[Remote] Analyst, Application Support

Note: The job is a remote job and is open to candidates in USA. Evolent is a company that partners with health plans and providers to improve outcomes for people with complex health conditions. The Analyst, Application Support will provide operational, technical, and systems support to ensure customer satisfaction and assist in resolving issues reported by various departments within the organization.

Responsibilities

• 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
• Contributes 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
• Execute SQL scripts to generate reports, troubleshoot data issues, and fulfill database support tasks
• Perform ad-hoc task and analysis for the support team as needed Perform quarterly user access audit

Skills

• Bachelor's degree in computer science, IT- related degree or comparable experience
• 1+ year(s) of progressive experience within application support/IT operations organizations
• 1+ 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
• This role is Monday- Friday from 9:00 am to 6:00pm, CST, MST or PST. with some flexibility. Additionally rotating on-call support, including after-hours, weekends and holidays
• Experience in a healthcare-related field
• Familiarity with JIRA, Confluence, Microsoft Azure – Application Insights
• JIRA Service Desk ticketing system/Confluence experience

Benefits

• Comprehensive benefits (including health insurance benefits)

Company Overview

Company H1B Sponsorship