription discrepancies and inquiries
  • Process support and subscription cancellations, reinstatements and ownership transfers
  • Assist with process documentation and enhancements
  • Run reports, queries  and provide analytical support for reporting metrics
  • Identify inefficiencies in the renewal process and promote the improvement of areas identified
  • Manage, perform initial review and seek approval on all legal language associated with renewal contracts
  • Perform other related duties as assigned

Requirements
Knowledge, Skills, and Abilities:

  • Proficient with Microsoft Office Suite applications, particularly Excel
  • Proven ability to communicate clearly and professionally in verbal and written formats with both internal and external customers
  • Ability to consistently follow-up a seek a resolution through to completion
  • Excellent organizational and customer service skills
  • Ability to operate under constant deadlines and productively handle and prioritize tasks
  • Ability to be self-motivated and to effectively manage multiple projects and understand a sense of urgency
  • Ability to think thoroughly and independently
  • Ability to follow DI’s policies and procedures
  • Meet location requirements based in South Burlington, Vermont

Education and/or Experience
Associate’s Degree in Business Administration or similarly related field and 1-3 years of relevant working experience particularly in a sales environment, or at least 3 years related working experience form which comparable knowledge and skills can be acquired.

Physical Requirements/Working Conditions:
While performing duties of this job, the employee is predominately functioning in a sedentary light office position with high frequency of keyboarding, and computer use.

Preferred skills and experience:
In addition to the above requirements, the ideal employee/candidate will have experience with the following:

  • Previous working experience in sales administration
  • Experience with 3rd party software including:
    • CRM
    • Microsoft SharePoint
    • Netsuite

Supervision Level

This person reports directly to the Support Renewal Specialist.
 
 

Triage Specialist

The Data Innovations Triage Specialist is the initial point of contact for customers calling in to Data Innovations’ support line, needing assistance with support incidents. The Triage Specialist’s main responsibilities are to log the incident, noting the necessary documentation in the incident tracking system, as well as determine the severity of the customer’s request and route it to the appropriate Customer Services team member. This person will be required to have a general understanding and working knowledge of DI’s commonly used concepts, practices, and procedures as it relates to DI’s products, services and customers. With training, the Triage Specialist will also be required to answer basic questions and provide resolutions to customer issues for questions that can be resolved in minutes. The Triage Specialist is expected to work independently, needing minimal direct supervision.

Essential Functions and Responsibilities:

  • Answer phones professionally and route calls to appropriate resource(s)
  • Identify the appropriate questions to ask the customer regarding their issue and log the incident in to the tracking system
  • Provide customers with basic product and service information
  • Respond to customer inquiries as necessary
  • Provide timely feedback to the department manager regarding service failures or customer concerns
  • Identify and escalate priority issues
  • Monitor the queue for incidents that are at risk of aging beyond team response goal times and escalate the issue to the appropriate person, such as a team member, manager or Director of Operations
  • Support Application Specialists on basic customer technical support questions
  • Be the face of the organization greeting visitors
  • Assist in department projects across the organization as assigned
  • Perform other related duties as assigned

Requirements
Knowledge, Skills, and Abilities:

  • Working knowledge of Microsoft Office (Excel, Outlook, Word)
  • Excellent verbal, written communication and listening skills
  • Strong problem analysis and problem solving skills
  • Ability to work independently with, minimal guidance
  • Possess key skills to handle stressful situations
  • Ability to organize and manage multiple priorities
  • Must be able to meet the Company’s attendance requirements  as well as follow all of DI’s policies and procedures
  • Meet location requirements based in South Burlington, Vermont

Education and/or Experience
Associate’s Degree and at least 1 year of related work experience, such as Administrative Support, Call Center or Help Desk experience OR at least 3 years of related work experience.

Physical Requirements/Working Conditions:
While performing duties of this job, the employee is predominately functioning in a sedentary light office position with high frequency of telephone communication, keyboarding, and computer.

Preferred skills and experience:
In addition to the above requirements, the ideal employee/candidate will have experience with the following:

  • Desire to learn and ability to comprehend and understand technical questions related to software and general instrument interfacing
  • Experience with 3rd party software including:
    • CRM
    • Microsoft SharePoint

Supervision Level
This person reports directly to the Customer Services Manager, but may take direction from other members of the Customer Services Team.


 
To apply for Data Innovations - North America positions:

If you are interested in working for a leading laboratory software company, send us your resume today.

 

Benefits of Working for Data Innovations North America

  • Competitive salary
  • Matching 401(k) 
  • Comprehensive, highly-desirable benefit plan including medical, dental, vision, short and long term disability
  • Generous paid time off 

If you are interested in working for a leading laboratory software company, send us your resume today.

Data Innovations, LLC is an E-Verify Employer

Equal Opportunity Employer