Technical Consultant II

Technical Consultant II

The Technical Consultant II provides advanced technical support, business analysis, and technology enablement for assigned departments or service lines. This position serves as a primary liaison between business partners and technical teams, independently assessing moderately complex needs, clarifying requirements, coordinating issue resolution, and supporting the implementation and adoption of technology solutions. The TC II identifies recurring problems, evaluates opportunities for technology-enabled improvement, contributes to standards and documentation, and helps ensure solutions align with I&R governance, security requirements, and organizational priorities.

This role functions with greater independence than the Technical Consultant I and may provide guidance, coaching, or escalation support to other technical staff.

The TC II operates under I&R governance, coordinates with department leadership, and is the second level of the Technical Consultant career path.

A. Advanced Technology Integration ~35%

• Evaluate new and emerging technologies to determine their fit for business needs.
• Lead or coordinate small to moderately complex technology implementations, enhancements, or department-specific optimization efforts.
• Participate in solution evaluation, vendor discussions, product demonstrations, and fit-gap conversations when assigned.
• Identify areas where technology can enhance business processes or solve recurring issues.
• Coordinate testing activities with department users, including test scenario development, issue tracking, validation, and readiness feedback.
• Support change readiness by identifying training needs, communication needs, support impacts, and adoption risks before go-live.
• Partner with application, infrastructure, security, data, and governance teams to ensure proposed solutions align with organizational standards.
• Track implementation issues, decisions, risks, and follow-up items for assigned technology initiatives.
• Help evaluate whether implemented solutions achieved the intended business outcome and identify reasonable next steps when they did not.
• Participate in ongoing learning and contribute to team discussions on process improvements and standardization opportunities
• Follow River Stone Health technical standards, security requirements, and documented best practices as defined by I&R governance.

B. Complex Business Analysis ~35%

• Serve as the primary technology relationship partner for assigned departments or service lines.
• Lead discovery conversations with department leaders and key users to clarify business needs, define problems, and separate technology issues from operational preference or process variation.
• Develop clear business and technical requirement summaries for moderately complex technology needs, system changes, reports, integrations, or application enhancements.
• Help departments evaluate whether a request should be handled as support, training, optimization, configuration, reporting, or formal project work.
• Translate department needs into structured intake documentation, including business purpose, expected outcome, affected users, risks, dependencies, and success criteria.
• Facilitate discussions between business partners and technical teams when requirements are unclear, competing, or likely to affect multiple systems.
• Support prioritization discussions by helping department leaders understand technical complexity, resource needs, and potential tradeoffs. Work closely with technical teams to translate business requirements into actionable technical specifications.
• Provide end-user instruction and basic training on Microsoft 365 tools, security best practices, HIPAA-compliant use of technology, and approved systems.

C. Technical Support & Issue Resolution ~25%

• Deliver frontline technical support, addressing tier 1 and tier 2 issues across hardware, software, and network environments.
• Serve as an escalation resource for complex tier 2 issues that require deeper technical investigation, cross-system troubleshooting, or coordination across multiple technical teams.
• Lead resolution efforts for assigned technical issues from discovery through closure, including communication with affected users, department leadership, and internal technical teams.
• Identify patterns in support requests and recommend preventive actions, documentation updates, configuration changes, or training opportunities.
• Review and improve knowledge base content, support procedures, and troubleshooting guides used by other technical staff.
• Utilize tools such as ticketing systems, remote diagnostic software, and monitoring platforms to deliver efficient support.
• Participate in an on-call rotation shared across the technical team.
• Provide informal coaching to Technical Consultant I staff or other support team members on troubleshooting approach, documentation quality, and customer communication.

Non-Essential Functions/Other duties as assigned ≥5%

• Perform other…