Analyst, Application Support

Your Future Evolves Here

Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.

Evolent employees enjoy work/life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they’re supported to live their best lives, and when they feel welcome to bring their whole selves to work. That’s one reason why diversity and inclusion are core to our business.

Join Evolent for the mission. Stay for the culture.

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. 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.

• 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
• Contribute 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
• Execute SQL scripts to generate reports, troubleshoot data issues, and fulfill database support tasks
• Perform ad-hoc task and analysis for the support team as needed
• Perform quarterly user access audit

• Bachelor’s degree in Computer Science, IT- related degree or comparable experience
• 1+ year(s) of progressive experience within application support/IT operations organizations
• 1+ 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

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

To ensure a secure hiring process we have implemented several identity verification steps, including submission of a government issued photo  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.

We require that all employees have the following technical capability at their home:
High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our…