[Hiring] Systems Support Analyst @Care Access

Role Description

This role is dedicated to supporting the frontline teams who power Care Access’s mission to accelerate access to clinical research and expand participation in care. As a Systems Support Analyst , you will serve as the first point of contact for our internal end users, providing timely, thoughtful technical and product support to staff operating in fast-moving, decentralized environments. You will play a critical role in ensuring our frontline teams can do their work effectively by building trust, demonstrating empathy, and resolving issues efficiently.

• Troubleshoot user-reported challenges, distinguishing between workflow, training, and technical issues.
• Escalate more complex problems to developers, Technical Project Managers (TPMs), and cross-departmental partners when deeper investigation is required.
• Help translate complex systems and processes into clear, actionable guidance, contributing to operational stability and continuous improvement.

How You'll Make An Impact

• Serve as the initial point of contact for end user inquiries, delivering timely, high-quality support via phone, email, and chat to Care Access frontline staff.
• Build and maintain strong, trust-based relationships with end users by demonstrating empathy, active listening, and a deep understanding of their day-to-day workflows and challenges.
• Translate technical concepts into clear, practical guidance that enables frontline teams to operate efficiently and confidently.
• Troubleshoot and resolve application and system issues, accurately distinguishing between user error, workflow gaps, configuration issues, and system-level defects.
• Document issues thoroughly and escalate complex technical challenges to developers, Technical Project Managers (TPMs), and cross-functional partners as needed, providing clear context, reproduction steps, and impact assessment.
• Track issues through resolution, ensuring appropriate follow-up and communication with end users.
• Stay current on product updates, enhancements, and feature releases to provide accurate, up-to-date support.
• Serve as an owner or administrator for assigned systems or tools, ensuring appropriate configuration, access, documentation, and ongoing usability.
• Partner cross-departmentally to align technical solutions with operational needs and frontline realities.
• Proactively surface patterns, recurring issues, and system gaps, contributing insights that improve scalability, efficiency, and user experience.

Qualifications

• Ability to work independently with minimal supervision and collaboratively.
• High level of self-motivation and energy with the ability to problem-solve in chaotic environments.
• Verbal and written communication skills as evidenced by positive interactions with coworkers and management.
• Work cross-functionally and collaboratively with other team members to accomplish mutual goals.
• Ability to balance tasks with competing priorities and bring critical thinking into discussions.
• Curiosity and passion to learn, innovate, and take thoughtful risks.
• Maintain a positive attitude under pressure.

Requirements

• Relevant professional experience supporting healthcare, clinical research, or operational technology environments may be considered in lieu of a formal degree.

Benefits

• Paid Time Off (PTO) and Company Paid Holidays.
• 100% Employer paid medical, dental, and vision insurance plan options.
• Health Savings Account and Flexible Spending Accounts.
• Bi-weekly HSA employer contribution.
• Company paid Short-Term Disability and Long-Term Disability.
• 401(k) Retirement Plan, with Company Match.