Sonic Healthcare USA

Business Analyst I (Application support/Client Systems)

2 days ago
Regular Full-Time
First shift


The IT Application Support Analyst I provides support for low to moderately complex issues for all client connectivity solutions. Provides support during both normal business hours and in the after hours/on-call setting. Performs 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 SHUSA business units. Uses a variety of tools and techniques to identify, document and manage opportunities for providing an increased level of service.


Essential Functions:

  • Application Support Tickets:
    • Assigns support tickets to appropriate groups and/or resources.
    • Maintains current documentation in opened support tickets.
    • Provides meaningful and comprehensive resolutions in support tickets when closed.
    • Manages ticket requirements in the assigned application’s queue.
    • Generates support ticket reports on as needed bases.
    • Maintains an average of 90% compliance of audited support tickets.
    • Submits support tickets to vendors as needed.
    • Monitors opened tickets with vendors and manages timely resolution.
    • Accepts support calls when needed for the Service Desk.
    • Provides backup support and queue management for analysts of other applications when primary support is unavailable.



  • End-User Support:
    • Builds strong relationships with supported customers.
    • Maintains good relationships with SHUSA laboratory management and sales staff.
    • Resolves 90% of issues according to service levels for primary supported application/s.
    • Provides an open line of communication and follow-up with the individual(s) requesting support or service.
    • Works closely with developers to resolve issues.
    • Serves as primary communication between the customer and developer.
    • Provides a level of product guidance to the customer consistent with experience level.
    • Maintains consistent availability to answer phone calls.
    • Maintains consistent availability to answer after hours support calls.
    • Develops a proficiency level to resolve moderately complex issues in a single application.
    • Communicates resolution to end- user and provides updates when needed.
    • Works with the vendor on issue resolution.
    • Facilitates customer service meetings when the IT applications support manager is not available.
    • Documents reports and minutes for the customer service meetings.
    • Provides updates to opened support tickets in the customer service meetings.
    • Follows up on action items that are reported in the customer service meetings.


  • Application Testing and Implementation:
    • Perform QA testing on new application versions, features, patches and new connectivity solutions.
    • Assists in the role out of new client connectivity products & solutions.
    • Maintains clear and concise Testing & implementation documentation.
    • Cross trains on other support applications within the department.


  • Special Projects:
    • Participate in process improvement projects.
    • Occasional travel might be required, e.g., other SHUSA locations, training, workshops, and meetings.



  • Ability to develop business relationships and communicate effectively with the user community, peers and supervisors.
  • Strong interpersonal and communication skills including writing, listening, and facilitating to internal and external clients.
  • Works independently as well as part of a team.
  • Able to quickly grasp new concepts and apply to daily responsibilities.
  • Good analyzing/troubleshooting skills.
  • Excellent customer service skills.
  • Proficient in the use of the Microsoft Office suite of products.
  • Ability to achieve results with minimal supervision.
  • Able to prioritize appropriately.
  • Applies basic knowledge of processes and resources required to perform analytical and technical tasks.
  • Experience producing progress reports.
  • Ability to use data and logic to quickly find solutions to difficult challenges.
  • Adheres to schedules and agendas and respects others’ time.
  • Adjusts effectively to new work demands, processes, structures and cultures.


Other Functions:

  • Perform other duties as assigned.



  • Associates degree in an IT related field, or equivalent experience preferred.
  • Possesses basic knowledge of information systems environments.
  • Willingness to develop skills required to resolve moderately complex application and hardware issues.
  • Must be able to balance high quality standards with schedule pressures and demanding environment.
  • Must be a resourceful self-starter, flexible, pro-active, solution-oriented and customer-oriented.



  • 1 year of experience in Information Technology (IT); healthcare background preferred.


Additional Information

Physical Capabilities:
- Light to moderate physical effort (lift/carry up to 50 lbs.)
- Occasional reaching, stooping, bending, kneeling and crouching.
- Occasional carrying, pushing, and pulling of objects.
- Frequent, prolonged standing/sitting/walking.
- Extensive computer work.
- Frequent use of telephone and fax.
- Occasional travel required to interact with Division personnel and/or attend meetings or educational training.


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