Senior Application Support Analyst

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Address user-reported concerns pertaining to MRO healthcare product applications, systems, and technology.

• Utilize product documentation, technical expertise, troubleshooting methodologies, diagnostic tools, and other resources to resolve user inquiries.

• Enhance knowledge to boost the team's ability to resolve issues effectively.

• Prepare, validate, and submit regulatory data and reports mandated by CMS and TJC on annual and quarterly schedules.

• Collaborate with clinical, operational, compliance, and IT teams to ensure adherence to regulations, data integrity, and timely submissions.

• Develop, update, and maintain training materials, including courseware, videos, outlines, and user reference guides.

• Foster client and employee satisfaction by delivering prompt, proficient, and proactive customer service.

• Communicate via ticketing systems, instant messaging, VOIP, or telephony solutions.

• Follow established procedures and protocols diligently.

• Record actions and relevant information in ticketing systems and other tools.

• Cultivate technical support capabilities for additional support initiatives.

• Investigate, diagnose, and resolve intricate software issues, collaborating with development and infrastructure teams as necessary.

• Champion enterprise issue prevention strategies.

• Manage several support issues concurrently in a dynamic environment.

⛳️ Requirements

• Capability to investigate, diagnose, and resolve intricate software issues.

• Ability to coordinate efforts with development and infrastructure teams.

• Skill in driving enterprise issue prevention initiatives.

• Experience with basic database interactions, including querying and analyzing data in Microsoft SQL Server or similar platforms.

• Fundamental knowledge of software engineering platforms, web applications, hosting, security, databases, back-end systems, and front-end user interfaces.

• Proven proficiency with commercial ITSM tools such as Jira and ServiceNow.

• Demonstrated expertise with the Microsoft 365 Suite.

• Basic troubleshooting skills for Windows and MacOS.

• Basic troubleshooting capabilities for browser-based applications, including the use of Chrome developer tools.

• Familiarity with emerging AI technologies such as Microsoft Copilot, Claude, Gemini, Cursor, or equivalent.

• Ability to manage multiple support issues concurrently in a fast-paced environment.

• Demonstrated responsiveness and ownership mindset.

• Proficiency in using data validation tools and methods with a strong focus on detail.

• Minimum of 5+ years of experience in a technical support role.

• Preferably, experience in customer interaction and technical troubleshooting within a healthcare setting.

• Knowledge or experience with regulatory quality submissions.

• Familiarity with EMR systems, standards, and terminology.

• Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent experience, preferred.

🏝️ Benefits

• Eligibility for annual cash bonuses.

• Medical insurance coverage.

• Dental insurance benefits.

• Vision insurance options.

• Life insurance coverage.

• Participation in a 401(k) plan.