Application Support Analyst

Job Summary

Job Title: Application Support Analyst

Rev Spring provides patient engagement and revenue cycle management services to its clients. To provide the highest quality service to our clients, we seek an individual who fits our team culture and has the skills, desire, and enthusiasm to excel in the Level 2 (L2) Application Support Analyst role. We place great importance on continual improvement of our services, operational efficiencies, and customer service.

The successful candidate will contribute to these objectives in measurable ways.

Our L1 support staff handles incoming communications from our clients, including system change requests and reports of system issues. For items that require additional research or technical knowledge, the L2 Application Support Analyst provides this additional assistance. In response to a ticket, typical tasks include reviewing system logs, examining database records, or examining documentation and program logic to answer inquiries or identify the source of reported issues.

Additionally, the L2 Application Support Analyst monitors the alert dashboard throughout the day for system issues that require attention, addressing the issue or escalating to the appropriate group.

This position will be located in the Hamilton, NJ office. Periodic or part-time work‑from‑home arrangement may be considered after an initial period of in‑office training.

• Provide Level 2 support: troubleshooting and technical assistance to internal and external customers, investigating and remediating issues on platform subsystems.
• Interact with a database frequently; possess knowledge of a relational database such as MySQL and be able to write basic SQL queries.
• Engage with the customer, documenting systems and processes, suggesting and implementing process or system improvements, and performing various sales and business development tasks as needed.

• Ability to write SQL queries.
• Familiarity with text search, preferably within a log aggregation tool such as Splunk.
• Experience with AWS.
• Customer focused with excellent customer service skills and phone mannerisms.
• Strong analytical and troubleshooting skills.
• Outstanding interpersonal, organizational, and verbal/written communication skills.
• Ability to multi-task and be detail-oriented.
• Entrepreneurial approach.

• Education:
  
  Bachelor of Science in a technical field, or equivalent technical education.

• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from a variety of internal and external sources.

Standard categories:
The employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Occasional standing, walking, and lifting up to 10 pounds. Vision requirements include close, distance, color, peripheral, depth perception, and ability to adjust focus.

Rev Spring is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

This Job Description may not describe all of the job responsibilities and standards assigned to this position. The duties may change from time to time. Rev Spring does not discriminate against any group in hiring or employment practices. Nothing in this job description constitutes a contract for employment.