Aishwarya Jiman

Experience

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  Allscripts

  Aug 2011 - Mar 2016

  ● Plot the scope and initial requirement of the project. Refine the requirements and convert them to a clear goal, evaluate the needs and guarantee so the Implementation team has all the details.● Prepare user stories, test plans as per the defined template that provides details about the product version, how often do end users implement a given workflow, replication steps, workflow steps, expected outcomes and possible workarounds.● Be a mediator between Development team and the client to relay bugs and continue to provide timely updates about the progress of the sub tasks.● Initiate conference calls between the clients, the site Managers and the Development teams to discuss and come to an agreement for different requirements/enhancements of the application.● Documented Knowledge Based articles, with useful information about clinical/product workflows, so they can be relayed to clients on a global platform.● Be an active participant in Client Forums where clients present their ideas for Product Enhancements, review and reply to client's queries.● Knowledge of Health Insurance Portability and Accountability Act (HIPAA)● Report and document Bugs in Team Foundation Server (TFS) to track the iteration paths of fixes.● Use Salesforce.com as a Case Management tool and to review Reports and various dashboards that contain team metrics.● Test different scenarios from application and database perspective to determine the root cause of the issue.● Accepted role of Mentorship to train interns to teach Healthcare IT workflow from the organization's and client's perspective, provide testing scenarios to analyze troubleshooting and communication skills.● Represented Allscripts Pune at Allscripts Client Experience (ACE) 2015 User conference held in Boston, Massachusetts, US.● Lead and co-presented two presentations at the conference, about Allscripts products and future enhancements to automate and improve user experience, patient safety in healthcare IT. Show less

  • Technical Support consultant

    Aug 2011 - Mar 2016

  • Technical Support Consultant

    Aug 2011 - Mar 2016

  • Technical Support Consultant

    Aug 2011 - Mar 2016
• 

  Avalara

  Mar 2016 - Mar 2019

  1. Responsible for collecting the information related to any application workflow issues.2. Based on the information collected, prepared documentation to be shared with the Development team.3. Knowledge awareness about the different tax laws of jurisdictions in the United States and international countries such as the UK, Australia.4. Adhere to organizational and tax compliance standards and accordingly research, analyze specific tasks. 5. Be the point of contact between the client and the Development team.6. Ensure solutions are delivered before the estimated timeline.7. Manage and review the local policy standards and procedures based on different tax types (such as sales tax, VAT, etc.) related workflows.8. Participate in Bug Bashes as an end-user to test new Enhancements of Avalara products. Report glitches immediately so they can be reviewed, prioritized for a future release.9. Install, configure Desktop based ERPs such as QuickBooks Desktop, Microsoft Dynamics AX 2012 R3 > install & configure Avalara plug-in to communicate with the ERP for the tax calculation of various types of transactions (Sales order, sales invoice, return invoice etc.).10. Perform Unit testing in Training/Test environments.11. Create end user documentation for external customers, knowledge articles for internal teams/customers (FAQs, reported issues etc.).12. Provide Product trainings to newly joined employees.13. Use of Salesforce (CRM) tool for case management. Use of JIRA tool to track bugs, product release maps, internal documentation.14. Conduct end-user trainings before system go-live. Provide Go-Live and post Go-live support to end users. Be the first point of contact to address the customer’s issues. Show less

  • Senior Technical Support Engineer

    Mar 2018 - Mar 2019

  • Technical Support Engineer

    Mar 2016 - Mar 2019
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  Allscripts India

  Mar 2019 - Jun 2022

  Senior Technical Support Consultant

  1) Troubleshooting Product related issues:- Errors and Warnings- User education about certain features/functionalities.- Understand the clinical workflow of a hospital/clinic and relate it to the application workflow.- Inform the clients about possible workarounds, Enhancement requests if problem is triaged to a next software release.- Review and develop Medical Logic Modules (MLMs) to integrate a 3rd party feature or medical entity with Allscripts applications.- Be aware of the time constraints, safety concerns to resolve a problem/explain the functionality of the application.- Engage Development team for assistance to confirm if a given scenario is a problem in actual.- Ensure requirements are fulfilled and issues are resolved before scheduled upgrades.- Provide regular updates to Management for critical issues and major incidents.- Available to assist and available when needed, especially during critical issues that affect patient safety.2) Troubleshooting backend database issues:- Identify the SQL scripts causing issue in the front end.- Work on identifying the incorrect data in the databases which is fetched by the SQL scripts running in the backend.- Write various SQL join statement scripts to fetch the data to identify errors.- Write UPDATE SQL statements by using the appropriate criteria in the WHERE clause.3) Documentation:- Provide a detailed analysis report of all the troubleshooting steps taken to achieve the desired results.- Usage of Service Now (SNOW) Case Management tool to document and keep track of the issues reported.- Review various dashboards to understand the team's goals and monitor its progress to revise own contribution (if needed) to achieve the said goals.- Follow the ITIL processes to work on Change Management, Change Requests, Incident Management related issues. Show less

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  Altera Digital Health

  Dec 2021 - now

  Expert Technical Support Consultant at Altera Digital Health