CRM Call Center Management Application Analyst II

Job Overview

The Application Analyst II is primarily responsible for supporting the design and build of the designated application. They are primarily responsible for the overall build of the workflows, system configurations, change documentation and support of operations for the application. They are self-directed and work with minimal supervision. The Application Analyst II is responsible for the installation, upgrades and the configuration of the application. The Application Analyst II assists in the coordination of customer support activities. The Application Analyst II creates the test scripts for the application, executes the test scripts, and documents all test outcomes, including troubleshooting and support – these activities apply to implementation, upgrade, and maintenance initiatives. The Application Analyst II is responsible for addressing customer or build issues, recommending mitigation plans and escalating more complex issues after research of issue. The Application Analyst II also provides on-call support for the application through go-live and ongoing maintenance period.

Qualifications

• Education: Preferred: Bachelor’s degree or equivalent years of relevant work experience
• Certification in specified application; Epic Cadence & Prelude certified Required (Referrals and/or CRM Call Management preferred)
• Work Experience: Extensive experience with provider search terms, decision trees, open/direct scheduling & scheduling optimization including ticket scheduling/bundling, etc.
• Demonstrated ability to support the application
• Previous experience working with specified customer base

Responsibilities

• Executing Application Design and Build:
• Designing and building the related application
• Working with Operations to optimize the design of the application’s capabilities and workflows
• Utilizes external resources for best practice builds and solutions
• Participating in unit, application, and integrated testing for implementation, upgrade, and enhancement system functionality
• Built data fields, screens, templates, and customer-defined functionality, as required
• Collaborates with the training team and others to ensure alignment between the proposed training curriculum and the system build
• Following build standards and maintaining synchronization between environments in collaboration with environment team
• Application Support:
• Providing go-live support for customers on new applications, including functionality
• Providing on-call support for application through go-live and post go-live
• Representing application in Integrated Area Workgroups
• Documentation and Communication:
• Maintaining continued ticket communication with customers ongoing and with closing incident, catalog and enhancement tickets Must include details in ticket resolution/closing
• Contacting the customer regarding ticket resolution if resolved or unable to fill request
• Logging decisions and issues/risks in trackers during build/projects
• Supporting application governance needs, including development of business case for decisions
• Maintaining version control of workflows, issues/risks log, and decisions tracker
• Supervising basic issues and roadblocks, escalating issues as needed
• Communicating with supervisors to determine necessary escalations
• Presents oral and written communication to project team
• Project Management:
• Recommending areas for process improvement
• Assisting with development of future state materials
• Following the process for identification, tracking, resolution and closure of all issues
• Following the change control process and any required changes
• Collaborates with team members across the department as well as operational staff
• Developing test scripts for new systems, complying with version upgrades and system modifications

Key Competencies

• Adaptability/flexibility: demonstrating flexibility with respect to changing end-user business needs
• Critical thinking: the ability and willingness to see things in an open-minded way and examine an idea or concept from as many angles as possible
• Dependability: the ability and willingness to take ownership of work activities and ensure that they are completed in an accurate, efficient, and timely manner. Must be detail-oriented with strong organizational skills and able to function effectively in a fast-paced environment and meet deadlines
• Initiative: the ability and willingness to recognize assignments or tasks that need to be completed, to seek out additional assignments or tasks, and to help others
• Interpersonal skills: the ability to communicate information clearly and concisely with project leadership and subject matter experts; the ability to gain trust and establish effective relationships with Epic counterparts
• Learning: the ability and willingness to learn new software and systems
• Listening: listening attentively to ensure that the intended message has been accurately received, holding responses until the person has finished making their point, and repeating information to ensure accuracy
• Problem solving seeking, logically examining, and interpreting information from different sources to determine a problem's cause and developing a course of action to resolve the problem and to prevent its recurrence
• Resilience: the ability to persevere in difficult situations, overcome obstacles, and reach high levels of performance when faced with stressful work situations and time pressures

Benefits and Perks

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retail Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!