Job Information
Convey Health Solutions Application Support Analyst, Level I in Mandaluyong City, Philippines
Job Description OVERVIEW:
The Application Support Analyst is a critical member of the Software Services team, working closely with members from every department to ensure all staff and clients are experiencing positive results with our software and related systems. This position works as a liaison between Service Desk, Development team, Customers, Infrastructure and Employees to effectively troubleshoot, investigate and resolve complex technical issues in the most efficient way possible . They will work closely with the software product teams to provide first and second line operational support and to ensure timely and efficient resolution of IT application-related incidents and service requests. When requested, the Application Support Analyst will support the process of impact assessing and planning software application changes, and will then implement, test and monitor required changes in line with agreed change plans.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Support
Resolve IT application-related incidents, service requests and problems in a timely and efficient manner in line with Business requirements.
Employ appropriate application maintenance, support and incident management processes and procedures to support and maintain IT applications, and to investigate and resolve IT application-related incidents.
As required, provide timely communication to users on the status of their service requests and incidents.
As necessary, liaise with IT suppliers to ensure IT application-related incidents and problems are resolved in a timely and professional manner.
Ensure problem prevention methods are continually applied to improve service levels and reduce costs.
Undertake IT application-related problem diagnosis, implementing problem resolution or prevention measures as appropriate.
Monitor the availability, performance and throughput of supported IT applications.
Prioritize and schedule assigned support activities and tasks.
Maintain IT application support technical documentation.
Participate in disaster recovery activities as required.
Change
Participate in the CMR process to review impact of new enhancements to our software product.
Contribute to technical aspects of key change documentation such as business requirements, change impact assessments, change implementation plans, change tickets, change roll-out plans etc.
Ensure capacity, availability, security and service support requirements are considered in all IT application changes.
Implement, test and monitor required IT application changes in line with change implementation plans. Ensure IT application changes meet the agreed service acceptance criteria.
Ensure IT application changes meet the agreed service acceptance criteria.
Others:
Understand and comply with the IT organization requirements, processes, procedures and policies.
Share knowledge and expertise with others, coaching and supporting team members as required.
Perform other duties as assigned by your line manager.
Undertake knowledge management activities: identifying, controlling and storing any pertinent information, and maintaining knowledge items to ensure that they are current, relevant and valid.
Ensure that all activities are performed at a consistently high standard with minimal risk to Convey and that opportunities to improve services and processes are identified and actioned.
Be committed to health and safety and ensure familiarity with all of the Museum's health and safety policies and procedures.
Be security conscious, ensure familiarity and co-operation with all museum security procedures and ensure you wear a security pass at all times when on museum premises.
Promote equality and diversity in all aspects of your work by developing and maintaining positive working relationships, ensuring that colleagues are treated fairly and with respect/dignity and actively contributing to developments that support the museum’s strategy for widening access, inclusion and diversity.
REQUIREMENTS – Knowledge, Skills, and Abilities:
Must Have
In depth understanding of the concept of relational database design and database programming.
In depth understanding of Software Development Life Cycle (SDLC).
1+ years’ experience in Application Support.
1+ years’ experience on Microsoft SQL Server (preferably 2008 and up), TSQL, SSIS
Proven ability to provide daily, weekly, monthly reports using Excel.
Excellent analytical, troubleshooting and problem solving skills.
Should have
Experience in ticketing software and knowledge based systems
Experience in managing escalations in a mission critical environment
Excellent task management skills
Nice to have
Experience in healthcare setting (provider/payer environment)
Experience with workflow tools/business process management suites
Customer Service Oriented.
Excellent analytical, troubleshooting and problem solving skills.
Excellent written and verbal communication skills.
Ability to organize priorities in workload and manage time.
Ability to work independently with minimal supervision.
About Us
About UsConvey Health Solutions, together with Pareto Intelligence™, delivers a powerful combination of purpose-built technology, advanced analytics, and expert services to help health plans thrive in a complex, post--Affordable Care Act environment.As a trusted partner to Medicare and commercial payers, we provide scalable, compliant solutions that span the entire member lifecycle--from enrollment and billing to risk adjustment, Stars performance, and member engagement. Pareto's deep analytics and financial intelligence complement Convey's operational expertise, enabling our clients to improve performance, reduce costs, and create better healthcare experiences for millions of Americans--especially seniors and vulnerable populations.Together, we help health plans scale smarter, grow stronger, and make healthcare work better for the people who need it most. Learn more at http://www.ConveyHealthSolutions.com