Sonic Healthcare USA

Business Analyst I - Application Support/Client Systems

US-TX-Austin
2 days ago
Type
Regular Full-Time
Shift
First shift

Overview

The External Application Support Analyst I (EASA-I) position will acquire a proficiency level to independently provide support for low to moderately complex issues for all client connectivity solutions provided by SHUSA. The EASA-I is responsible for providing support during both “business hours and in the afterhours/oncall setting.  The candidate is responsible for learning and performing a full range of activities, which ensures a high level of transparency between the Information Technology (IT) departments and end users in client locations and other business units.  The successful candidate will use a variety of tools and techniques to identify, document and manage opportunities for providing an increased level of service. 

Responsibilities

  • Provide Quality Applications Support.*
  • Build strong relationships with supported customers.
  • Maintain good relationships with SHUSA laboratory management and sales staff
  • Resolve 90% of issues according to service levels for primary supported application/s.
  • Provide an open line of communication and follow-up with the individual(s) requesting support or service.
  • Work closely with developers to resolve issues.
  • Provide primary communication between the customer and developer.
  • Provide a level of product guidance to the customer consistent with experience level.
  • Maintain consistent availability to answer phone calls.
  • Maintain consistent availability to answer after hours support calls.
  • Develop a proficiency level to resolve moderately complex issues in a single application.
  • Effectively Manage the Application Support Tickets.*
  • Assign support tickets to appropriate groups and/or resources.
  • Maintain current documentation in opened support tickets.
  • Provide meaningful and comprehensive resolutions in support tickets when closed.
  • Manage ticket requirements in the assigned application’s queue.
  • Generate support ticket reports on as needed bases.
  • Maintains an average of 90% compliance of audited support tickets.
  • Coordinate support with external vendors when needed.*
  • Submit support tickets to vendor.
  • Work with the vendor on issue resolution.
  • Communicate to end user resolutions and provide update when needed.
  • Monitor opened tickets with vendors and manage timely resolution.
  • Application testing  & implementations
  • Perform QA testing on new application versions, features, patches and new connectivity solutions.
  • Assist in the role out of new client connectivity products & solutions.
  • Maintain clear and concise Testing & implementation documentation
  • Occasional travel might be required, e.g., other SHUSA locations, training, workshops, and meetings.

Qualifications

EDUCATION:  Minimum Associates degree in an IT related field, or equivalent experience preferred.

 

EXPERIENCE: 1 year of experience in information technology (IT); healthcare background preferred;  Service oriented;

 

 

KNOWLEDGE, SKILLS AND ABILITIES:  

  • Analyzing/troubleshooting skills
  • Excellent communication skills
  • Excellent customer service skills
  • Team player
  • Proficient in MS Office
  • Ability to achieve results with minimal supervision
  • Ability to follow instructions
  • Ability to learn quickly
  • Highly self-motivated
  • Ability to prioritize appropriately
  • Basic knowledge of information systems environments
  • Ability to develop skills required to resolve moderately complex application and hardware issues

 

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