Application Support Analyst

JOB PURPOSE:

The Application Support Analyst will be responsible for providing support to various applications and users to train and enable them to utilize computer applications efficiently and effectively to fulfill business objectives. Responsibilities include troubleshooting applications and software for all internal external business units, such as physician practices, WIKIs, JIRAs, Dashboard, ETL Monitor, etc. The Application Support Analyst will also assist in supporting any other in-house designed and developed software packages and act as a liaison between end user and programmer to facilitate a resolution and perform business analysis for IT projects and task as needed to help develop new applications and maintain existing ones. He/She will also provide end user training and documentation as required as well as test new or modified applications.

KEY RESPONSIBILITIES

1. Implements effective problem solving issues and manages appropriate escalation.

2. Creates help manuals for existing and new programs/applications.

3. Assists enterprise applications team to optimize application performance and functionality.

4. Assists enterprise applications team on project related tasks.

5. Assists New Physician or Clinic on boarding process.

6. Identifies and recommends solutions and customizations to meet end user requirements.

7. Develops testing strategies.

8. Manages & update appropriate documentation such as wikis, jira.

9. Change Management: Participates with Piedmont IS Change Management, including system testing, scrutinizing release documentation, ensuring release controls have been adhered to, and execution of release to the production environment.

10. Provides on-call rotation for off-hour support and service assurance coverage.

11. Answers business user requests that require technology related intervention.

KNOWLEDGE, SKILLS, ABILITIES Excellent verbal and written communication skills. Self-motivation and capability to work with minimal supervision. Leadership skills and ability to take initiative. Proficient in Microsoft Office Suite (Word, Excel, Visio)

#LI-POST #GD

MINIMUM EDUCATION REQUIRED:

A Bachelor’s Degree in Computer Science or an equivalent combination of education and experience in related field. (8) Years in lieu of degree.

MINIMUM EXPERIENCE REQUIRED:

Minimum of two years of experience in a technical support role in relational database SQL to aid testing scenarios and issue resolution.

MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:

None.

ADDITIONAL QUALIFICATIONS:

Minimum of one year of experience in MS SQL Server database environment. Prior experience providing application support to broad business and technical groups. Experience training users on new application features and functionality. Experience with networking, firewalls and security, troubleshooting software and hardware problem. Proven experience managing and monitoring applications for successful integration.