Job Details

ID #44537232
State Colorado
City Denver
Job type Contract
Salary Depends on Experience
Source iSpace, Inc
Showed 2022-08-02
Date 2022-07-26
Deadline 2022-09-24
Category Healthcare
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Application Support Analyst

Colorado, Denver, 80201 Denver USA

Vacancy expired!

App Support Analyst

Location: 100% remote work (can be onsite if needed)

Duration: 6 Months Contract with the strong possibility of an extensionThis individual will be part of a team of Tier 2 Support Analysts, supporting our client's proprietary clinical / electronic medical record applications. This client is rolling out a new clinical application product nationwide and is building a team of

Tier II App Support Analysts to work with both the clinical end users, legal/compliance departments as well as the Developers and QA team s to help troubleshoot and resolve issues that occur both in the pilot phases and formal rollout.

Hours will be 8:00 am- 4:30 Mountain Time pm (there is some flexibility as they team needs coverage for all time zones).

Will be supporting a ticket volume of approximately 50 tickets/week .

Overtime will be available . Duties and responsibilities will include the following:
  • Configure, analyze and support clinical, registration, administrative and other healthcare information systems used for delivery of patient care and other supporting functions
  • Consult with development, training, support teams as well as field teammates to identify current operating procedures and to clarify objectives within applications
  • Write documentation to describe program development, logic, enhancements and corrections
  • Write change release details or new/current operating procedures for our customers
  • Actively triage support issues through an enterprise level ticketing system
  • Commit to proactive and reactive communication with support requesters as well as other IT organizational teams
  • Ability to follow processes to lead, manage and monitor all aspects of application use and performance to pinpoint cause and clearly escalate issues to senior teams
  • Perform basic remote application support activities through tools such as Beyond Trust
  • Will be working with Spanner and writing out defect items in JIRA
  • Collaborate with clinical and business advisory groups to provide system solutions that support and enhance the adoption of electronic medical records and supporting components including system configuration, function and access
  • Develop and maintain Application Support standards, process, procedure and policies and other documentation as requested
  • Provide education and documentation to teammates at the requester and Service Desk level to promote service excellence
  • Publish materials to be used in the Knowledge Base system to help teammate's self-service issues and educate other support teams
  • Collaborate with other IT organizational teams in support of enterprise wide goals
  • Will help build tools when the product is out of pilot.

Required Skills and Expertise:
  • Associate's Degree in Computer Science, Information Systems or other related field. Or equivalent work experience
  • Minimum of 2 years in a customer service function, supporting non-technical customers in a technical environment
  • Needs to have Tier II ticket handling and communication experience.
  • Experience supporting proprietary applications
  • Advanced computer skills and proficiency in MS Word, Excel, PowerPoint and Outlook
  • Must have an analytical mindset (asking why did this happen, where did it go wrong, and what should happen in the future)
  • Needs to have SQL knowledge and have the experience writing queries
  • Ability to read and recognize function of PL/SQL queries
  • Experience providing documentation
  • Strong customer service skills and communication skills
  • Flexible attitude and willing to serve in multiple roles when needed
  • Customer empathy (as customer is transitioning from a legacy system to a new system)

Desired Skills and Expertise:
  • Knowledge in the use of Github, Cloud Spanner, Cloud SQL, Google Cloud Storage would be ideal to perform troubleshooting related to application changes and releases
    • Any experience with Spanner and Cloud troubleshooting would be a huge plus
  • Intermediate knowledge of Cloud platform support
  • Any healthcare application support experience would be a plus

Vacancy expired!

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