Application Support Analyst

IT, Application, Analyst, Manager, Windows, Project
Full Time
Travel not required

Job Description

Tabula Rasa HealthCare is a family of companies that leverages technology to improve healthcare. TRHC works with providers and insurers to identify multi-drug interactions and to reduce risk of medication-related problems. We have developed the first multi-drug interaction tool that identifies risk across a variety of safety factors and presents meaningful opportunities to mitigate that risk. This technology can be used to assess safety at the individual patient-level or to stratify medication risk at the population-level, and can be embedded within any EMR or other healthcare IT system.

The Application Support Analyst I is responsible for the daily maintenance, troubleshooting and issue triage, and administration of various applications necessary for the company to function. Focus is on the ability to minimize end-user downtime and preserve daily business workflow. Level I Analysts are responsible for identifying known errors through triage and troubleshooting techniques based on familiarity of the systems. They are also expected to escalate incidents to senior team members in finding solutions if they are not able to resolve on their own. Level I Analysts may assist training staff with the use of systems and provide guidance on best practices within systems while providing general support of applications within multiple departments. Level I Analysts are also responsible for documentation and knowledgebase retention of systems and applications. Level I Analysts may have a limited role in working with other teams, as appropriate, for issue collaboration and resolution.

Primary Functions:
  • Support internal and external end-user requests related to proprietary and cloud applications developed in-house by Tabula Rasa Healthcare and/or its subsidiaries.
  • Create end-user accounts, terminate access, and change access based on established procedures.
  • Escalate issues to development or technical operations teams as needed.
  • Communicate with client liaison groups with respect to approvals and established process.
  • Provide basic desktop support within the scope of necessity to troubleshoot supported applications
  • Contribute to and maintain system standards, documentation, policies and procedures
  • Develop, maintain, and document installation and configuration procedures
  • Manage ticketing systems: create, update, and close incidents
  • Escalate issues as required for resolution to Application Support lead or Manager

Secondary Functions:
  • Assist with support of Windows-based Active Directory environment as needed
  • Support after-hours incidents within monthly rotation (1 week/month)
  • Project work that may include, but not be limited to, tasks such as desk-to-desk moves

Qualifications:

Education, Experience & Training:
  • High school diploma required. Associates degree or better preferred
  • 1+ years of experience in a healthcare-based help desk, call center, or equivalent environment
  • Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail

Specific Skills:
  • Demonstrated experience with healthcare software, terminologies
  • Proficiency with Windows 7/10 and Microsoft Office 2013/2016
  • Experience with JIRA, Confluence, or other ticketing systems
  • Ability to communicate clearly via email, telephone, or instant message

Competencies:
  • Self-motivated, team player, action and results oriented
  • Ability to communicate clearly via email, telephone, or instant message
  • Ability to create/update supporting documentation
  • Ability to successfully work under tight project deadlines
  • Ability to work independently in a self-directed manner and collaboratively as a team member
  • Demonstrated ability to work with non-technical personnel
  • Ability to handle stress and prioritize multiple-issues in a fast-paced environment
  • Excited & motivated to learn new technologies


#DICE
Dice Id : 90940972
Position Id : 2846312
Originally Posted : 7 months ago
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