Support Analyst

The Application Analyst role at ZeOmega involves providing second-level product support for clients utilizing the integrated Care Management Software systems. As an Application Analyst, you will be responsible for managing and resolving customer inquiries through various channels such as phone, email, and ticket tracking database. Your role will also entail acting as a liaison between clients and internal development teams. Your primary job responsibilities will include promptly responding to client technical issues, assisting Tier I personnel with basic problems, investigating complex issues, and identifying application and production issues through root cause analysis. You will also support application deployments and upgrades, document all client technical issues, and coordinate issue resolution through software releases. In addition, you will be expected to serve as a customer issue resolution engineer, advocate for clients within the company, provide reports to management, represent the organization in client meetings, and stay updated on market trends and industry developments. Your role will involve collaborating with internal and external stakeholders, documenting client issues, and ensuring the successful integration and implementation of applications. The ideal candidate for this position should have 1-3 years of experience in defining business requirements for complex computer systems, preferably in the Healthcare domain. A Bachelor's or Master's degree from a reputable university, along with excellent English communication skills, is required. Key skills for this role include dependability, initiative, time management, oral and written communication, knowledge of Jiva Product Functionality, and the ability to document client issues. Proficiency in US Healthcare domain knowledge, application integration design, development/implementation lifecycle, and various tools such as MS Visio and MS Office suites is also essential. Competencies that are highly valued for this position include collaboration and interpersonal skills, analytical skills, client focus, project/task management, quality orientation, and expertise in requirement gathering and elicitation for web-based applications design. Familiarity with web services and protocols like SOAP, JSON, REST, WSDL, and WSO2 will be an added advantage.,