Oracle Health Federal Customer Service… at NetSuite · Remote

Summary: NetSuite is on a mission to create a human-centric healthcare experience powered by unified global data. The Customer Service Administrator will support end users across Federal agencies by managing user access, resolving technical issues, and ensuring compliance with healthcare regulations, ultimately contributing to improved patient care. Responsibilities: - Create, update, and remove end-user access across multiple domains and applications, including but not limited to Active Directory, Oracle Health applications, and third-party vendor platforms such as 3M, Nuance, and others - Respond to customer inquiries and requests submitted through phone, email, or ticketing systems, providing friendly, timely, and effective support - Troubleshoot and resolve access, login, or provisioning issues by coordinating with internal technical teams and external vendors as necessary - Maintain clear and accurate documentation of all customer interactions, actions taken, and outcomes within our ticketing systems - Escalate unresolved or urgent issues to the appropriate technical teams or management in a prompt manner - Adhere to organizational service level agreements (SLAs), data security, and privacy protocols at all times - Identify recurring issues and collaborate with colleagues to recommend and implement service improvements - Contribute to the development and maintenance of end-user documentation, FAQs, and training materials - Support ongoing compliance initiatives and ensure all processes meet healthcare regulatory requirements Required Qualifications: - Applicants are required to read, write, and speak the following languages: English - Does this position require a security clearance?: Yes - Create, update, and remove end-user access across multiple domains and applications, including but not limited to Active Directory, Oracle Health applications, and third-party vendor platforms such as 3M, Nuance, and others - Respond to customer inquiries and requests submitted through phone, email, or ticketing systems, providing friendly, timely, and effective support - Troubleshoot and resolve access, login, or provisioning issues by coordinating with internal technical teams and external vendors as necessary - Maintain clear and accurate documentation of all customer interactions, actions taken, and outcomes within our ticketing systems - Escalate unresolved or urgent issues to the appropriate technical teams or management in a prompt manner - Adhere to organizational service level agreements (SLAs), data security, and privacy protocols at all times - Identify recurring issues and collaborate with colleagues to recommend and implement service improvements - Contribute to the development and maintenance of end-user documentation, FAQs, and training materials - Support ongoing compliance initiatives and ensure all processes meet healthcare regulatory requirements - Willing to travel up to 25% of the time Preferred Qualifications: - High School diploma or higher education - 0-2 years of end user technical support - IT support work experience - HCIT support work experience - Self-starter capable of independently handling tasks and projects - U.S. citizenship required due to client contracts - Must be able to obtain the appropriate government security clearance card applicable to your position Required Skills: End user technical support, Healthcare IT support Important Skills: Active Directory, Ticketing systems Nice-to-Have Skills: Customer service Benefits: Medical, dental, and vision insurance, including expert medical opinion, Short term disability and long term disability, Life insurance and AD&D, Supplemental life insurance (Employee/Spouse/Child), Health care and dependent care Flexible Spending Accounts, Pre-tax commuter and parking benefits, 401(k) Savings and Investment Plan with company match, Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation., 11 paid holidays, Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours., Paid parental leave, Adoption assistance, Employee Stock Purchase Plan, Financial planning and group legal, Voluntary benefits including auto, homeowner and pet insurance