Application Support, Senior Analyst

About the Role

The Application Support Sr. Analyst provides enterprise-level support for our product lines across MRO, resolving complex software issues and collaborating with teams to deliver exceptional customer experiences.

Responsibilities

• Perform resolution of user-reported issues related to MRO healthcare product applications and related systems and technology.
• Effectively utilize product documentation, general technical knowledge, troubleshooting processes, diagnostic tools, and other resources to resolve user issues.
• Develop and maintain knowledge to improve team capacity to resolve issues quickly.
• Facilitate preparation, validation, and submission of regulatory data and reports required by Centers for Medicare & Medicaid Services (CMS) and The Joint Commission (TJC) annually and quarterly, ensuring compliance with federal healthcare regulations, submission timelines, and data integrity standards.
• Collaborate with clinical, operational, compliance, and IT teams on regulatory submissions.
• Participate in the creation, updating, and maintenance of training courseware and user reference materials such as training videos, course outlines, and guides.
• Promote client and employee satisfaction through excellent customer service, demonstrating responsiveness, proficiency, proactiveness, and strong interpersonal skills.
• Communicate via ticketing systems, instant messaging, VOIP, or telephony solutions, adhering to established procedures and protocols.
• Document actions and prescribed information in ticketing systems and other tools.
• Develop technical support capabilities to assist with additional support activities as needed.

Qualifications

• Ability to investigate, diagnose, and resolve complex software issues, coordinating with development and infrastructure teams when necessary.
• Experience with basic database interactions (e.g., querying and analyzing data in Microsoft SQL Server or similar systems).
• Basic experience with software engineering platforms, web applications, hosting, security, databases, back-end systems, and front-end user interfaces.
• Demonstrated skill with commercial ITSM tools (Jira, ServiceNow, etc.).
• Demonstrated skill with Microsoft 365 Suite, basic Windows and MacOS troubleshooting, and browser-based application troubleshooting (e.g., Chrome developer tools).
• Experience utilizing emerging AI technologies such as Microsoft Copilot, Claude, Gemini, Cursor, or equivalent.
• Ability to manage multiple support issues simultaneously in a fast-paced environment with a responsiveness and ownership mindset.
• Proficiency with data validation tools and methods, utilizing strong attention to detail.

Preferred Education and Experience

• Minimum of 5+ years of experience in a technical support role, preferably in a healthcare environment with customer interaction and technical troubleshooting.
• Experience with or knowledge of regulatory quality submissions.
• Experience with EMR systems, standards, and terminology.
• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience) preferred.

Pay

Salary Range: USD $67,300.00 - USD $90,900.00 /Yr.

Benefits

Eligible employees may receive an annual cash bonus and have access to a comprehensive benefits package, including medical, dental, vision, life insurance, and a 401(k) plan.