What You ll Be Doing:
Job Summary
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
Bachelor s 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.
General Performance Criteria
As the Analyst, Application Support, you will be required to fulfill 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.
To ensure a secure hiring process we have implemented several identity verification steps, including submission of a government issued photo ID. We conduct identity verification during interviews, and final interviews may require onsite attendance. All candidates must complete a comprehensive background check, in-person I-9 verification, and may be subject to drug screening prior to employment. The use of artificial intelligence tools during interviews is prohibited and monitored. Misrepresentation will result in immediate disqualification from consideration.
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.
Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status .
