Support Analyst

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Analyze, diagnose, track and resolve various technical and operational issues with application processing. Consult with ITS product & support teams and other pertinent resources as well as working independently to resolve issues.
• Provide technical leadership on complex support items, evaluating support issues and assisting in defining and building and reviewing resolution plans.
• Verify & Approve support team Access requests upon verification of resource responsibilities (ie Sharepoint Access; backup eAccess approval; and similar)
• Monitor Enterprise Solutions Daily Operations Dashboards; escalate issues as appropriate to resolve customer issues in a timely manner.
• Work closely with other IT staff to ensure a stable infrastructure and that integration (interfaces) and end user interfaces are processing according to schedule. Take the necessary actions including making recommendations regarding system and process changes to provide an efficient environment for the end user community.
• Provide analytical support in the conceptualization, development and implementation of complex system issues pertaining to Enterprise applications
  • Identify development tools or reporting databases that can be used to improve clinical efficacy, operational efficiency and quality of service. 
  • Work with support teams to prepare detailed resolution plans.
• Participate in knowledge transfer, coordination of user acceptance testing to be done by support staff as needed, and coordination of support following rollouts for systems enhancements/projects.
• May provide assistance to junior level staff with general tasks that require a better understanding of functions, as directed by immediate supervisor.
• Assist in coordination of Internal & External Audit activities with business & ITS staff.
• May refer to senior level staff for assistance with higher level problems that may arise.
• Escalates issues to supervisor/manager for resolution, as deemed necessary.
• Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.
• Assist with various projects as assigned by direct supervisor.
• Other duties as assigned.

Additional responsibilities may include focus on one or more departments or locations.  See applicable addendum for department or location specific functions.