The Application Support Analyst level II acts as a technical and software escalation point for Clinical Support and customers.
Provide professional second level phone and email support to customers for Clinical modules.
Develop working relationship with cross-functional partners to work toward resolution of open issues.
Research and resolve client open issues at an elevated level.
Responsible for retaining ownership of calls and following up with customers frequently with current updates until a resolution is reached.
Exhibit an advanced working knowledge of each Clinical application as well the platforms or operating systems utilized.
Effectively manage backlog to assist in meeting departmental goals.
Participate in development of new team members.
Assist Quality Assurance for testing program changes, new releases, or user documentation.
Deployment of software as necessary to meet the business needs of our customers.
Attend and participate in HMS or other job related training courses while maintaining daily department goals.
Participation as a customer beta rep to assist customers who have installed the latest HMS version to assist moving issues toward resolution and provide explanation or assistance with new software changes.
Make on-site customer visits to assist with new customer transition or assigned to install a new HMS release software upgrade at a customer site.
Required to participate in on-call rotation, which includes nights, weekends and holidays.
Must have ability to work a flexible schedule and overtime hours, including nights, weekends and holidays.
Any other duties as deemed necessary to provide quality service to the HMS client base.
Required Education and Training
A.S. Degree or higher in a related field preferred
1+ years HMS system experience in Clinical applications or equivalent experience in a clinical or technical field
Previous software help desk or hospital experience preferred.
Strong computer skills: Programming background, knowledge of AS/400, Java and SQL a plus.
5-10% travel required.
Able to prioritize customer issues and escalate or solve with urgency.
Excellent written, proofreading, and verbal communication skills.
Must be detail oriented, organized and have the ability to multitask
Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives.
Must be flexible with a can-do attitude and have the ability to remain professional under high pressure situation
Ability to retain and protect confidential material.
Negative pre-employment drug tests.
Criminal and MVR backgrounds meet our company hiring criteria.
Recruiter in the Human Resources Department
3102 West End Avenue, Suite 400
Nashville, TN 37203
Fax: (615) 386-2869
Please send resume to: firstname.lastname@example.org