[Hiring] Application Support Engineer @AnewHealth

Role Description

The Application Support Engineer for Clinical Applications is responsible for the daily maintenance, troubleshooting, issue triage, and administration of various applications necessary for the company to function. They minimize disruptions to daily business workflow by identifying known errors through triage and troubleshooting techniques based on familiarity of the systems and finding solutions to overcome issues permanently where applicable. The Application Support Engineer provides expert advice on best practices within systems, as well documenting and creating a knowledgebase of systems and application support. They work closely with vendors, clients and stakeholders, such as development or operations teams, to provide support, expertise, or be a bridge of communication to users. Application Support Engineers have a wide degree of independence and are expected to prioritize tasks with less day-to-day oversight from management, both in a self-directed manner and collaboratively as a team member.

Responsibilities

• Support internal and external end-user requests by providing desktop-like support assistance within the scope of necessity to troubleshoot supported applications.
• Perform analysis and triage of issues.
• Create end-user accounts, terminate access, and change access based on established procedures.
• Escalate issues to development or technical operations teams as needed through company incident management protocols.
• Communicate back to the end user groups with respect to outages or service announcements via telephone, email, instant-messaging, or Status Page.
• Continuous follow up on open requests to push them forward to resolution.
• Monitor and maintain applications to ensure there are no outages or major productivity issues.
• Communicate with client account and client success groups with respect to approvals and established processes.
• Notice recurring trends for efficiencies and regular communication with respect to issues.
• Attend periodic meetings, demonstrations, or other collaborative efforts to bridge support and development objectives.
• Prepare evaluations of applications and recommend improvements or upgrades.
• Communicate issue trends, problems, and proposed solutions to management.
• Contribute to and maintain system standards, documentation, policies, and procedures.
• Clearly document description of issues and troubleshooting work done for escalation, review, and audit purposes.
• Utilize technical skills, historical records, and knowledgebase to analyze and diagnose issues.
• Enable users of the applications to utilize them to their full potential by making suggestions of queues or reports to monitor or steps to follow to ensure proper use of the applications.

Secondary Functions

• Manage ticketing systems: create, update, and close incidents.
• Assist with support of Windows-based Active Directory environment as needed.
• Support after-hours incidents within team scheduled rotation.
• Provide insight into process improvement/success, and daily/monthly feedback to direct manager.

Qualifications

• Bachelor’s degree preferred.
• 5+ years of experience in a healthcare-based help desk or support environment required.
• Proficiency with healthcare software, terminologies, EMRs or EHRs.
• Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail.

Requirements

• Atlassian: JIRA, Confluence and/or Status Page.
• Windows 7/10 and Microsoft Office 2013/2016/365.
• Managing remote applications like LogMeIn and RDP.
• Demonstrated experience with SME-level support of at least one application.
• IT Service Management and change management methodologies.
• Attention to detail, along with exceptional written and oral communication skills.
• Exceptional interpersonal skills, including listening and asking beneficial questions.
• Demonstrated proficiency working with non-technical personnel.
• Exceptional customer service orientation.
• Flexible and adaptable to change.
• Have an internal sense of drive, self-motivation, a team player, action and results oriented.
• Ability to handle stress and prioritize multiple issues in a fast-paced environment.
• Excited & motivated to learn new technologies and advance personal skillset.

Working Conditions

• Will work remotely and will be required to be on call 1 week per month.
• May need to work evening or weekend hours in addition to standard business hours based on delivery deadlines.
• May occasionally need to travel to offices in various locations.

Benefits

• Medical/dental/vision coverage effective 1st of the month following date of hire.
• Flexible spending.
• Company-paid life insurance and short-term disability.
• Voluntary benefits.
• 401(k).
• Paid Time Off and paid holidays.