Helping Save More Lives That’s our mission. It’s our business. We are seeking a team player who is passionate about making a commitment to our mission. RQI Partners is a partnership between the American Heart Association and Laerdal Medical. We invite you to review the requirements of the position below. If this career opportunity has piqued your interest, RQI Partners wants to hear from you. Helping Save More Lives. — Our Mission, Our Business. RQIP Benefits Include: + Generous PTO & Holidays + Remote Work Environment (some positions require travel) + Comprehensive Medical, Dental and Vision + HSA & FSA Account Options, with employer HSA contribution + 401k with Employer Match & Profit Sharing + Employee Assistance Program + Tuition Reimbursement + Professional Development Opportunities + Student Loan Repayment Assistance + Eligibility for Annual Bonus + Wellness Reimbursement Program + Pet Insurance Position Overview: Manage and prioritize RQI1Stop, LLP, and NRP LP platforms hotfixes, impact analysis, and success measurements matrix Position Holder is Accountable For: + Collect information and provide problem statements, root cause, workaround, and status updates to internal stakeholders. + Acquire a deep understanding of the technical infrastructure, product offerings, and target audience of the RQI1Stop, LLP, and NRP LP platforms. + Act as a subject matter expert, providing guidance and insights to the team and other stakeholders on technical and product-related matters. + Work closely with regional business teams to align related business priorities. + Document solutions, workarounds, and assess them for both technical and business teams. + Identify emerging issues and trends for all supported platforms by trending analysis dashboards in Salesforce, Jira, and Power BI. + Lead daily support working sessions with system analysts and development teams. + Effectively cooperate with technical development teams to manage escalated issues. + Participate in SAFe product release activities related to 2nd and 3rd line support. + Liaise with partners on integrations issues and resolutions. + Perform second-level problem troubleshooting, incident resolution, and periodic platforms health checks. + Ensure that customer receive quality and timely support by assisting the 1st line customer Support & Implementation, and Impact Manager teams. Required Skills and Competencies: + Bachelor’s degree in computer science or related field or equivalent combination of education and experience. + Minimum 3 years’ experience in Agile product management, or as a business analyst, system analysis and technical end-user support leadership. + Proficiency with SQL, DB concepts, Excel, and network configuration is highly desired. + Experience in troubleshooting system integration and network issues. + Critical thinking ability and strong problem-solving capacity. + Good interpersonal and client-handling skills, with the ability to manage expectations and explain technical detail. + Ability to multi-task and switch gears easily. + Work efficiently and collaboratively in a team environment. + Ability and willingness to work in a high-pressure environment. + Ability to accommodate global time zone (mainly early meetings EST) and collaborate effectively across different regions. + This position requires quarterly travel to India The estimated annual base salary for this position is $85,000 to $90,000. Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include the qualifications of the individual applicant for the position, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.