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Population Health Senior Software Support Analyst

2 months ago

Coppell, United States Lightbeam Health Solutions Full time $75,000 - $90,000
Job DescriptionJob Description

JOB SUMMARY:

The Senior Software Support Technical Analyst provides high-level qualitative support and troubleshooting for Lightbeam Population Health Management software. The Analyst prioritizes and researches data and software issues to establish and communicate the root cause and resolution while ensuring Customer satisfaction.

JOB RESPONSIBILITIES:

  • Triage and perform analysis of reported issues
  • Engage with end users to assist in resolving an issue
  • Identify, record, and thoroughly document findings and compare to expected results
  • Utilize appropriate diagnostic tools and techniques to assist in investigating root cause
  • Consult with Development resources, as appropriate and necessary
  • Test fixes to ensure issue has been successfully resolved prior to production deployment
  • Obtain and maintain working knowledge of Population Health Software and other product offerings
  • Learn and maintain working knowledge of software and hardware as well as clinical and claims interfaces
  • Maintain communication with customers on open issues until resolution
  • Provide weekly/monthly status reporting to Management.
  • Perform knowledge transfer through documentation and/or training to support personnel and end users
  • Provide recommendations for training material and user guide improvements and revisions
  • Work closely with Account Managers, Advisory, Development and Quality Assurance

QUALIFYING JOB KNOWLEDGE, SKILLS, & ABILITIES:

  • Experience with SQL.
  • Experience with business reporting and analytics
  • Experience in a customer facing or customer support role
  • Excellent problem solving and troubleshooting skills
  • Experience in writing clear, concise and comprehensive documentation of resolution progression
  • Excellent customer service skills
  • Strong organizational skills
  • Experience in a team environment
  • Ability and availability to travel (Up to 10% travel)

EDUCATION:

Required:

  • A relevant college degree, with 3+ years of professional experience
  • In lieu of a degree, equivalent professional experience may be considered