Sonic Healthcare USA

  • IT Application Support Analyst II

    Job Location US-TX-Richardson
    Posted Date 2 weeks ago(7/6/2018 5:15 PM)
    Regular Full-Time
    First shift
  • Overview

    The IT Application Support Analyst II provides support for moderate to complex issues for all client connectivity solutions. Demonstrates some leadership and mentoring skills for lower level staff and sets an example of teamwork, commitment and customer service excellence. Provides support during both normal business hours and in the after hours/on-call setting. Demonstrating a good understanding of the software development lifecycle allows the IT Application Support Analyst II to assist in quality assurance testing and requirements definition.  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.
      • Proficient in the use of the company’s support tacking system.
      • 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.
      • Capable of managing multiple issues simultaneously.
      • 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.
      • Assists developers in support ticket documentation.
      • 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.
      • Contributes in the growth of lower level analysts by mentoring, training and assisting them in assignments.


    • End-User Support:
      • Builds strong relationships with supported customers.
      • Maintains good relationships with SHUSA laboratory management and sales staff.
      • Provides client connectivity solution implementation & go live support.
      • Presents an expert level of product guidance to the customer.
      • 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.
      • Maintains an open line of communication with clients, fellow team members, project managers, developers, vendors, Sales and management staff.
      • 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 master proficiency level that enables independent resolution of highly complex issues in a single application.
      • Develops a proficiency level that allows support of moderately complex issues in a second 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.




    • Associates degree in an IT related field, or equivalent experience preferred.
    • Intermediate 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.



    • 3 years 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.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed