| Location | Billings, MT |
| Job Type | Part-time |
| Salary | $34.52–$44.70 Per Hour |
Working title: Technical Consultant II
Classification: IT Consultant II
Division: Administration
Program: Integration and Risk
Reports to: Sr. Director of Applications & Data
FLSA status: Non-Exempt: Full Time
Schedule: Monday-Friday; 8am to 5pm
Wage Range: $34.52 to $44.70 hourly; depending on number of years of transferrable experience and internal equity
Serving the Yellowstone County community and south-central Montana for over 50 years, RiverStone Health is an essential provider of personal and public health services. Health, Education, Leadership and Protection – HELP is what we do. From medical, dental and behavioral healthcare; home care and hospice; public health services like immunizations, WIC, health promotion and restaurant inspections; and educating the next generation of health professionals, our expertise spans all ages and stages of life.
Underlying principles of access, affordability, compassion and quality in all interactions, RiverStone Health improves life, health and safety for all of the communities we serve.
The Technical Consultant II provides advanced technical support, business analysis, and technology enablement for assigned departments or service lines. This position serves as a primary liaison between business partners and technical teams, independently assessing moderately complex needs, clarifying requirements, coordinating issue resolution, and supporting the implementation and adoption of technology solutions. The TC II identifies recurring problems, evaluates opportunities for technology-enabled improvement, contributes to standards and documentation, and helps ensure solutions align with I&R governance, security requirements, and organizational priorities. This role functions with greater independence than the Technical Consultant I and may provide guidance, coaching, or escalation support to other technical staff.
The TC II operates under I&R governance, coordinates with department leadership, and is the second level of the Technical Consultant career path.
A. Advanced Technology Integration ~35%
Evaluate new and emerging technologies to determine their fit for business needs.
Lead or coordinate small to moderately complex technology implementations, enhancements, or department-specific optimization efforts.
Participate in solution evaluation, vendor discussions, product demonstrations, and fit-gap conversations when assigned.
Identify areas where technology can enhance business processes or solve recurring issues.
Coordinate testing activities with department users, including test scenario development, issue tracking, validation, and readiness feedback.
Support change readiness by identifying training needs, communication needs, support impacts, and adoption risks before go-live.
Partner with application, infrastructure, security, data, and governance teams to ensure proposed solutions align with organizational standards.
Track implementation issues, decisions, risks, and follow-up items for assigned technology initiatives.
Help evaluate whether implemented solutions achieved the intended business outcome and identify reasonable next steps when they did not.
Participate in ongoing learning and contribute to team discussions on process improvements and standardization opportunities
Follow RiverStone Health technical standards, security requirements, and documented best practices as defined by I&R governance.
B. Complex Business Analysis ~35%
Serve as the primary technology relationship partner for assigned departments or service lines.
Lead discovery conversations with department leaders and key users to clarify business needs, define problems, and separate technology issues from operational preference or process variation.
Develop clear business and technical requirement summaries for moderately complex technology needs, system changes, reports, integrations, or application enhancements.
Help departments evaluate whether a request should be handled as support, training, optimization, configuration, reporting, or formal project work.
Translate department needs into structured intake documentation, including business purpose, expected outcome, affected users, risks, dependencies, and success criteria.
Facilitate discussions between business partners and technical teams when requirements are unclear, competing, or likely to affect multiple systems.
Support prioritization discussions by helping department leaders understand technical complexity, resource needs, and potential tradeoffs. Work closely with technical teams to translate business requirements into actionable technical specifications.
Provide end-user instruction and basic training on Microsoft 365 tools, security best practices, HIPAA-compliant use of technology, and approved systems.
C. Technical Support & Issue Resolution ~25%
Deliver frontline technical support, addressing tier 1 and tier 2 issues across hardware, software, and network environments.
Serve as an escalation resource for complex tier 2 issues that require deeper technical investigation, cross-system troubleshooting, or coordination across multiple technical teams.
Lead resolution efforts for assigned technical issues from discovery through closure, including communication with affected users, department leadership, and internal technical teams.
Identify patterns in support requests and recommend preventive actions, documentation updates, configuration changes, or training opportunities.
Review and improve knowledge base content, support procedures, and troubleshooting guides used by other technical staff.
Utilize tools such as ticketing systems, remote diagnostic software, and monitoring platforms to deliver efficient support.
Participate in an on-call rotation shared across the technical team.
Provide informal coaching to Technical Consultant I staff or other support team members on troubleshooting approach, documentation quality, and customer communication.
Perform other duties as assigned in support of RiverStone Health’s mission and goals.
Minimum Qualifications
Associate or bachelor’s degree in information technology, computer information systems, business technology, or a related field; equivalent relevant experience may be considered.
Five years of professional experience in technical support, systems support, or a related IT role.
Extensive experience supporting end users, managing system changes, creating technical documentation, and working across functional teams.
Demonstrates advanced proficiency in the ability to work independently and communicate effectively with both technical and non-technical stakeholders
Any combination of experience and training which provides the equivalent scope of knowledge, skills, and abilities necessary to perform the work..
Preferred Qualifications:
Experience with Microsoft 365, Windows environments, or user account administration.
Experience in healthcare, public health, or regulated environments.
Exposure to basic workflow documentation, process observation, or requirements gathering preferred.
Experience with process improvement and/or solution implementation.
Valid Montana driver license (travel between RSH sites may be required).
Required to obtain emergency preparedness on the job training at a minimum of ICS 100, 200, and 700.
Working knowledge of common desktop hardware, peripherals, Windows operating systems, and Microsoft 365 productivity tools.
Ability to learn department operations, workflows, and how technology supports service line needs.
Strong customer service skills, sound troubleshooting methodology, and good documentation habits; works effectively with users of varying technical ability.
Ability to observe a workflow, identify where it breaks down, and describe the problem clearly in writing.
Ability to prioritize multiple requests, manage time, and follow through on routine tasks.
Knowledge of HIPAA privacy, security, confidentiality requirements, and best practices
Ability to follow technical standards, escalation procedures, and change management practices set by I&R governance.
Doing things right the first time
Making people feel welcome
Showing respect for each customer
Anticipating customer needs and concerns
Keeping customers informed
Helping and going the extra mile
Responding quickly
Protecting privacy and confidentiality
Demonstrating proper telephone etiquette
Taking responsibility for handling complaints
Being professional
Taking ownership of your attitude toward Service Excellence.
None
Work is primarily performed in an office or healthcare environment.
Requires frequent use of a computer for a substantial portion of the shift.
May require lifting, moving, or installing endpoints and peripherals within safe limits.
Travel between RiverStone Health locations may be required.
Ability to travel and use own personal vehicle. Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, other vehicles, etc. Travel occurs in all weather conditions, including extreme heat and cold
Must create and maintain a safe and secure work environment by following applicable safety, health, and security procedures.
Works under limited supervision on assigned support, analysis, and implementation responsibilities.
Uses independent judgment to assess moderately complex technical and business needs, determine next steps, and coordinate appropriate resources.
May recommend or implement approved configuration changes, workflow-supporting adjustments, or standard technical solutions within established governance and change management practices.
Leads regular meetings with assigned departments and ensures follow-up items are documented and advanced appropriately.
Daily written and verbal communication with other technology teams.
Responsible for handling sensitive business and protected health information appropriately.
This position does not have direct budget or FTE responsibility.