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Application Support Analyst

4 months ago

Guilford, United States Hearst Media Services Full time

**OVERVIEW**:
**Position Duties**:

- Triages software issues and resolve or escalate to other teams as required.
- Prepares and helps resolve escalated JIRA ticket events.
- Monitor and log Tickets and Client Accounts and product specific knowledge repository
- Defined response to SLA’s (Service Level Agreement)
- Complete ticket management with escalation and service level reporting
- Root Cause Analysis and Incident Analysis/Trending
- Coordinate configuration and/or code deployments as necessary
- Assist with the prioritization of initiatives by providing recommendations, documenting risks, and outlining mitigation strategies
- Other duties as required by manager

**Requirements**:

- Technical experience or training in information technology or information systems
- Previous work experience in a fast-paced customer centric service setting
- Healthcare SaaS or health insurance industry experience a plus
- Excellent verbal and written communication skills
- Strong problem solving and research skills with the ability to take responsibility and ownership for the problem and resolution
- Strong attention to detail
- Strong customer service-oriented phone skills

**Technical Requirements**:

- Some basic experience with relational databases, Oracle Database, SQL or Crystal Reports is required

**Education Requirements**:

- Bachelor’s Degree in Computer Science preferred but will consider combination of experience and education

**COMMITMENT TO DIVERSITY & INCLUSION**:
We are committed to cultivating and preserving a culture of inclusion and connectedness through collaboration. We grow and learn better together with a diverse team of employees. We welcome the unique contributions and the different perspectives of a diverse team. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

**For more information, please visit **Know Your Rights **, **Pay Transparency **, and **MHK EEO/AA Statement

**Benefits Snapshot**:

- _Medical, vision, and dental plans for full time employees _
- _401(k) offered with a generous match _
- _Benefits begin on first day of the month following employment _
- _Exercise/Health Club reimbursement opportunity _
- _Monthly dependent care reimbursement opportunity _
- _Short Term and Long Term disability _
- _Basic Term Life and AD&D Insurance _

**Paid Time Off**
- _15 days Paid Time Off _
- _13 Company Paid Holidays _
- _3 Personal Days _
- _2 Community Service days_

Degree Level : Bachelor's Degree