Cloud Support Analyst 1

Job ID: 2021-8308

Job Locations: Olathe, KS Office

Additional Locations: US-OH-Westlake | US-NE-Lincoln

Welcome to #HylandLife

Since 1991, it has been Hyland’s mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it’s helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we’ve grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Overview

The Cloud Support Analyst is responsible for responding to and resolving customer requests for assistance with technical issues related to their solution.

What you will be doing

• Troubleshoot and resolve basic issues utilizing company systems, utilities and support processes with assistance and direct oversight from team members
• Provide regular and frequent communication to customer with oversight; ensure customer is fully advised as to the progress or delay to the resolution of their issue
• Maintain ownership of and accountability for customer requests with oversight; maintain ownership of request and follow through consistently with resolution
• Monitor and pick up support cases from customers requesting assistance via internal company system with oversight
• Respond to inbound calls for products to support process or production down needs; create case and route to proper queue accordingly
• Identifies and submits software defect cases to internal team for review
• Contribute to internal documentation to fully reflect all activity related to resolution of support request
• Adhere to the Change Control Policy for Cloud environments
• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy

What will make you successful

• Associate’s Degree in Business or a related field or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job
• Experience in a customer service environment preferred
• Critical thinking and problem solving skills
• Organizational, multi-tasking, and time management skills
• Collaboration skills, applied successfully within a team as well as other areas
• Oral and written communication skills that demonstrates a professional demeanor and the ability to interact with others both internally and externally
• Customer services skills
• Ability to use sound judgment and appropriately escalate issues for guidance
• Ability to speak or write with ease, clarity and impact, using a communication style appropriate to the subject and the audience
• Able to thrive in a fast-paced environment
• Attention to detail
• Sharp, fast learner with technology curiosity and aptitude
• Ability to work varying shifts on an as needed basis to address customer and partner needs within their business hours
• Up to 10% travel time required

Please note: The job duties and responsibilities of this role are unable to be performed in the State of Colorado at this time.

Benefits

401(k) Retirement Savings. Flexible Schedule. Paid Time Off. Medical, Dental, Vision. Volunteer Paid Time Off. Wellness Reimbursement. Paid Parental Leave. Sabbatical Program. Hyland House Program.

Find out more by going to https://www.hyland.com/en/careers/life-at-hyland.

To Apply Link:  https://careers-hyland.icims.com/jobs/8308/cloud-support-analyst-1/login

What you can expect next

• Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us!
• Any follow up questions? Email your Recruiter directly at Careers@Hyland.com.

Due to Hyland’s status as a federal contractor, as of January 4, 2022, all US-based employees must be fully vaccinated against COVID-19, unless a medical or religious exemption is approved. Proof of vaccination status or exemption documentation will be required on your first day of employment.

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Information Technology-Networking and Cybersecurity

Student Success

A former student contacted Associate Professor Andrew Lutz to notify him that that they recently completed the CompTIA A+ certification. This is a valuable entry level certification that helps students increase their marketability.

The Information Technology- Networking department completed their second cybersecurity competition which is done in the IT 239- Ethical Hacking course each semester. Two students achieved perfect scores. The competition aims to provide students practical experience in penetration testing.

Medical Information & Revenue Management (MIRM)

Special Events

MIRM 148: Medical Coding Internship students participated in a LinkedIn workshop with Ashley Kretzschmer from the Career Development Center on Monday, October 04, 2021. Students learned the importance of a strong LinkedIn profile, including how they are used by recruiters during the hiring process. Students were encouraged to take advantage of free resources, including the photo booth in the JCCC Co-Lab. Follow the JCCC Medical Information & Revenue Management LinkedIn page to connect with these students and view their profiles!

The Medical Information & Revenue Management (MIRM) department hosted its Fall Advisory Board Meeting on Wednesday, October 13, 2021, in conjunction with the Healthcare Information Systems (HCIS) department. Faculty shared current program metrics and proposed curriculum changes. Board discussion focused on employer partnerships, including student internships and the JCCC Health IT Career Mentorship Program. Industry updates were provided by attending Board members, including facility growth and expansion, federal grant funding, and reimbursement guidelines. The next meeting will be scheduled for Spring 2022.

Significant Student Accomplishments

Jacqueline Walsh, MIRM graduate (Fall 2020), successfully passed the Certified Coding Specialist (CCS) credentialing examination. This is a nationally recognized certification, awarded by the American Health Information Management Association (AHIMA).

Information Technology-Networking and Cybersecurity

Student Success

A student enrolled in the Information Technology program recently completed the Cisco Certified Networking Associate Certification (CCNA). The CCNA covers networking fundamentals, IP services, security fundamentals, and automation and programmability. It prepares students for entry level roles in networking. We are consistently encouraging students to pursue certification as it increases their marketability.

Health Information Systems – HCIS

HCIS graduate Amanda Kristek was selected to present a poster at this year’s HIMSS Global Health Conference & Exhibition in Las Vegas.  Amanda’s passion for using health IT to address and resolve SDOH issues that plague so many of the elderly in rural communities propelled her to create her poster presentation.

HCIS graduate Somya Sriram was awarded the national CAHIMS Grant for Minority Professionals and Students course. Created by the HIMSS Global Health Equity Network and the HIMSS Foundation, this new grant provides underrepresented health information and technology professionals and students with preparation materials and financial resources to attain CAHIMS certification.

Medical Information & Revenue Management (MIRM)

Special Events

MIRM 148: Medical Coding Internship students participated in a StrengthsFinder workshop with Ashley Kretzschmer from the Career Development Center on Monday, September 20, 2021. Students learned about their “Top 5 Strengths” and how to utilize this information to their advantage, as they prepare to enter the workforce. Additionally, the class learned that, as a whole, it leads with the Relationship Building theme – you will want this group on your next team!

Significant Student Accomplishments

Sarah McKinley, MIRM graduate (Fall 2019), successfully passed the Certified Professional Coder (CPC) credentialing examination. This is a nationally recognized certification, awarded by the American Academy of Professional Coders (AAPC).

Information Technology-Networking and Cybersecurity

National Conference Presentation

Professor Andrew Lutz has been asked to present for the National Convergence Technology Center on November 17^th on Developing and Hosting Your Own Cybersecurity Competition.

Cybersecurity competitions are an exciting, engaging way for students to practice critical cyber skills. This session shows viewers how to develop and host their own cybersecurity competition with a focus on ethical hacking.  Topics covered will include: planning a cybersecurity competition, resources and strategies available to learn cybersecurity and ethical hacking and how to create a lab environment for a cybersecurity competition.

National Cyber League – Student Competitors

The Information Technology-Networking department has four students competing in the National Cyber League competition for the Fall 2021 semester. The competition provides an online platform where students can practice cybersecurity challenges.

IT Networking
The Information Technology- Networking department hosted its first cybersecurity competition in the IT 239-Ethical Hacking course this semester. The competition has concluded, and we have our two winners. One will receive a CompTIA PenTest+ voucher so they may attempt the certification exam and the other will receive a 128GB USB 3.0 flash drive. We will host a competition again in the fall 2021 semester.

Computer Information Systems – CIS
CSIS student Maria Dominguez received her AS Emphasis in Information Systems Technology degree in December 2020. During her time as a JCCC student, Maria served as president for the Computer Club, and volunteered in multiple activities including the NE KS Science Olympiad, the SkillBuilders “Girls Just Want to Have Fun Coding Workshop”, and other outreach activities for CSIS. Obtaining this degree allowed Maria to move from IT apprentice to System Engineer at Cerner in January 2021. We are proud of and congratulate Maria on her accomplishments!

The KC STEM Alliance in February released findings from its focus group research into the best and next practices for closing the gender gap in STEM (science, technology, engineering and math) education. Associate Professor Perla Weaver contributed as a panelist in the middle school focus group. With a focus on the KC Metro STEM Ecosystem: “This report represents the first step in collective action toward closing the many gaps in STEM education—gender, race and differing abilities. It builds on the wisdom, expertise and experience of those passionate about building and supporting a talent pipeline of women in STEM.” –

The CSIS department is expanding the Career Pathways articulations with DeSoto School District to increase the opportunities for High School students to pursue careers in computing. This new articulation will allow students to earn credits for CS 134 – Programming Fundamentals.

Computer Support Specialist – CSS/CPCA
Lisa Friedrichsen and Carol Smith engaged in the Cengage Computing 2021 national webinar conference over JCCC Spring Break on March 10, 11, and 12th. They attended breakout sessions on innovative teaching techniques regarding leading edge technologies, Microsoft 365 software, and computer science certifications. They also attended keynote sessions on the ever-changing digital world, digital culture, and digital diversity by computer science professor and industry thought-leader Corrine Hoisington.

Health Information Systems – HCIS
The HCIS department in partnership with JCCC’s CoLab hosted a Virtual LinkedIn Workshop for HCIS and MIRM students Thursday, March 4th, 2021. Instructor Bethany Spilde, a social media visionary with 10+ years of experience working in the social media marketing field, led the workshop for 30+ students. LinkedIn has become a vital part of every HCIS professional’s success in pivoting careers to securing employment in the HCIS field and connecting with people and to opportunities. Students learned what it takes to take LinkedIn profiles to “All-Star” status while discovering new ways to search for jobs and use other built-in features.

JCCC’s HCIS Department will be participating in the KU Edwards and JCCC Exploring Heath Careers – Career Snapshot event March 31st, 2021. The event will host a panel of professionals in the healthcare field for students to be able to explore and ask questions about the healthcare field. This event will be focused on career explorations.

IT Networking
Andrew Lutz, Chair of the Information Technology- Networking department, has been invited to join the National Career and Technical Education Advisory Council. The Council will lead a national dialog focused on accelerating career pathways in technology.

The Information Technology- Networking department is piloting a cybersecurity competition in its IT 239 Ethical Hacking course. Students will have the opportunity to test their skills with live lab challenges that were designed by the IT faculty.

MIRM – Medical Information and Revenue Management
MIRM faculty participated in the JCCC Virtual Networking Fair on Monday, March 22. Faculty was able to share some of the personal stories re: their educational journey and career progression. Faculty was also able to provide feedback on each student’s “elevator speech,” answer specific questions, and provide an additional connection for students on-campus. Kudos to Valerie Mann and the Career Development Center for a wonderful event!

MIRM faculty and students participated in a HCIS/MIRM LinkedIn Workshop with Bethany Spilde on March 4. Participants received a step-by-step walk-through of LinkedIn, including key information to include on their profiles and steps to build an “All Star” profile! Thank you to Bethany Spilde and Nan Abbott for your hard work and a great session!

Amanda Kraus participated in the monthly Greater Kansas City HIMSS (Health Information Management Systems Society) March Board meeting on Friday, March 12. Amanda is currently serving as the Board Secretary. https://kchimssc.starchapter.com/board.php

WEB – Web Development and Digital Media
Adjunct Professor Andy Young and Web Chair/Professor Jim Hopper have been awarded the 2021 NISOD Excellence Award. The NISOD Excellence Award recognizes individuals who have demonstrated teaching and leadership excellence in institutions of higher education.

Computer Information Systems – CIS

Associate Professor Perla Weaver participated as an NSF reviewer in November 2019. The NSF merit review process is designed to provide peer advice to program officers on the merits of the proposals and constructive comments for the proposers. Participation in the peer review process allows faculty to learn firsthand about the NSF merit review process, gain insight on strengths as well common problems of proposals, increase awareness of relevant field initiatives and collaborations, and network with NSF program officers and faculty from other institutions. As the NSF continues to increase its call for Community College participation, Professor Weaver values the opportunity to provide a Community College perspective to review panels and learn more about the NSF grant process.

Health Information Systems – HCIS

Soft skills are important to all industries and employers, providing a foundation for a comprehensive and cohesive workforce. More than ever in today’s society, we find soft skills playing a vital role in those industries with particular expectations and reliance on a balance of technical skills and interpersonal skills. The Health Information Management System’s Society (HIMSS) is the national health IT industry organization. Below is a HIMSS article written by JCCC’s very own HCIS Adjunct Faculty member Nan Abbot, describing her professional experience with soft skills in the Health IT field: https://www.himss.org/resources/why-soft-skills-matter-health-it-training

IT Networking

The Information Technology department has two new adjunct faculty members for the Spring 2021 semester that bring extensive industry experience to the classroom. In addition, we hope to hire two new full-time faculty members to begin in the Fall 2021 semester which are replacements for faculty that recently retired. We continue to see strong demand for our program.

Computing Sciences and Information Technology Division – CSIT  

Computer Support Specialist – CSS

Barb Mahring and Carol Smith are attending the virtual Computing Certifications: Develop Future-Ready Students program through Cengage.  This is the first of a 3-part series that setup a path to earning the Microsoft Innovative Educator (MIE) Certificate for Teams. 

 Health Information Systems –HCIS

HCIS Department Chair, Lori Brooks, is now a member of the Kansas City Kansas Public School District Career and Technical Education Advisory Board.

 Adjunct Professor Nan Abbott’s application to participate in JCCC’s UISFL grant has been selected for the first session. Undergraduate International Studies and Foreign Language (UISFL) Grant is from the U.S. Department of Education intended to enhance its internationalization of STEM courses.

 IT Networking

The IT-Networking department is partnering with Microsoft to bring a new lab environment online for our courses that will help prepare students for industry certification exams.  This solution has never been implemented by Microsoft with another academic institution—a groundbreaking initiative.

 Medical Information and Revenue Management – MIRM

Students in the MIRM 148: Medical Coding Internship are working on-site in the Medical Records department at Village Shalom, this semester. Morgann Diley, RHIT, has been an incredible resource, allowing students to experience the “real-world” long-term care facility, medical coding, and medical records department functions.

 Demand for medical coders and billers has increased, according to The Virginian-Pilot. “In 2019, the most recent year for which BLS has complete data, the coding and billing field employed 341,600 people. BLS expects the number of openings in the field to climb 8% annually through the end of the decade — well above the growth rate for the overall economy.”

 Web Development and Digital Media – WEB

Kevin Atherton has been nominated for the Terry O’Bannon League of Innovation Student Technology Award. Kevin is leading a student team to develop a progressive web app that places the solar system containing the earth within the boundaries of the state of Kansas. 

Health Information Systems –HCIS

The HCIS department presented 3 new courses, 3 course deactivations, modifications to the current degree, one new certificate, deactivation of the current 2 certificates and updates to 2 courses to JCCC’s Educational Affairs committee.  All program changes passed unanimously and will be effective Fall 2021.  The program changes were driven by the recommendations of the Office of the National Coordinator for Health Information Technology, the recommendations of the HCIS advisory board and the changing healthcare landscape. These changes will provide students with the most current industry skills necessary to support quality improvements in healthcare systems.

IT Networking

The Information Technology-Networking department is hosting Security PS for a webinar on October 14^th from 3:15-4:15pm. They are a local security consulting firm interested in hiring students for internships and apprenticeships at their company.

The JCCC Cybersecurity club will be participating in a national cybersecurity competition, National Cyber League, where they can test their skills by completing challenges that align with industry

Two CPCA students have been named Kansas Champion’s and selected to compete in Certiport’s Microsoft Office Specialist (MOS) U.S. National Championship in Orlando, Florida, June 21-23, 2021.

We are proud to announce a 52.78% increase in students passing the industry certification Microsoft Office Specialist (MOS) exams from Fall 2018 – Spring 2019 to Fall 2019 -Spring 2020.

IT-Networking
The Information Technology- Networking department is upgrading their Cisco equipment for the Fall 2020 semester. Classrooms and the NetLab online environment will be outfitted with new routers and switches to support the updated Cisco Certified Network Associate (CCNA) certification.

Web Development and Digital Media
The Web Development and Digital Media program worked with Graphic Design and Astronomy on the Kansas Solar System App. This is an interdisciplinary hybrid course, team taught, where students will commence researching, designing, creating, and Computer Support Specialist – CSS/CPCA
testing a web application that creates a scale model of our solar system over Kansas’s geography. For JCCC students, this is an experiential learning opportunity with professional