Senior Application Support Analyst

Overview: The Senior Application Support Analyst will understand and perform all the duties expected of the entry level Application Support Analyst. This role is quite broad as it encompasses many responsibilities and does expand. Through time, training and experience the Senior Application Support Analyst will understand all the advanced job responsibilities. The advanced tasks are learned through experience and training. Once these tasks are learned the Senior analyst may also be called on to train the entry level analyst. The senior analyst maybe called upon to represent the team in meetings and with trainings that are more advanced and take an advanced knowledge of the job.

Duties and Responsibilities:

• Take a leadership role within the application support team to triage production problems, perform defect analysis and provide fixes in a timely fashion, particularly with high priority items;
• Provide and take ownership of estimates for your work and monitor progress against the estimate;
• Work with support team to prioritize and schedule support and assigned project activities;
• Work collaboratively with other Inovalon departments to ensure fit for purpose solutions are delivered;
• Coach and mentor other members on the team in both internal processes and the application;
• Liaise with Technology, Engineering and cross-functional teams to resolve application issues;
• Perform troubleshooting via SQL Developer and/or similar technology to support operational and project needs;
• Update documentation to cover implementation of application solutions, including technical specifications, site deployment and support requirements;
• Ensure compliance to Company procedures when making changes and implementing code;
• Respond to support requests through phone calls, emails, live chat, and in person;
• Tier 1 and 2 end user support for issues with internal applications, data integrity, data exchange, and reports;
• Troubleshoot, identify, track, and ensure resolution of issues;
• Will be the first level of escalation within the support team to help troubleshoot issues;
• Provide application administration functions such as creating and updating standardized codes, mapping tables, account queues, and other data parameters for our internal applications;
• Maintain a follow up schedule for unresolved issues;
• Create and maintains system configuration, process, and procedure documentation on assigned projects;
• Prioritize help desk requests based on operational needs and escalate issues to quick resolution when needed;
• Assist operations with process improvement and finding solutions to business problems;
• Maintain compliance with Inovalon’s policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

Job Requirements:

• Minimum of 5 years of experience in application support, SaaS experience preferred, healthcare background preferred;
• Minimum 3 years’ experience with basic system administration tasks in Linux and Microsoft Windows servers;
• Proficient in ServiceNow or other CRM system (Salesforce, etc.);
• Being able to communicate clearly with clients; client focused and sensitive to client needs;
• The ability to prioritize client issues as they are submitted;
• The ability to multi-task effectively;
• Excellent problem solving and analytical skills.

Education:

• Associate’s Degree required; and
• Bachelor’s Degree in a related area preferred.

Physical Demands and Work Environment:

• Sedentary work (i.e. sitting for long periods of time);
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
• Subject to inside environmental conditions; and
• Travel for this position will include less than 5% locally usually for training purposes.