Senior Support Lead

Job Summary

Job Description – MD-Staff Support Engineer               Application Support Analyst / Senior Application Support Analyst - MD-Staff & MD-STAT

Position Summary

The Application Support Analyst is responsible for providing Level 2 support for the MD-Staff and MD-STAT applications that support provider credentialing, enrollment, physician demographics, privileges, appointments, and related healthcare provider data management processes. The role involves incident resolution, user provisioning support, reporting, data validation, application maintenance, and coordination with Service Desk, infrastructure teams, identity management teams, and application vendors to ensure stable and reliable application operations.

Key Responsibilities

Application Support & Incident Management

• Provide Level 2 operational support for MD-Staff and MD-STAT applications.
• Investigate, troubleshoot, and resolve application incidents and service requests.
• Analyze recurring issues and perform root cause analysis to identify permanent fixes.
• Coordinate with vendors and cross-functional teams for complex issues and escalations.
• Ensure adherence to defined SLAs and support processes.

User Access & Provisioning

• Support physician and provider account provisioning activities.
• Manage user access, role assignments, and privilege updates.
• Investigate account synchronization and access-related issues.
• Work closely with Identity and Access Management teams for user lifecycle support.

Provider Credentialing & Data Management

• Support provider credentialing, enrollment, physician demographic, appointment, and privilege data management processes.
• Validate application data accuracy and consistency across integrated systems.
• Investigate and resolve data discrepancies impacting downstream applications.
• Assist in onboarding new hospitals, ministries, or healthcare entities into the application.

Reporting & Data Extracts

• Generate and support scheduled and ad-hoc reports.
• Support monthly provider and compliance-related reporting activities.
• Monitor and troubleshoot outbound data extracts and file transfers.
• Ensure timely delivery of reports to downstream business systems.

Change, Release & Maintenance Support

• Participate in application upgrades, patches, and maintenance activities.
• Execute validation and testing activities for application changes.
• Support implementation of configuration updates and enhancements.
• Maintain technical and operational documentation.

Collaboration & Continuous Improvement

• Work with Service Desk, Infrastructure, Security, IAM, and Vendor teams.
• Contribute to knowledge articles and operational documentation.
• Identify automation and process improvement opportunities.
• Participate in on-call and production support activities as required.

Required Qualifications

• Bachelor’s degree in computer science, Information Technology, Healthcare Information Systems, Engineering, or a related field.
• 3+ years of experience in Application Support, Production Support, or Healthcare IT Support.
• Experience supporting enterprise applications in a production environment.
• Strong understanding of Incident, Problem, and Request Management processes.
• Experience working with databases and data analysis.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Experience working with ServiceNow or similar ITSM platforms.

Key Responsibilities

Job Description – MD-Staff Support Engineer               Application Support Analyst / Senior Application Support Analyst - MD-Staff & MD-STAT

Position Summary

The Application Support Analyst is responsible for providing Level 2 support for the MD-Staff and MD-STAT applications that support provider credentialing, enrollment, physician demographics, privileges, appointments, and related healthcare provider data management processes. The role involves incident resolution, user provisioning support, reporting, data validation, application maintenance, and coordination with Service Desk, infrastructure teams, identity management teams, and application vendors to ensure stable and reliable application operations.

Key Responsibilities

Application Support & Incident Management

• Provide Level 2 operational support for MD-Staff and MD-STAT applications.
• Investigate, troubleshoot, and resolve application incidents and service requests.
• Analyze recurring issues and perform root cause analysis to identify permanent fixes.
• Coordinate with vendors and cross-functional teams for complex issues and escalations.
• Ensure adherence to defined SLAs and support processes.

User Access & Provisioning

• Support physician and provider account provisioning activities.
• Manage user access, role assignments, and privilege updates.
• Investigate account synchronization and access-related issues.
• Work closely with Identity and Access Management teams for user lifecycle support.

Provider Credentialing & Data Management

• Support provider credentialing, enrollment, physician demographic, appointment, and privilege data management processes.
• Validate application data accuracy and consistency across integrated systems.
• Investigate and resolve data discrepancies impacting downstream applications.
• Assist in onboarding new hospitals, ministries, or healthcare entities into the application.

Reporting & Data Extracts

• Generate and support scheduled and ad-hoc reports.
• Support monthly provider and compliance-related reporting activities.
• Monitor and troubleshoot outbound data extracts and file transfers.
• Ensure timely delivery of reports to downstream business systems.

Change, Release & Maintenance Support

• Participate in application upgrades, patches, and maintenance activities.
• Execute validation and testing activities for application changes.
• Support implementation of configuration updates and enhancements.
• Maintain technical and operational documentation.

Collaboration & Continuous Improvement

• Work with Service Desk, Infrastructure, Security, IAM, and Vendor teams.
• Contribute to knowledge articles and operational documentation.
• Identify automation and process improvement opportunities.
• Participate in on-call and production support activities as required.

Required Qualifications

• Bachelor’s degree in computer science, Information Technology, Healthcare Information Systems, Engineering, or a related field.
• 3+ years of experience in Application Support, Production Support, or Healthcare IT Support.
• Experience supporting enterprise applications in a production environment.
• Strong understanding of Incident, Problem, and Request Management processes.
• Experience working with databases and data analysis.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Experience working with ServiceNow or similar ITSM platforms.

Skill Requirements

Preferred Qualifications

• Experience supporting healthcare applications or provider credentialing systems.
• Knowledge of healthcare provider enrollment, credentialing, and privileging processes.
• Experience supporting Identity and Access Management integrations such as SailPoint.
• Understanding of healthcare regulatory and compliance requirements.
• Experience with file transfer solutions such as MOVEit.
• ITIL Foundation certification.
• Experience working with healthcare organizations, hospitals, or provider networks.

Key Skills

Functional Skills

• Application Support
• Provider Credentialing
• Provider Enrollment
• User Provisioning
• Access Management
• Incident Management
• Problem Management
• Reporting & Analytics

Technical Skills

• MD-Staff
• MD-STAT
• ServiceNow
• SailPoint
• SQL
• Data Analysis
• File Transfer Monitoring
• Application Monitoring
• Root Cause Analysis

Soft Skills

• Customer Focus
• Stakeholder Management
• Problem Solving
• Communication
• Team Collaboration
• Documentation
• Time Management
• Continuous Improvement

Primary Applications: MD-Staff and MD-STAT
Support Level: L2 Application Support
Domain: Healthcare Provider Credentialing & Provider Data Management

Other Requirements