Managed Services Engineer - Identity Governance

Description
Come join a winning team! Here at Imprivata, you'll 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.
While 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.
We are seeking a Managed Services Engineer - Identity Governance to join our team. This is a hybrid role based out of our Waltham, MA; Austin, TX; or St. Petersburg, FL office.
Job Summary
The Managed Services Engineer is responsible for supporting the implementation and leading the ongoing administration of Imprivata's product platform, cloud-hosted or installed on-premises at customer sites. The role requires this individual to perform complex technical analysis, workflow analysis, implementation planning, and hands-on technical configuration. By proactively engaging with the customer to guide them through technical changes then providing ongoing project planning, communications, and consultative guidance this role ensures maximal value delivery and return on investment (ROI) to the customer. The role also requires this individual to occasionally field and respond to requests for support from customers and serve in an on-call capacity outside of regular business hours. In addition, this position will be called upon to provide overall technical leadership and deep subject matter expertise, assist with the training of new team members, create, and pilot new services offerings, and lead large complex strategic customer engagements.
Duties and Responsibilities

• Provide 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.
• Proactively 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 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 Imprivata Identity Governance and understand how we integrate with various technologies (AD, Exchange, HR and EHR Systems).
• Hands on scripting and coding to support the core product functionality.
• Perform comprehensive evaluations focused on how the nuances of customer environments compare to Imprivata best practices. Using the results of these evaluations, make sound technical decisions that ensure desired outcomes.
• Assist with maintaining a repository of related documentation pertaining to the customer's Imprivata enterprise.
• Build and design complex business workflows.
• Create architecture and process flow diagrams related to Identity Governance to aid in application expansion.
• Collaborate closely with Product Management to communicate customer feedback regarding product and functionality, aiming to enhance and improve the overall product experience.
• 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 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 Imprivata' s CRM.
• Leadership of occasional onsite meetings or assessments as needed.
• This role requires occasional overnight travel, including air/rail/car transport within the North American region, up to 20%.
• Other duties as assigned.

Required Qualifications

• Bachelor's degree or equivalent work experience in Business, Computer Science Engineering, or related discipline.
• 7+ years in the software industry with demonstrated expertise implementing and supporting enterprise software packages or custom systems.
• 3+ years of experience serving healthcare customers.
• Hands-on experience either with the following technologies or equivalents:
  • JavaScript
  • Java
  • Java Beanshell
  • SQL
  • Active Directory (knowledge of basic attributes, user and group management)

• Knowledge of Networking, TCP/IP protocols, DHCP, SMS, Active Directory, Certificate Authorities, Exchange and IIS as it pertains to server configuration and maintenance is a plus.
• A basic understanding of Operating Systems.
• Knowledge of common information technologies deployed with enterprise-class solutions including, but not limited to, networks, Microsoft Windows-based workstation platforms, wireless client devices, terminal servers, directory services, RDBMS servers, and automated software distribution software.
• Working knowledge of server administration and setup. Proven ability to explain complex technical topics related to system architecture and design to non-technical audiences.
• Experience implementing, administering and supporting Imprivata Identity Governance a plus.
• Experience with support CRM systems. Salesforce experience a plus.
• Excellent verbal and written skills, 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 position offers a s alary range of $ 1 21 ,000.00 to $14 8 ,000.00 (inclusive of variable compensation such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here . This salary range repr esent s the high and low end of Imprivata's salary range for this position. Actual salaries will vary and may be above or below the range bas ed on various f actor s , such as a candidate's location, skills, experience, and qualifications.
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!
Imprivata 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.
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