Inogen, Inc.
  • IT
  • Goleta, CA, USA
  • Full Time

ABOUT INOGEN Inogen was founded in 2001 to improve quality of life and increase freedom and independence for oxygen therapy users. Inogen is innovation in oxygen therapy. The Inogen mission is to improve freedom and independence for oxygen therapy patients through innovative products and services. Inogen is a manufacturer and Accredited Homecare Provider.

Inogen is focused on quality care, continuous improvement, and outstanding customer satisfaction. We are a stable, USA based company dedicated to providing an exciting and rewarding career to our employees. We completed a successful Initial Public Offering on the NASDAQ in 2014 and have demonstrated substantial growth over the last five years. Our work environment is casual yet high performing, and we are looking for seriously talented, motivated, and fast-paced professionals to join our team.

JOB DESCRIPTION 

As a member of the IT Business Analysis team, the IT Application Support Analyst will be a key technical resource supporting Inogen CRM & Call Center business systems. Working under the direction of the Manager of Business Analysis, personnel in this position will work closely with other members of the IT team, Business Stakeholders, and 3rd party vendor partners to provide technical and functional application assistance. This role will investigate, troubleshoot, resolve critical incidents along with ongoing management & support of CRM & Call Center business systems

Key Competencies:

  • Focus on continuous improvements on existing application monitoring as well as the underlying infrastructure.
  • Work with Production Application Business Users to understand their needs and expectations and to direct them to the proper solution in a timely manner.
  • Perform change, incident and problem management for the CRM and Cloud CTI platform.
  • Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communicating any production issues to technical resources and update business users.
  • Carefully evaluate alternative risks and solutions with IT management before taking any action to provide timely resolution.
  • Document questions and/or suggestions on the case system, including testing performed, results and next planned steps.
  • Partner with the Business Analysis team, development, system integrators and/or other departments on complex issues and involve the appropriate resource as the situation permits.
  • Proactively identify and resolve problems.
  • Defines application problem by conferring with clients; evaluating procedures and processes.
  • Develop solution by preparing and evaluating alternative workflow solutions.
  • Control solution by establishing specifications; coordinating production with programmers.
  • Validates results in Sandbox and production post deployment.
  • Accomplishes information systems and organization mission.

 

Do you possess these abilities?

  • Competency or experience supporting one or more of our core business areas: Sales, Marketing, Billing, Customer Care Center.
  • Ability to multitask and perform effectively under pressure.
  • Customer case management skills including extreme attention to detail, focus, and good judgment.
  • Demonstrated expertise in analysis, problem solving and troubleshooting.
  • Understanding of enterprise application architecture and functional requirements.
  • Excellent communication and organizational skills required
  • Ability to quickly learn new technologies and programs.

 

Requirements:

  • Operates at a task level.
  • Substantial supervision required.
  • Associate degree or bachelor's degree in Information Technology, Computer Science, Engineering, Mathematics, Business, Marketing or equivalent, required.
  • 2+ years of experience in technical support of CRM and/or call center environment and call center related business applications, IT Department and/or enterprise cloud base technologies, required.
  • 1-3 years' experience in the Durable Medical Equipment or Healthcare industry, preferred.
  • Intermediate knowledge/proficiency in Microsoft Office including SharePoint and Teams, required.
  • Intermediate knowledge/proficiency in Salesforce or other SaaS solutions, required.
  • A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.

Working Conditions:

  • The noise level in the work environment is usually moderately quiet.
  • Up to 100% of their time will be spent working on the computer, reading, typing, and training/meeting with others.
  • This position requires the employee to work from within an Inogen facility.
  • This position may require working hours outside 8AM-5PM and may also include hours on Saturday and/or Sunday.

WHY INOGEN Inogen is a dynamic company that is not only focused on quality care of patients, but is also committed to being a top employer.  Each of Inogen' s offices have a casual culture that supports employees being responsible and developing professionals.

We offer competitive salaries and a robust benefit package:

  • Employee Stock Purchase Plan 401 (K) plan available for all employees Health, dental, vision insurance Flexible spending accounts and wellness discount program Life Insurance Long Term Disability Robust paid time off and 8 paid holidays Employee Assistance Program

See the Inogen Team in action:

https://www.youtube.com/watch?v=dKoTMeJf5J4

 

Inogen Where we go to work hard to positively impact people's lives

 

Inogen is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster and its supplement are available here: http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm; http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.  The pay transparency policy is available here: http://www.dol.gov/ofccp/pdf/EO13665_PrescribedNondiscriminationPostingLanguage_JRFQA508c.pdf.

Inogen is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to recruiting@inogen.net or call (972) 616-5668 and let us know the nature of your request and your contact information.

 

 

Inogen, Inc.
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