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