Customer Service Agent

Customer Service Analyst 1-Support

1.Change Configuration & Implementation

Implement and configure changes in Cerner solutions based on client requirements and standardized build practices.

Manage end-to-end change lifecycle: request intake, analysis, scoping, build, testing, validation, and deployment.

Ensure builds follow established configuration guidelines and maintain consistency across environments.

2. Requirements Gathering & Analysis

Work with clients, solution architects, and internal teams to understand business requirements.

Estimate work effort, clearly define scope, and document configuration details for each change request.

Identify dependencies and integration points across interconnected modules or solutions.

3. Testing & Quality Assurance

Conduct unit, functional, and integration testing for all changes made.

Validate system behavior, troubleshoot issues, and make adjustments as needed.

4. Issue Investigation & Troubleshooting

Analyze and investigate configuration-related issues reported by clients or stakeholders.

Identify root causes and apply corrective changes without impacting other solutions or workflows.

Document resolutions and improvements for future reference.

5. Collaboration & Communication

Provide clear status updates to clients and internal teams.

Communicate risks, delays, scope changes, or dependencies proactively.

Translate technical configurations into understandable explanations for non-technical stakeholders.

6. Compliance, Standards & Documentation

Ensure all changes adhere to organizational guidelines, quality standards, and SLAs.

Update configuration tracking tools, change logs, and documentation.

Maintain audit readiness and follow ITIL-based change management processes.

7. Continuous Improvement

Identify opportunities to optimize workflows or standardize configuration practices.

Contribute to knowledge-sharing, training materials, and best-practice guides.

Support process improvements that enhance reliability and reduce rework.

1.Change Configuration & Implementation

Implement and configure changes in Cerner solutions based on client requirements and standardized build practices.

Manage end-to-end change lifecycle: request intake, analysis, scoping, build, testing, validation, and deployment.

Ensure builds follow established configuration guidelines and maintain consistency across environments.

2. Requirements Gathering & Analysis

Work with clients, solution architects, and internal teams to understand business requirements.

Estimate work effort, clearly define scope, and document configuration details for each change request.

Identify dependencies and integration points across interconnected modules or solutions.

3. Testing & Quality Assurance

Conduct unit, functional, and integration testing for all changes made.

Validate system behavior, troubleshoot issues, and make adjustments as needed.

4. Issue Investigation & Troubleshooting

Analyze and investigate configuration-related issues reported by clients or stakeholders.

Identify root causes and apply corrective changes without impacting other solutions or workflows.

Document resolutions and improvements for future reference.

5. Collaboration & Communication

Provide clear status updates to clients and internal teams.

Communicate risks, delays, scope changes, or dependencies proactively.

Translate technical configurations into understandable explanations for non-technical stakeholders.

6. Compliance, Standards & Documentation

Ensure all changes adhere to organizational guidelines, quality standards, and SLAs.

Update configuration tracking tools, change logs, and documentation.

Maintain audit readiness and follow ITIL-based change management processes.

7. Continuous Improvement

Identify opportunities to optimize workflows or standardize configuration practices.

Contribute to knowledge-sharing, training materials, and best-practice guides.

Support process improvements that enhance reliability and reduce rework.

Career Level - IC1

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Experience Level

Mid Level