Application Support Analyst

Overview: The Application Support Analyst will be responsible for providing in-depth analysis, technical support for application software, operating systems and/or integrated third party products to external and internal customers.

Duties and Responsibilities:

• Take a collaborative role with the application support team to triage production problems, perform defect analysis and provide fixes in a timely fashion, particularly with high priority items;
• Provide and take ownership of estimates for your work and monitor progress against the estimate;
• Work with support team to prioritize and schedule support activities;
• Work collaboratively with other Inovalon departments to ensure fit for purpose solutions are delivered;
• Liaise with Technology and Engineering teams to resolve application issues;
• Update documentation to cover implementation of application solutions, including technical specifications, site deployment and support requirements;
• Ensure compliance to Company procedures when making changes and implementing code;
• Respond to support requests through phone calls, emails, live chat, and in person;
• Tier 1 end user support for issues with internal applications, data integrity, data exchange, and reports;
• Troubleshoot, identify, track, and ensure resolution of issues;
• Provide application administration functions such as creating and updating standardized codes, mapping tables, account queues, and other data parameters for our internal applications;
• Maintain a follow up schedule for unresolved issues;
• Create and maintains system configuration, process, and procedure documentation on assigned projects;
• Run, monitor and maintain automated services, macros and scripts;
• Process daily file transfers;
• Prioritize help desk requests based on operational needs and escalate issues to quick resolution when needed; and
• Assist operations with process improvement and finding solutions to business problems.
• Maintain compliance with Inovalon's policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position;
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company;
• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and
• We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.

Job Requirements:

• Minimum of 2 years of experience in application support, SaaS experience preferred, healthcare background preferred
• Minimum 2 years experience with basic system administration tasks in Linux and Microsoft Windows servers; and
• Proficient in ServiceNow or other CRM system (Salesforce, etc.);
• Being able to communicate clearly with clients; client focused and sensitive to client needs;
• Basic to advanced knowledge of SQL Developer;
• Advanced Knowledge of the Scriptmed application and configurations;
• The ability to prioritize client issues as they are submitted;
• The ability to multi-task effectively;
• Two plus years of experience in software development and/or support;
• Two plus years of experience in some or most of these language & platforms - Java, J2EE, .Net, Weblogic, Informatica, Linux/Unix, Windows, Oracle, DB2, Sybase, Shell & Perl scripts;
• Proficient in writing SQL queries; and
• Excellent problem solving and analytical skills.

Education:

• Associate's Degree required; and
• Bachelor's Degree in a related area preferred.

Physical Demands and Work Environment:

• Sedentary work (i.e., sitting for long periods of time);
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
• Subject to inside environmental conditions; and
• Travel for this position will include less than 5% locally usually for training purposes.