The Analyst, Application Support is a highly motivated person with excellent communication and interpersonal skills to interact with internal/external teams and application users and help trouble shoot/resolve issues reported by various departments within Evolent Health. This person will provide high quality operational, technical, and systems support to preserve customer satisfaction and internal business functions to aid in minimizing recurrence of incidents.

Essential Functions

Provide first-level support, including problem replication, triage, and resolution of issues, the majority of which are associated with Standard Operating Procedures (SOPs).
Provide accurate and timely resolution of issues, and escalation when necessary.
Ensure that Service Level Agreements (SLAs) are met.
Maintain and update documentation related to operations and support processes within Confluence.
Contributes to improvement of existing processes and identification of new processes and technical alternatives to resolve problems.
Collaborate with team members and business functions to troubleshoot and resolve support tickets.
Respond to escalations and incidents, providing support toward resolution, and notifying stakeholders of progress during business hours and outside of normal business hours (on-call support).
Contribute to writing T-SQL code and tools to assist Level 1 support to diagnose and resolve incidents.
Perform ad-hoc task and analysis for the support team as needed.
Perform quarterly user access audit.

Required Qualifications

bachelors degree in Computer Science, IT- related degree or comparable experience.
1 - 2 year(s) of progressive experience within application support/IT operations organizations.
1 - 2-year(s) experience with T-SQL, ability to view and write T-SQL code for triage and investigation.
Professional verbal and written communication skills, with the ability to clearly articulate thoughts and ideas.
Basic knowledge of web application functionality and fundamental Infrastructure knowledge of computer systems.
Collaborative working style with the ability to work across different organizations and personalities.
Ability to work unsupervised and a self-starter who seeks improvements without direction.

Preferred Qualifications

Experience in a healthcare-related field.
Familiarity with JIRA, Confluence, Microsoft Azure - Application Insights.
JIRA Service Desk ticketing system/Confluence experience.

Preferred Education

None specified for this role

Preferred Certifications

None specified for this role

General Performance Criteria

As the Analyst, Application Support , you will be required to fulfil your responsibilities while meeting the following general performance criteria for this position at this level:
Expertise: You actively learn and adopt the methods defined for your role and by your team.
Communication: You seek to achieve clarity regardless if you are the source of the information being conveyed to the participants in the communication.
Domain: you'regularly behave in a manner that shows an understanding of how your work impacts direct stakeholders.
System: You successfully improve the quality of the system(s) for which your team is responsible.
Process: You follow the team s processes, delivering consistently on related KPIs.
Influence: you'regularly make a tactical impact to some system and/or process for which your team is primarily responsible.

Mandatory Requirements:

Employees must have a high-speed broadband internet connection with a minimum speed of 50 Mbps and the ability to set up a wired connection to their home network to ensure effective remote work. These requirements may be updated as needed by the business.

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Analyst, Application Support