Applications Support Analyst

About The Company

Direct Care Innovations (DCI) is a Software as a Service (SaaS) provider offering a state-of-the-art business management platform designed uniquely for Medicaid service providers. Our software gives providers the power of their data through automation to reduce overtime, increase utilization, and control their budget. This allows us to achieve our mission of providers being able to put money back in the hands of direct care workers.

Among many benefits to working here, we offer medical, dental, and vision coverage, generous paid time off, and incentive bonuses to those who qualify. All of this makes DCI a great and fulfilling place to work.

The primary responsibility of the Applications Support Analyst (ASA-I) is liaison between the business and technical resources by ensuring the availability of applications for internal and external users. As a member of the DCI Software Application Support team, this individual will spend their time fulfilling service requests and identifying and coordinating incidents through resolution. The ASA-I coordinates customer communications.

• Receive, assess, route and categorize customer reported issues and requests using DCI's ticketing and issue management tools.
• Troubleshoot and resolve customer issues. Coordinate efforts with appropriate assignees when needed.
• Track and manage issues and requests through resolution.
• Test and replicate defects reported. Test and confirm resolution.
• Communicate issue progress, workarounds, resolution and other follow-up activities with customers.
• Provide data and reporting to DCI team members upon request.
• Participate in cross functional meetings for open issues; assist in prioritization as it relates to severity and impact of issues.
• Identify opportunities for system and process improvements.
• Assist in process development and enhancement in accordance with ITIL best practices.
• Participate in creation and maintenance of systems and technical documentation.

• 3+ years of work experience in Application/Software Support in SAAS environment.
• Microsoft Excel.
• Advanced written and verbal communication skills.
• Strong mathematical, problem solving and analytical skills.
• Experience with ticketing systems Zendesk and JIRA.

DCI is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If you require reasonable accommodation for any part of the application process or hiring process, please submit your request through one of the following methods listed below:

• Dedicated fax
• Dedicated email hrdept DISABILITY ACCOMMODATION REQUESTS ONLY
• US mail - 4554 E Inverness Ave Mesa, AZ 85206
  - Attn Human Resources
• Dedicated phone Option 1 (Employment Opportunities) DISABILITY ACCOMMODATION REQUESTS ONLY