Operations Lead, Medical Reporting Technologies
Cambridge, MA

Job Description

About Foundation Medicine:

Foundation Medicine began with an idea to simplify the complex nature of cancer genomics, bringing cutting-edge science and technology to everyday cancer care. Our approach generates insights that help doctors match patients to more treatment options and helps accelerate the development of new therapies. Foundation Medicine is the culmination of talented people coming together to realize an important vision, and the work we do every day impacts real lives.

Position Overview:

We are seeking a talented and motivated Operations Lead to join the Business Systems group to help us lead a transformation in cancer care by providing sustaining support for our Medical Reporting application suite.

The ideal candidate is experienced with first-line application support, is customer-oriented, and has great communication and troubleshooting skills. You will be responsible for maintaining user uptime and improving computing experiences through effective problem identification, triage, and resolution.  You will also be responsible for providing exceptional customer service.  You will receive tickets indicating a user support request, and work with other staff members to identify and resolve issues, and to provide ongoing technical support and follow up with clients.

Additional Responsibilities of the Support Role Include:

* Identifying, troubleshooting, resolving, and documenting user system issues.
* Maintaining customer satisfaction in every step of the service delivery.
* Utilizing remote monitoring and management software to resolve client requests.
* Developing a clear understanding of how the medical reporting systems are used at Foundation Medicine and how the use and workflows change over time.
* Documenting, reviewing, and improving existing or new procedures and workflows.
* Responding to client support request tickets, calls, and emails.
* Assigning ticket severity and priority.
* Updating service work notes.
* Prioritizing work to resolve complex support client issues.
* Establishing a high level of personal credibility and building strong relationships.
* Maintaining ownership of service tickets throughout the life span of the support request.
* Collaborating with other IT staff and vendor support resources to resolve requests.
* Participating in ongoing personal training and attainment of technical certifications.
* Providing updates, status, and completion information to management.
* Supporting releases, hotfixes, scheduled deployments, and hyper-care periods.
* Working with and leading a small operations group for the medical reporting system.
* Qualified candidates are highly organized and have superior problem-solving abilities. Ideal candidates are team-oriented, customer-focused, positive, and committed to excellence. You must be able to work with key personnel across multiple departments to build a shared vision for solutions, and you must possess the ability to learn new technologies quickly.

Requirements of the Role Include:

* Associates or bachelor's degree, or equivalent combination of training and experience.
* A minimum of 3 years of Technical Support or equivalent experience.

Foundation Medicine is proud to be an Equal Opportunity and Affirmative Action employer and considers all qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin. Further, qualified applicants will not be discriminated against on the basis of disability or protected veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also FMI's EEO Statement and EEO is the Law and Supplement. If you have a disability or special need that requires accommodation, please let us know by completing this form. (EOE/AAP Employer)

To all recruitment agencies: Foundation Medicine does not accept agency resumes. Please do not forward resumes to our jobs alias, Foundation Medicine employees or any other organization location. Foundation Medicine is not responsible for any fees related to unsolicited resumes.