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Application Support Analyst

4 months ago

Nashville, United States Medasource Full time

Position: Junior Support Specialist

Duration: 6-month contract to hire

Start Date: June 10th Location: Nashville, TN (Hybrid)

Onsite: 2 days per week Remote: 3 days per week

We are seeking a Junior Support Specialist to join our dynamic support team. The ideal candidate will have a passion for technology and customer service, with a desire to learn and grow within our clients organization. This role offers an exciting opportunity to gain experience across multiple product streams and gain visibility into various parts of the organization, contributing to the overall success of this enterprise healthcare system.

Position Summary:

Provides development, subject matter expertise, and support for the CRM applications. Ensures adequate support for CRM and all integrations into potential systems, including coordination and assistance with the product implementation and issue resolution, and working with the appropriate IT&S teams (e.g. Document Imaging, Clinical Systems, Client Support Services, DBA, etc.) and appropriate Vendor application resources as necessary. Analyzes business problems/opportunities in the context of requirements and recommends and develops solutions that enable the organization to achieve its goals. Recommends changes to core IT&S infrastructure, current business/clinical processes, policies, and information systems that provide recognized business value. Works with other key project team members to define requirements, design the functional solution, identify, and escalate project issues, and ensure the IT solution meets requirements.

Key Responsibilities:

Provide first-level support to end-users for a variety of software products and solutions, ensuring timely and effective resolution of issues.

Subject matter expert for assigned applications

Troubleshoot and diagnose technical problems, escalating complex issues to senior support specialists or other departments as needed.

Document and track support requests, ensuring accurate and detailed records are maintained in the support ticketing system.

Collaborate with product development, QA, and other teams to address and resolve user-reported issues.

Assist in the creation and maintenance of user guides, FAQs, and other support documentation to enhance the user experience.

Participate in training sessions and workshops to stay up-to-date with product features, enhancements, and best practices.

Provide feedback to product teams based on user interactions to contribute to continuous improvement of our products and services.

Gain exposure to different parts of the organization and develop a broad understanding of our operations and workflows. Additional Responsibilities:

Provide input related to process design and communicating requirements to product development, external solution providers, testing, and education/training.

Act as a Product Analyst within CRM and project Integrations, including requirements gathering, design, development, and testing for support.

Participate in requirements validation and feasibility analysis with respect to CRM.

Accurately report issues and status to project management team

Work with development teams from design to deployment of enterprise services.

Research and become the Subject Matter Expert (SME) on the interaction of the Service with source systems as well as interaction with the consumers (business users). Qualifications:

Bachelors degree in information technology, Computer Science, or a related field.

Strong interest in technology and software applications.

Excellent problem-solving and analytical skills.

Strong communication and interpersonal skills, with a focus on customer service.

Ability to work independently and as part of a team in a fast-paced environment.

Able to succinctly communicate verbally and in a variety of media.

Able to design and develop solutions to meet functional and non-functional requirements.

Demonstrated ability to facilitate diverse groups of people in a problem-solving environment.

Strong interpersonal skills and proven leadership skills working with diverse and complex projects.

Strong problem and issue resolution experience and create quality deliverables.

Highly motivated and be able to work independently with little supervision.

Familiarity with support ticketing systems and customer support processes is a plus.

Basic understanding of healthcare systems and software is a plus