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Application Support Specialist

2 months ago

Fort Lauderdale, Florida, United States CHG Healthcare Full time

Empowering Healthcare Through Technology.

At CHG Healthcare, we have revolutionized the locum tenens staffing model since our inception in 1979. As the foremost physician staffing organization in the United States, we facilitate connections between healthcare providers and patients in need of their expertise. Our expanding industry presents numerous opportunities for professional growth and development, making a career with us both fulfilling and enjoyable.

We are seeking a skilled Application Support Specialist who is proactive and team-oriented. This role involves collaborating with engineers, product managers, and support staff to effectively maintain, enhance, and support CHG applications, ensuring an exceptional experience for our employees, providers, and clients. The ideal candidate will also serve as a bridge between third-party partners and our internal product teams for feature development and implementation, focusing on delivering value-driven results.

Key Responsibilities:

  • Deliver daily support and troubleshoot issues on a multi-tenant application, including advanced troubleshooting and system administration for both internal and external applications and integrations.
  • Safeguard the product roadmap by taking full ownership of reported issues to minimize escalation.
  • Document known issues and their resolutions to share with the team, ensuring clear communication of progress and outcomes throughout the process.
  • Contribute to a knowledge base of tickets and resolutions to help prevent unnecessary escalations.
  • Provide thorough diagnosis and diagnostic information, including reproduction steps for any issues prior to escalation.
  • Become a subject matter expert on application functionality to offer secondary (Tier 2) customer support and mentorship to frontline support as needed.
  • Utilize existing monitoring tools to observe system performance, load, and outages.
  • Triage alerts from monitoring tools and escalate to the platform and engineering teams as necessary.
  • Collaborate with application engineers to ensure optimal performance and reliability of the underlying infrastructure.
  • Act as a liaison between engineering teams and other stakeholders, including end-users and third parties when required.
  • Engage in scrum ceremonies as needed.
  • Assist in third-party application integrations with internal platforms.
  • Maintain data integrity and perform maintenance and analysis of systems, as well as develop and deploy custom reports.
  • Support the delivery team in implementing new features or functions that are currently underutilized.
  • Leverage core business process capabilities within supported applications to gather business requirements, conduct gap analysis, research and evaluate alternative solutions, document findings, and optimize business processes.
  • Build and nurture relationships with product managers, support teams, and leadership.
  • Manage and oversee additional applications within the CHG application portfolio as opportunities arise.

Qualifications:

  • Utilize exceptional customer service and technical skills to deliver a world-class experience.
  • Exhibit excellent written, verbal, and interpersonal communication skills to foster collaborative relationships based on trust.
  • Become a subject matter expert for both internal and external applications through critical thinking and advanced problem-solving.
  • Demonstrate a strong sense of ownership and accountability, with attention to detail and urgency in driving results.
  • Exhibit leadership qualities to mentor other technical personnel.
  • Possess expert proficiency in MS Office.
  • Propose innovative solutions to resolve customer issues and enhance our products.
  • Show quick learning capabilities to teach and document technical skills for non-technical learners.
  • Experience with tools such as JIRA is preferred.
  • Solid understanding of Windows and MAC operating systems.
  • Practical expertise in managing application reliability practices for consumer-facing web and mobile experiences.

Education & Experience:

  • A minimum of 4+ years in an advanced IT support role.
  • Bachelor's Degree in Information Technology, Application Development, Business Administration, or a related field.
  • Relevant professional experience and/or certification may substitute for some candidates.

Preferred Qualifications:

  • Proficiency in business intelligence platforms and/or database analysis skills.
  • Experience with advanced support and administration of applications and tools, including JIRA, AWS, CRM (Salesforce/Bullhorn), web applications, Java, document management, credentialing, digital assets, APIs, and/or automation.
  • Familiarity with SDLC and object-oriented programming.
  • Advanced SQL and/or querying skills.
  • Experience in Agile/Scrum methodologies.

At CHG Healthcare, we believe in equitable compensation for all employees, which is why our pay structure reflects the cost of labor across various U.S. markets. For this position, we offer a competitive salary range, with variations based on work location and job-related factors such as expertise, position level, and experience.

We offer a comprehensive benefits package that includes:

  • 401(k) retirement plan with company match.
  • Traditional healthcare benefits such as medical and dental coverage, along with unique offerings like onsite health centers and corporate wellness programs.
  • Flexible work schedules, including remote work options.
  • Recognition programs with rewards such as trips, cash, and paid time off.
  • Family-friendly benefits, including paid parental leave and fertility coverage.
  • Access to tailored training resources, including free LinkedIn learning courses.
  • Volunteer time off and employee-driven matching grants.
  • Tuition reimbursement programs.

CHG Healthcare values diversity and inclusivity in our workforce. We encourage applicants from all backgrounds to apply, even if they do not meet every qualification listed.

What sets CHG apart?