Health Federal Customer Service Administrator

About the Role

Oracle Health is seeking a Customer Service Administrator to support end users with solutions across Federal agencies, including the Department of Defense, United States Coast Guard, Veterans Affairs, and Indian Health Service. This role is crucial in providing reliable and responsive support to healthcare professionals using Oracle Health's technology.

Key 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.
• Maintain clear and accurate documentation of all customer interactions, actions taken, and outcomes within ticketing systems.
• Escalate unresolved or urgent issues to the appropriate technical teams or management.
• Adhere to organizational service level agreements (SLAs), data security, and privacy protocols.
• 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.

Requirements & Tech Stack

• Experience with end-user technical support.
• Experience with Active Directory.
• Experience with Oracle Health applications.
• Experience with third-party vendor platforms such as 3M, Nuance.
• Experience with ticketing systems.
• Willingness to travel up to 25% of the time.
• U.S. citizenship required due to client contracts.
• Must be able to obtain the appropriate government security clearance card.

Qualifications

• High School diploma or higher education.
• 0-2 years of end user technical support.
• IT support work experience.
• Self-starter capable of independently handling tasks and projects.