Implementation Engineer

Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.                 While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.                We are seeking an Implementation Engineer to join our team. This is a fully remote opportunity based out of the United States with traveling required up to 25%.    Job Summary    The Implementation Engineer oversees day-to-day delivery of complex technical services to Imprivata customers; responsible for process management of, customer communication within, and operational execution of technical services on the Imprivata customer base.  Duties and Responsibilities  

Oversees and ensures execution of complex technical projects to establish or bolster the Imprivata position within the customer base. Serves as the technical point of contact for implementation and install-base customer projects. Owns the technical services case pipeline and delivery. Responsible for driving identified KPIs for the department, centering on satisfaction and throughput of technical deliverables. Creates process and training documentation for use by Implementation Engineers and other technical resources. Included deliverables:

• Server configuration & delivery for Implementations
• Server configuration & delivery for migrations
• HA & DR redundancy configuration & delivery
• Sandbox configuration and database changes
• Bulk database imports
• No-downtime maintenance events on production systems

Services Scoping

Owns the technical services case queue, ensuring timely review, validation, and delivery of customer change requests. Partners closely with Customer Success and Project Management to ensure that SLAs are met for scheduling and delivering on customer events.

System Documentation & Testing

Provides and maintains a cohesive record of changes made to customer environments. Partners with Technical Support for documentation and change control for customers. Partners with Development Operations on creating and testing tools and automation for use in customer production environments. Maintains server setup guide and other process documentation for technical activity in collaboration.

• Owns, updates, and delivers technical service cases requested by or on behalf of customers, communicating directly with customers to scope and resolve requests
• Works with Development Operations to validate and improve tooling for use by the greater Technical Services team
• Works with Project Management to ensure implementation configurations and other customer project technical requirements …