Sonic Healthcare USA

  • IT Application Support Analyst I

    Job Location US-CA-Santa Fe Springs
    Posted Date 9 hours ago(3/22/2018 8:25 PM)
    Regular Full-Time
    First shift
  • Overview

    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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