Application Support Analyst

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Job Summary:

The Application Support Analyst provides advanced support for clinical and business applications. This role requires a comprehensive understanding of application functionalities and great responsibility in managing support requests, documentation, and vendor relationships. 

Key Responsibilities: 

• Respond to application support requests and incidents within defined SLAs, ensuring high-level customer service and communication. 
• Manage application and team documentation through proper document management lifecycles. 
• Maintain and expand relationships with software vendors, ensuring application teams receive top-tier support. 
• Plan and execute application upgrades, ensuring applications stay patched for security vulnerabilities. 
• Achieve necessary certifications and continue professional development. 
• Participate in and lead smaller analyst-led projects, taking on basic project management tasks such as scheduling calls, coordinating with team members, tracking follow-ups and communicating project status. 
• Gain proficiency in clinically integrated hospital and physician office workflows (both clinical and business). 
• Participate in the development and routine maintenance of detailed architecture documentation including system diagrams, and documentation of system dependency maps, integrations, and other critical components as needed to comply with disaster recovery, security, and operational requirements. 
• Participate in the entire application lifecycle to include implementations, upgrades, and eventual decommissioning and data archiving. 
• Work well independently, requesting help only when needed.  Escalate appropriately after completing due diligence/proper investigation.  
   

Skills and Experience: 

• Bachelor's degree in Information Technology, Engineering, Healthcare Informatics, Computer Sciences, or a related field. (relevant education and/or industry experience equivalent to a 4-year degree accepted) 
• 2+ years’ experience in healthcare IT or equivalent IT application analyst position. 
• Proven analytical thinking and problem-solving skills. 
• Experience in executing ITIL-aligned service management processes, including Incident, Request, and Change Management 
• Excellent communication and customer service abilities. 
• Experience in managing application support and documentation. 
• Ability to work collaboratively in a team-oriented environment and independently. 
   

Additional Details: 

•  Some roles may require participation in an on-call rotation to provide 24x7 support for critical applications, ensuring continuous and reliable service availability