Application Support Analyst - remote

Job Description:

The L2 Help Desk Application Analyst provides support for clinical and business applications to enhance their performance and ensure alignment with organizational needs. This role involves analyzing and evaluating user requirements, understanding and accurately relaying system functionality, and resolving technical issues. The Application Analyst collaborates with internal teams and external partners to ensure applications support clinical and business workflows effectively.

Key responsibilities include analyzing user and department workflows, collecting and interpreting data, validating system configurations, and assisting our customers in issue resolution. The L2 Help Desk Application Analyst acquires and applies knowledge of evolving technical solutions in healthcare and supports integration with cross-functional applications. Additional skills include the following:

• Will serve as the contact for customers seeking assistance with application issues over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the appropriate L3 team.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in Service Now.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Other IT support or IT administrative tasks as needed.
• Create Knowledge Articles and maintain the Troubleshooting Guide.
• Additional responsibilities may be assigned as required to support the organization's goals.

Required:

• Clinical employees must maintain licensure appropriate to clinical education and training, without lapse.
• Epic Analysts must satisfactorily complete required Epic certification or credentialling.
• If certification is required, it must be maintained (Epic/OnBase/other 3rd Party applications)
• Application Proficiency – Understands the base workflows and system set up for applications across the health system.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
• Written Communication - Able to read and interpret written information.
• Teamwork - Contributes to building a positive team spirit.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.