Location: Remote, Home Office - Milwaukee, Wisconsin
Type of Employee: Full Time - One Year Contract

Vocera has one mission: to simplify and improve the lives of healthcare professionals, patients, and families. Founded in 2000, we changed the way care teams communicate. Today, we continue to offer the leading platform for clinical communication and workflow. About 1,400 hospitals and health systems around the world use Vocera solutions. Our platform provides software for voice, secure text messaging, and patient engagement. It integrates with more than 140 clinical and operational systems: EHRs, nurse call, physiologic monitors, and more, with event-driven alarm management. Our wide choice of devices includes smartphones and hands-free wearables. Vocera is headquartered in San Jose, Calif., with offices in San Francisco, Indiana, Canada, India, United Arab Emirates, and the United Kingdom. Learn more at www.vocera.com, and follow @VoceraComm on Twitter

Position Description: Vocera is looking for a hardworking Sr. Systems Administrator to join our dynamic team. You will aid with implementing and providing systems administration for Vocera solutions for one of Vocera's enterprise customers. You will also be responsible for insuring successful and continued adoption of the overall Vocera solution set.

Responsibilities

• Manage multiple Vocera databases, establish and document processes for maintaining data integrity; work with clinical departments to keep various database entities up-to-date
• Manage Vocera servers including Vocera software updates, OS maintenance, back-ups, and collaborate with the customer on anti-virus, server monitoring and disaster recovery practices
• Manage Vocera devices: maintain accurate inventory records; handle the RMA process and spares pool; document all processes
• Train users to use Vocera products and systems effectively; collaborating with customer partners to establish, document, and deploy sustainable training processes for new hires, current employees and refresher training
• Deliver advanced training and support for super users and clinical educators
• Deliver 'train the trainer' sessions to clinical educators building a balanced training process post-contract
• Provide on-site support for reporting and resolving end user issues, including issues with Vocera equipment, database and training and answer end user questions
• Fix, resolve and report technical issues to the appropriate support organization; collaborate with Vocera Technical Support and the customer's support organization to resolve technical issues; maintain clear documentation on status and resolution of issues using Vocera's chosen case management software
• Review Vocera reports with key customer partners; find opportunities to improve Vocera performance and adoption and take action on implementing the improvements
• Collaborate with the customer to develop and administer end user satisfaction programs, including regular surveys

Competencies

• Extremely high attention to detail and ability to design, implement and execute effective processes resulting in accurate data generation and reporting
• Excellent written and verbal communication skills and a successful track record of providing timely written reports and documentation
• Good judgment with high integrity and problem solving skills
• Passionate about customer service with a focus on active listening skills, outgoing communication with a record of executing closed-loop communication
• Ability to develop, implement, and maintain ongoing training for new employees and new product features
• Independent worker with solid project management skills, with the ability to ensure goals and objectives are delivered

Requirements

• BA or BS in a business, MIS or technical field or equivalent
• 7+ years related systems administration experience
• Prior experience handling systems, and/or training end users preferably within a healthcare or hospital environment
• Demonstrated success providing training in a healthcare environment
• Experience with server maintenance and Windows Server operating system software and standard methodology
• Experience with clinical workflow analysis or process design
• Experience managing a database driven system
• Experience supporting clinical end users
• Highly proficient with MS Office, especially Excel
• Demonstrated success in delivering excellent customer support
• Experience with Cisco wireless networks and equipment preferred
• Minimal travel required

Belief in Diversity
Vocera Communications is an Affirmative Action Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.

#LI-RS1