Application Support Analyst

Job Title: Application Support Analyst

Job Summary:

RevSpring provides patient engagement and revenue cycle management services to its clients. In order to provide the highest quality service to its clients, RevSpring is seeking an individual who would be a good fit with our team culture as well as having the skills, desire, and enthusiasm to excel in the Level 2 (L2) Application Support Analyst role. We place great importance on our continual improvement of our services, our operational efficiencies, and our customer service, and the successful candidate will contribute to these objectives in measurable ways.

Our L1 support staff handles incoming communications from our clients including system change requests as well as reports of system issues. For items that require additional research or technical knowledge, the L2 Application Support Analyst will provide this additional assistance.

In response to a ticket, typical tasks would include reviewing system logs, examining database records, or examining documentation / program logic to answer the inquiry or identify the source of the reported issue.

Additionally, the L2 Application Support Analyst will be responsible for monitoring the alert dashboard throughout the day for system issues that require attention, and either addressing the issue or escalating to the appropriate group.

This position will be located in the Hamilton, NJ office. Periodic or part-time work-from home arrangement may be considered after an initial period of in-office training.

Essential Functions:

• 2nd Level Support -- This team member will provide troubleshooting and technical assistance to internal and external customers, specifically investigation and remediation of issues that occur on any of our platform subsystems. To be successful in this role, the candidate should be excited by problem solving and must possess excellent troubleshooting and communication skills.
• Programming knowledge is not required. However, since the need to interact with a database will frequently occur, the candidate should have some knowledge of a relational database such as MySQL and be able to write basic SQL queries. A technical mindset and curiosity will be important in the candidate being satisfied and successful in this role.
• Business Support - Since this team member will be involved in a significant amount of the day-to-day interaction with the customer, he or she will be in good position to suggest, implement, document, and help to improve processes that would make the services we offer more efficient and/or effective. Therefore, the L2 Application Support Analyst will perform various business support tasks such as documenting systems and processes, suggesting / implementing process and/or system improvements, and well as performing various sales and/or business development tasks that are needed.

Minimum Requirements:

• It is desired that the candidate be able to write SQL queries.

• It is desired that the candidate be familiar with text search, preferably within a log aggregation tool such as Splunk

• It is desired that the candidate has experience with AWS.

• Must be customer focused, have excellent customer service skills and phone mannerisms.
• Must have excellent analytical/troubleshooting skills.
• Outstanding interpersonal, organizational, and verbal/written communication skills are required.
• Ability to multi-task and to be detail-oriented is required.
• Has an entrepreneurial approach.

Specific Job Skills:

Education: Bachelor of Science in a technical field, or equivalent technical education.

Experience:

Supervision: N/A

Certifications: N/A

Language Skills:

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from a variety of both internal and external sources.

Physical Capabilities: Standard categories

The physical capabilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

RevSpring is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Note: This Job Description may not describe all of the job responsibilities and standards assigned to this position. The duties may change from time to time. RevSpring does not discriminate against any group in hiring or employment practices. Nothing in this job description constitutes a contract for employment.