Client Support Software Support Analyst

Client Support Software Support Analyst (Solventum)

3M Health Care is now Solventum. Solventum is a new healthcare company with a long legacy of solving big challenges that improve lives and help healthcare professionals perform at their best. At Solventum, people are at the heart of every innovation we pursue. Guided by empathy, insight, and clinical intelligence, we collaborate with the best minds in healthcare to address our customers' toughest challenges.

While we continue updating the Solventum Careers Page and applicant materials, some documents may still reflect legacy branding.

As a Client Support Software Support Analyst, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. In this role, you will make an impact by:

• Enhancing Customer
  
  Experience:
  
  Providing technical support to ensure the seamless operation of Solventum software and interfaces, reducing system downtime, and improving client satisfaction.
• Resolving Technical Issues: Assisting customers with troubleshooting software applications, interfaces, and system configurations.
• Optimizing System Performance: Conducting system health checks and identifying opportunities to enhance efficiency.
• Ensuring Effective Escalation: Managing escalations and collaborating with senior resources and development teams to resolve complex technical issues.
• Supporting Team
  
  Collaboration:
  
  Working closely with internal teams, including Customer Care and Development, to address technical concerns and improve customer support processes.
• Driving Process Improvements: Identifying opportunities to enhance workflows and improve support efficiency.

• Field client issues from various sources, including inbound phone calls
  , emails, and ticketing systems.
• Provide technical support for Solventum software applications, system interfaces (HL7, XML, etc.), Windows operating systems, network configurations, and SQL databases.
• Support terminal software setup and troubleshooting for environments such as Citrix, VMware, or Windows Thin Client solutions
  .
• Troubleshoot software issues and escalate complex problems to senior team members when necessary.
• Participate in customer support calls to guide clients through troubleshooting steps and system configurations.
• Assist in conducting System Health Checks and Performance Reviews to identify potential optimization opportunities.
• Serve as a liaison between customers and internal Solventum teams to ensure clear communication of technical issues.
• Support process improvements by documenting troubleshooting steps, solutions, and best practices.
• Participate in after‑hours on‑call support to assist with critical client issues.

To set you up for success in this role from day one, Solventum requires (at a minimum):

• Associate's Degree or higher from an accredited institution AND two (2) years of experience in software support, IT helpdesk, or technical troubleshooting.
• High School Diploma/GED from an accredited institution AND four (4) years of experience in software support, IT helpdesk, or technical troubleshooting in lieu of a degree.

Additional qualifications that will help you succeed in the role:

• In-depth experience working with web servers and application hosting environments such as IIS, Apache, and Tomcat
  .
• Bachelor's degree in computer science, Technology, or a related field; recent graduates will be considered.
• Experience troubleshooting software applications, interfaces (HL7, XML, etc.), or network configurations.
• Familiarity with Windows Server Administration and SQL queries.
• Familiarity with installing and updating security certificates in web applications and validating a certification path.
• Basic understanding of interface engines such as Healthshare, Cloverleaf, Rhapsody, or Mirth.
• Strong problem‑solving and analytical skills.
• Prior experience with IT service management tools (e.g., Service Now, Jira, or similar).
• Excellent communication and collaboration skills for working with both technical and non‑technical stakeholders.
• Knowledge of IT…