Technical Product Support Specialist

Tallahassee, FL
Contracted
Business Analyst
Experienced
Job Title: Technical Product Support Specialist
Location: On-site
Job Type: Hourly Assignment | Contract Duration: July 1, 2024 – June 30, 2027
Reports To: Department Contract Manager

Position Summary:
The Technical Product Support Specialist will provide critical support for the Florida Department of Health’s Health Management System (HMS), a federally certified Electronic Health Record (EHR) and practice management platform. This role encompasses product support, business process validation, user engagement, and testing of enhancements in an Agile development environment. The specialist will also support documentation, training, and data integrity while helping ensure compliance with security and confidentiality standards.
Key Responsibilities:
  • Participate in Joint Application Design (JAD) sessions to represent business needs and clarify software requirements.
  • Validate business requirements and ensure alignment with operational workflows.
  • Conduct User Acceptance Testing (UAT) and verify software functionality against documented specifications.
  • Identify and document system enhancement opportunities to improve workflow efficiency and usability.
  • Prepare and submit end-user documentation, including help guides, process flows, and release notes.
  • Provide daily technical product support via email and phone, researching user issues, logging interactions, and documenting incidents.
  • Maintain ongoing communication with department stakeholders regarding issues, enhancements, and updates.
  • Complete required training sessions and maintain documentation for compliance verification.
  • Adhere to all Department data security procedures and confidentiality agreements.
Minimum Qualifications:
  • 5+ years of experience in business process analysis within Agile software development teams.
  • 5+ years of technical customer support experience.
  • 2+ years of application development experience with a Certified Electronic Health Record (EHR) product.
  • 5+ years of software testing experience, including test case development and defect documentation.
  • 5+ years of experience producing technical documentation such as specifications, data flow diagrams, and traceability matrices.
Preferred Skills:
  • Strong understanding of Agile methodologies and documentation best practices.
  • Proficiency in Microsoft Office Suite, especially Word, Excel, and Visio.
  • Familiarity with configuration/change management systems and customer ticketing tools.
  • Excellent communication and problem-solving skills.
  • Ability to work independently and in team-oriented environments.
Compliance Requirements:
  • Must pass a criminal background check and fingerprinting.
  • Must comply with agency’s data security and confidentiality policies.
Talantage, LLC is committed to presenting candidates that contribute to an organizations culture of inclusivity and its commitment to diversity in the workplace are demonstrated through our recruitment practices.  We are proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, or veteran status.  Our equal opportunity employment efforts comply with all applicable U.S. state and federal laws governing non-discrimination in employment.

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