Software Support Analyst

The Software Support Analyst (SSA) performs software support activities for InfoMC clients. In this role, the SSA follows best practices to effectively deploy and support InfoMC software products and services, which in turn support client business objectives. The SSA is also responsible for QA activities and in assisting in the design, delivery, and improvement of implementation guidelines, training programs, and related documentation.

What the Software Support Analyst does:

Client Support

  • Develop and maintain in-depth knowledge of InfoMC software products
  • Serve as first- and second-line application support of InfoMC core systems and processes, resolving technical questions and communicating solutions directly to clients
  • Prioritize and handle service requests and incidents within predetermined SLAs
  • Provide timely feedback to clients on reported issues after determining severity and priority
  • Perform hands-on fixes, including installing and upgrading software, configuring systems and applications
  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
  • Assist with software installation, both “net-new” and upgrades

Issue Management/Communication

  • Operate as a trusted collaborative partner with all teams internal and external to InfoMC
  • Effectively manage all reported issues with attention to the documented service levels
  • Document progress, and resolution of customer requests in issue tracking system in accordance to department and company standards and procedures
  • Communicate software problems and issues to key stakeholders including management, development teams, client services teams

Best Practices and Process Improvement

  • Make recommendations for support process improvement and implement changes in process
  • Contribute constructively to feedback for “lessons learned” conversations as issues arise

What the Software Support Analyst demonstrates:

  • Positive, proactive, client service attitude
  • Ability to organize information, learn complex technologies, and explain concepts and instructions clearly and concisely
  • Keen attention to detail
  • Excellence in clearly articulating technical problems and resolutions
  • Ability to work on multiple tasks simultaneously and meet deadlines while providing high quality results
  • Active listening skills
  • Ability to interpret technical documentation for training, end-user procedures, and support activities
  • Ability to diagnose, research and resolve complex technical issues independently or as a cooperative member of a team
  • Superior communication skills, both verbal and written
  • Ability to independently navigate business and organizational issues
  • Working knowledge of the Software Development Lifecycle
  • Working knowledge of version control systems


  • Bachelor’s Degree in Computer Science, Information Systems, Healthcare, Business, or equivalent work experience
  • Experience in customer service, client relations, and help desk operation.
  • Experience with troubleshooting web-based applications and technologies
  • Knowledge of and experience with enterprise applications
  • Basic understanding of creating and executing SQL queries
  • SSRS reporting knowledge and use
  • HIPAA transaction knowledge
  • Demonstrable knowledge of Microsoft Office tools
  • Ability to travel to InfoMC client locations (national)
  • Local Candidates ONLY – Conshohocken, PA (Suburb of Philadelphia Metro Area)
  • Authorized to work in the United States (no sponsorship provided by company)

Highlighted benefits for being a Team member:

InfoMC is an equal opportunity employer with a generous compensation plan

  • Excellent earning potential with qualifying annual bonuses
  • Health, Dental and Vision Plan
  • Weekly in-office yoga classes
  • Monthly lunch provided, fresh fruit, dry snacks available daily
  • Life insurance, short- and long-term disability
  • 401(k) retirement savings plan
  • Paid holidays and vacation
  • Gym on premises
  • Community volunteering opportunities
  • Conveniently located in the heart of Conshohocken, PA; adjacent to the Conshohocken train station for SEPTA Regional Rail Line
  • Conveniently located near the 130-mile Schuylkill River Trail

Please send resume to: resumes@infomc.com