[Hiring] Analyst, Application Support @Evolent Health International Private Limited

Role Description

The Analyst, Application Support is a highly motivated person with excellent communication and interpersonal skills to interact with internal/external teams and application users and help troubleshoot/resolve issues reported by various departments within Evolent Health. This person will provide high quality operational, technical, and systems support to preserve customer satisfaction and internal business functions to aid in minimizing recurrence of incidents.

• Provide first-level support, including problem replication, triage, and resolution of issues, the majority of which are associated with Standard Operating Procedures (SOPs).
• Provide accurate and timely resolution of issues, and escalation when necessary.
• Ensure that Service Level Agreements (SLAs) are met.
• Maintain and update documentation related to operations and support processes within Confluence.
• Contribute to improvement of existing processes and identification of new processes and technical alternatives to resolve problems.
• Collaborate with team members and business functions to troubleshoot and resolve support tickets.
• Respond to escalations and incidents, providing support toward resolution, and notifying stakeholders of progress during business hours and outside of normal business hours (on-call support).
• Contribute to writing T-SQL code and tools to assist Level 1 support to diagnose and resolve incidents.
• Perform ad-hoc tasks and analysis for the support team as needed.
• Perform quarterly user access audit.

Qualifications

• Bachelor’s degree in Computer Science, IT-related degree or comparable experience.
• 1 – 2 year(s) of progressive experience within application support/IT operations organizations.
• 1 – 2-year(s) experience with T-SQL, ability to view and write T-SQL code for triage and investigation.
• Professional verbal and written communication skills, with the ability to clearly articulate thoughts and ideas.
• Basic knowledge of web application functionality and fundamental Infrastructure knowledge of computer systems.
• Collaborative working style with the ability to work across different organizations and personalities.
• Ability to work unsupervised and a self-starter who seeks improvements without direction.

Requirements

• Experience in a healthcare-related field.
• Familiarity with JIRA, Confluence, Microsoft Azure – Application Insights.
• JIRA Service Desk ticketing system/Confluence experience.

Benefits

• To ensure a secure hiring process we have implemented several identity verification steps, including submission of a government issued photo ID.
• We conduct identity verification during interviews, and final interviews may require onsite attendance.
• All candidates must complete a comprehensive background check, in-person I-9 verification, and may be subject to drug screening prior to employment.
• The use of artificial intelligence tools during interviews is prohibited and monitored.
• Misrepresentation will result in immediate disqualification from consideration.