Tier 2 Production Support Analyst

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well‑being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

As a Production Support Analyst, you will work closely with customers and internal stakeholders to gain a thorough understanding of unique clinical workflow requirements and develop appropriate technology support solutions. You will act as a subject‑matter expert and escalation point for a variety of Oncology applications. The ideal candidate will have a strong medical acumen and a passion to execute compassionate, professional, results‑driven support.

Sr. Product Support Associates will develop standard operating procedures, work instructions, and other materials required to deliver world‑class customer service. You will collaborate with the product management and value‑based care leads to stay abreast of changes in the market, upcoming software releases, and maintain the customer service team’s training and reference materials.

• Deliver world‑class, “white‑glove”, customer support experiences in a call center environment, providing clinical application support to customers and peers.
• Act as the “Service Owner” of the support model for Ontada Technology Solutions, driving the customer‑first mindset and demonstrating your commitment to McKesson LEADRx, i2
  
  CARE, and Ontada Culture.
• Maintain an in‑depth understanding of Ontada technology solutions and life sciences products.
• Partner with Product, Communications, Education and Customer Success teams, participating in product development ceremonies to understand the product roadmap, open defects, and enhancements.
• Develop a thorough understanding of regulatory requirements and healthcare initiatives in the Community Oncology setting and how Ontada supports these customer needs.
• Develop in‑depth knowledge of healthcare technology interoperability and Ontada standard integrations; providing analysis of HL7, XML and other interface messaging formats to troubleshoot and resolve interface incidents.
• Provide Major Incident Management support, collaborating with business leadership, technical engineering, and 3rd‑party vendors to drive swift resolution, and complete RCA/CAPA.
• Document and escalate issues to development, content, and other relevant Tier 3 support teams.
• Assist in the development of self‑help tools, templates, processes, and protocols and facilitate training on upcoming releases, integrations, enhancements, and defect resolution.
• Facilitate the “Transition to Support” for onboarding of new customers.
• Participate in an On Call Rotation for after hours and weekend coverage.

Degree or equivalent and minimum 2+ years of relevant experience.

• Exceptional communication skills with ability to articulate technical issues to non‑technical personnel.
• Superior organizational skills, attention to detail, and ability to prioritize in a fast‑paced environment.
• Ability to exercise sound critical thinking and problem‑solving skills, executing position responsibilities with minimal guidance.
• Thorough knowledge of Regulatory Requirements in Healthcare, Value Based Care initiatives including Merit‑based Incentive Payment System (MIPS) and Advanced Alternative Payment Models (APMs).
• Deep understanding of end‑to‑end clinical and administrative workflows in the Oncology and Hematology settings, including but not limited to Physician documentation, Infusion Nursing, Pharmacy, Laboratory and Medical Billing and Coding.
• Experience using, implementing, or supporting clinical workflow in EHR’s, Pharmacy Systems, Lab Information Systems, and other clinical systems preferred (iKnowMed Generation 2 experience highly preferred).
• Und…