HIS Client Support Product Lead, Interface

Thank you for your interest in working for our Company. Recruiting the right talent is crucial to our goals. On April 1, 2024, 3M Healthcare underwent a corporate spin-off leading to the creation of a new company named Solventum. We are still in the process of updating our Careers Page and applicant documents, which currently have 3M branding. Please bear with us. In the interim, our Privacy Policy here: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ continues to apply to any personal information you submit, and the 3M-branded positions listed on our Careers Page are for Solventum positions. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description:

Client Support Product Lead, Interface (Solventum)

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role

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

• Enhancing Customer Experience: Ensure seamless operation of Solventum software and interfaces by resolving technical issues efficiently, reducing system downtime, and improving client satisfaction.
• Driving Technical Excellence: Apply your expertise in HL7, XML, networking, Windows OS, Citrix, and SQL to troubleshoot complex integration challenges, helping clients maximize the value of their Solventum solutions.
• Supporting Business Growth: Participate in pre-sales and implementation calls, providing technical guidance that helps drive product adoption and strengthens client relationships.
• Optimizing System Performance: Conduct System Health Checks and Performance Reviews, proactively identifying areas for optimization to improve efficiency and reliability for customers.
• Leading and Mentoring Analysts: Serve as a technical mentor, guiding analysts to follow best practices in troubleshooting, issue resolution, and customer interactions, elevating the overall expertise of the team.
• Ensuring Escalation Effectiveness: Take ownership of escalating issues to the Product Development team, ensuring a structured and efficient escalation process that leads to timely resolution of critical issues.
• Collaborating Across Teams: Work closely with Customer Care, Development, and Marketing teams to address technical concerns, advocate for customer needs, and influence product improvements.
• Innovating and Improving Processes: Identify opportunities to streamline workflows, enhance communication strategies, and implement process improvements that drive efficiency and operational excellence.
• Team Leadership: Facilitate daily stand-ups, providing technical direction and troubleshooting support to the analyst team.
• Escalation Management: Serve as the primary point of contact for escalated customer issues requiring interface expertise, ensuring timely and effective resolution.
• Implementation Support: Oversee all EIT escalations during implementation, maintaining alignment with project timelines and client expectations.
• Cross-Functional Communication: Participate in weekly development calls to share support insights, advocate for customer needs, and influence product improvements.
• Case Oversight: Document and escalate 360 interface issues through appropriate channels, ensuring clear communication and follow-through with development teams.
• SLA Compliance: Monitor escalated case progress to ensure responsiveness and adherence to service level agreements.
• Backlog Management: Proactively manage the support backlog to prevent ticket aging and ensure timely escalation and resolution.
• On-Call Leadership: Take ownership of lead on-call responsibilities, ensuring 24/7 coverage for critical client issues.
• Technical Troubleshooting: Diagnose and resolve complex issues involving Solventum software, HL7/XML interfaces, Windows OS, networking, Citrix, and SQL environments.
• System Optimization: Provide guidance on hardware configurations to ensure system compatibility and performance.
• Collaboration & Continuous Improvement: Partner with Customer Care, Development, and Marketing to address technical concerns and drive ongoing enhancements.
• Operational Excellence: Support internal processes and contribute to cross-functional initiatives that improve efficiency and service delivery.

Your Skills and Expertise 

To set you up for success in this role from day one, candidates must meet one of the following criteria:

Bachelor’s Degree or higher AND (4) four years experience in web-based application implementation or support, cloud computing, and/or network engineering private, public, government or military environment

OR

High School Diploma/GED from an accredited institution and a minimum of (8) eight years of experience in web-based application implementation or support, cloud computing, and/or network engineering in a private, public, government or military environment

In addition to the above requirements, the following are also required:

• Three (3) years’ experience in troubleshooting and configuring software application interfaces and web services
• Experience with Windows Server Administration and experience in implementing or supporting 360 Encompass System and HL7 interfaces

Additional qualifications that could help you succeed even further in this role include:

• Experience with Interface Engines: Hands-on experience working with Interface engines such as Healthshare, Cloverleaf, Rhapsody, Mirth, or similar for managing healthcare data exchange and interoperability.
• Strong Analytical and Problem-Solving Skills: Ability to analyze complex technical issues, identify root causes, and implement effective solutions in a fast-paced environment.
• Understanding of Security Best Practices: Familiarity with security policies, role-based access control (RBAC), and HIPAA compliance when working with healthcare data and cloud environments.
• Scripting and Automation Skills: Experience with PowerShell, Python, Bash, or other scripting languages to automate system tasks, monitor infrastructure, and enhance efficiency.
• Database Management Knowledge: Experience working with SQL databases, including running queries, troubleshooting performance issues, and performing basic database administration tasks.
• Ability to Adapt to Changing Priorities: Comfortable handling evolving business needs and shifting priorities while maintaining a high level of customer service and technical expertise.
• Experience with ITIL or Incident Management Processes: Familiarity with IT service management frameworks such as ITIL, ticketing systems (e.g., ServiceNow, Jira, or Zendesk), and change control procedures to manage service requests and incidents efficiently.
• Excellent Communication and Collaboration Skills: Ability to communicate complex technical concepts clearly to both technical and non-technical stakeholders, fostering collaboration across teams.
• Experience with Load Balancing and High Availability Configurations: Knowledge of AWS ALB/ELB, failover strategies, and disaster recovery planning for critical applications.

Work location: Remote-United States

Travel: May include up to 10% [domestic/international]

Relocation Assistance: Not authorized

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being 

Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope. 

Applicable to US Applicants Only:The expected compensation range for this position is $106,331 - $129,960, which includes base pay plus variable incentive pay, if eligible. This range represents a good faith estimate for this position. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate’s relevant knowledge, training, skills, work location, and/or experience. In addition, this position may be eligible for a range of benefits (e.g., Medical, Dental & Vision, Health Savings Accounts, Health Care & Dependent Care Flexible Spending Accounts, Disability Benefits, Life Insurance, Voluntary Benefits, Paid Absences and Retirement Benefits, etc.). Additional information is available at: https://www.solventum.com/en-us/home/our-company/careers/#Total-Rewards

Responsibilities of this position include that corporate policies, procedures and security standards are complied with while performing assigned duties.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process.  Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Solventum is an equal opportunity employer.  Solventum  will not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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Carefully read these Terms of Use before using this website. Your access to and use of this website and application for a job at Solventum are conditioned on your acceptance and compliance with these terms.

Please access the linked document by clicking here, select the country where you are applying for employment, and review. Before submitting your application you will be asked to confirm your agreement with the
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