Application Support Analyst

Department: Client Services
Reports To:

We are seeking an Application Support Analyst for our Client Services Team. This position will interface with InfoMC’s clients to perform contracted software support activities.  The Application Support Analyst will interface with the InfoMC Product Manager and Account Executive, as well as the Client to resolve obstacles to the efficient everyday use of InfoMC’s software products and services.

Key Responsibilities


  • Field incoming problem tickets from clients to resolve software or service issues.
  • Perform hands-on fixes, including installing and upgrading software, data cleanup, and configuring systems.
  • Communicate software problems and issues to key stakeholders, including management, development teams, client, and unit leaders.
  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
  • Coordinate with client to assess software training needs and objectives.
  • Provides technical input for the enhancement and development of all InfoMC’s software products and services.
  • Participate in the testing of new software releases.

Job Requirements

Experience/Skills

  • Proficiency in Microsoft Office software suite.
  • Able to assist with the development of technical documentation for training and end user procedures.
  • Experience with SQL databases for queries and problem tracking a plus.
  • Experience in software support and help desk application and procedures.
  • Ability to present ideas in a business-friendly and user-friendly language.
  • Strong customer service skill sets.
  • Strong analytical and problem solving abilities. Experience with troubleshooting and issue resolution.
  • Self-motivated and strong ability to manage multiple assignments.
  • Strong organizational, planning and time management skills.
  • Able to work both independently and as part of a team.
  • Managed healthcare background a plus.
  • Some travel may be required to InfoMC’s client sites.

Education

  • Bachelor’s Degree plus 1 –2 years experience.
  • A Bachelor’s of Science in Customer Service is a plus.