Software Support Engineer

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

Every single McKesson employee contributes to our mission—by joining McKesson you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

Wherever you contribute here at McKesson, you will have the ability to make a real impact in the lives of others.

Position Description

McKesson’s Provider Solutions is experiencing significant growth, focus and investment. To support our aggressive business goals, our business has embarked on a major technology investment to enable and provide an unmatched, personalized and integrated digital experience for patients, providers and manufacturers.

This position supports the Provider Solutions activities in Ophthalmology, and it supports two applications:  RetinaPurchasing and RetinaInventory.

If you are a motivated and skilled software engineer seeking an opportunity to contribute to the success of McKesson’s ecommerce Customer Center application, we would love to hear from you. Apply today to join our innovative team and make a meaningful impact on healthcare technology.

Job Description:

McKesson is seeking a talented and experienced Software Support Engineer to join our team. In this role, you will be responsible for both software development and operational support for McKesson’s ophthalmology software products. The successful candidate will possess a strong background in Python, SQL, JavaScript, PHP and cloud technologies. The ideal candidate will have 4+ years of software development, quality assurance and providing escalation support for software products.

Responsibilities:

Provide excellent customer service: Retina Purchasing 

• Manage tickets for support; Follow up on stale tickets; Consolidate duplicate tickets or parallel conversations into a single stream; Track status; follow-up as needed to provide excellent customer service.

• Serve as the Level2 and/or Level3 point of escalation for Business Unit ;  triage issues as appropriate

• Document and maintain documentation of support processes in flow charts; gather feature requests

• Pull relevant information from database using SQL and send failed customer order details to Customer Care to be manually keyed

• Monitor orders; Ensure no duplicate customer orders are entered; Under direction or independently, determine required parties for problem resolution

• Convene parties for joint troubleshooting, as appropriate

• Educate Business Unit support and customers regarding self-serve features to reduce future support calls; escalate features to product development to reduce support burden.

• Attempt to identify and/or verify an order given uncertain, partial or imprecise information; Use SQL and Tableau to pull orders from database for these functions; run basic reports.

• Assist in verifying data and order validity such as prices, discounts, etc. for current and past orders

• Act as liaison to support resources at suppliers and third parties, as needed; Troubleshoot Punchout2Go failures with supplier

• Handle special requests for RFID-tagged drugs

System Security

• Verify customer and users and provide temporary passwords to users

• Block user accounts as needed or upon practices request (e.g. if a user leaves the practice)

• Use excellent McKesson cybersecurity practices while using its software products

• Onboard new users and new practices; Gather and enter requisite information to create new users, practices and locations

• Map supplier accounts to appropriate locations ; Initiate supplier process of creating accounts

• Test that supplier mapping can be used in software products

Quality Assurance and User Acceptance Testing

• Fully test a practice’s setup before it is onboarded to ensure features are working properly

• Write automated functional tests in Python and Selenium to streamline testing, validate systems functions and pre-configured items, and that all links are operational

• Write unit tests, and author code as appropriate to help with software development.

• Escalate any quality issues to appropriate personnel before going live

• Help create and maintain testing protocols as product features change

• Maintain and monitor data feeds; Identify if a receivable is missing from the ordering/invoice feeds

• Troubleshoot cross product issue ; Coss-validate systems for adding new drug product (e.g. NDC, ProductID, Classification, etc.), Enable new drugs so they cross match in both systems

• Escalate cross product issues as appropriate

• Other technical tasks as appropriate.

Minimum Requirements

Typically requires 4+ years of relevant experience.

Critical Skills

• 4+ years of professional software development experience

• Prior experience providing L2 or higher support for applications, preferably in healthcare.

• Ability to author code in Python and/or JavaScript, PHP a plus.

• Must be able to use the Microsoft Office suite of applications proficiently and comfortably, with above average expertise in MS Excel to manipulate and analyze datasets.

• Proven ability to manage multiple tasks simultaneously, while communicating progress in an organized fashion.

• Ability author code in SQL and extract datasets from a database. PostgreSQL experience preferred.

• Experience with DevOps practices and tools, such as integration, functional and automated testing.

Additional Skills

• Excellent communication and interpersonal skills with the ability to build strong relationships with clients and internal teams.

• Ability to transparently and clearly convey technical information in a form that end users can understand.

• General experience with healthcare desired-- eye care, EMR and Practice Management systems experience a plus.

• Experience with cloud platforms, such as AWS or Azure, is highly desirable.

• Ability to use discretion and independent judgement while dealing with ambiguous information.

• Ability to communicate clearly and efficiently in email, writing, presentations and other media; Strong phone/video/in-person presence.

Education

• Bachelor’s degree in computer science, Information Management or other technical discipline  or equivalent experience

Travel and location

• This position is based in either Las Colinas TX, Cary NC, or Atlanta GA. Remote locations will be considered.

• Able to travel 15% to other locations

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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