Software Systems Analyst

4 weeks ago


Phoenix, Arizona, United States CPS Insurance Services Full time

We are seeking a highly skilled Software Systems Analyst to support our Software Development Team. The ideal candidate will be responsible for providing second-level support for Software Services, serving as the first level of support for Cardiac Rehab Specialists, Patient Monitoring Specialists, or internal staff addressing software, firmware, Portable Connect, and tablet issues.

This is a remote, full-time position reporting to the Director of Software Development. The successful candidate must be able to work shifts to be available for our internal teams across various locations throughout the country.

Responsibilities:

Perform comprehensive daily reviews of feedback received via feedback channels to assess and prioritize user comments, issues, and suggestions.

Generate detailed tickets for the Business Analysis (BA) team to review and validate, ensuring proper referencing of feedback ticket IDs.

Serve as the first level of support for the Cardiac Rehab Specialists, RTM, or internal staff addressing software, firmware, Portable Connect, and tablet issues. Provide reports as requested.

Offer expert advice and support for incoming issues that require swift resolution.

Identify and escalate significant or trending issues to the supervisor, providing detailed data and analysis to support prioritization.

Conduct high-level investigations into technical issues utilizing Mezmo Logs and sourcing appropriate S3 logs for developers.

Act as a resource for developers and QA teams, providing technical support and insights.

Provide second-level support (both during normal and off-hours) for Software Service Support Level 1, assisting with software, firmware, and tablet-related queries and issues.

Conduct tests and gather data for analysis, contributing to decision-making processes.

Support the development team by troubleshooting software and firmware issues before release.

Perform and document final pre-release testing of software and firmware (Pedal Parties) as needed.

Take on any additional duties that may arise from time to time or as assigned by the company.

Provide feedback and suggestions to management on issues that need improvement.

Requirements:

Excellent communication and resolution skills.

Ability to collaborate within the team and with stakeholders.

Strong organizational and time management skills with the ability to multitask and prioritize effectively.

Ability to sit at a computer terminal for an extended period.

Moderate noise (i.e., phone calls, online meetings, computer audio).

While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.

Specific vision abilities required by this job include close vision requirements due to computer work.

Regular, predictable attendance is required.

No phone calls or third parties. Candidates must be United States citizens or legal permanent residents. Proof of legal residence and work authorization in the United States is required.

Remote Work: No



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