Application Support Analyst - InfoMC

Application Support Analyst

InfoMC is a fast-paced, growing company, which provides collaborative healthcare process management technology to improve the quality, cost and value of care. At InfoMC, we believe that it is possible to directly improve care through technology, and provide state of the art capabilities that improve care coordination of chronic illness and wellness. Our solution provides process management software to the commercial and public-sector markets, for use in managed behavioral healthcare, disease management, and EAP/Work-Life. Our member centric approach offers integrated technology solutions that enhance interaction between payers, providers and consumers.

The Application Support Analyst (ASA) performs software support activities for InfoMC clients. In this role, the ASA follows best practices to effectively deploy and support InfoMC software products and services, which in turn support client business objectives. The ASA 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 Application 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, configuring systems and applications
  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved

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 with 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 Application Support Analyst demonstrates:

  • Positive, proactive, client service attitude
  • Ability to organize information, learn complex technologies, and explain concepts and instructions clearly and concisely
  • Resourcefulness in finding solutions and answers to questions, learning the unfamiliar on the fly, gaining understanding of concepts and technologies that enable you to resolve an issue without escalation, or communicate useful and accurate data to next level resources
  • Excellent troubleshooting skills – a systematic approach to finding the root cause of an issue by dividing a complex system into components that can be tested individually, in order to eliminate or include them as potential cause, or part of the problem.
  • Keen attention to detail
  • Excellence in clearly articulating technical problems and resolutions
  • Create documentation
  • 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

Qualifications

  • 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
  • Experience with browser Dev Tools
  • Knowledge of and experience with enterprise applications
  • Intermediate level skill in Transact-SQL in SSMS, SQL Server 2016
    • Required –
      • Proficient in use of SELECT, INSERT, UPDATE, DELETE, HAVING, GROUP BY, CASE, JOINs, Aggregate functions, Transactions, Temp tables, Variables, Data Types, Subqueries
      • Knowledge of SQL Server Database design; Objects and Relationships (tables, views, columns, PK, FK, Constraints, etc.), Stored Procedures (ability to read, understand, and follow)
    • Pluses –
      • Ability to write complex Stored Procedures
      • Understanding of SQL Server SSIS and SSRS products
      • Trace, Profiler, Extended Events tools
      • ETL concepts
    • Experience with Atlassian JIRA Issue Tracker, Service Desk
    • Experience with Microsoft Report Builder, for the creation of RDL files for SSRS
    • Knowledge of HIPAA Privacy Rules and Compliance
    • Experience with HIPAA EDI
    • 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)

InfoMC is an equal opportunity employer. Please note that due to COVID, all positions are temporarily remote.

Please send resume and salary requirements to Brooke.Cardarelli-Huff@infomc.com

Stay in the know.

Sign up to receive InfoMC's emails!