Tier 2 Cerner Application Support Analyst; 2nd & 3rd Shift

Join to apply for the Tier 2 Cerner Application Support Analyst (2nd & 3rd Shift) role at CACI International Inc

Job Category:
Information Technology
Time Type:
Full time
Minimum Clearance Required to Start:
None
Employee Type:
Regular
Percentage of

Travel Required:

Up to 10%
Type of Travel:
Local

CACIL is seeking a Tier 2 Application Support Analyst who is responsible for providing second level service and support on supported MHS Applications to meet or exceed contract service objectives. The primary responsibility is to provide advanced software/systems support and to assist Application Support Tier 1 Analysts as necessary on supported MHS Applications. Tier 2 staff works closely with Application Support Supervisors to ensure all contract service objectives are met or exceeded.

This Tier 2 position is primarily focused on providing MHS Genesis Support with a secondary focus on other clinical applications.

• Primary second level support of all inbound incidents. Backup first level support as needed.
• Efficiently and accurately resolve or escalated all assigned incidents.
• Provide accurate, timely, and professional follow up and resolution on all supported issues.
• Accurately triage/assign/escalate incidents per established procedures.
• Raise awareness of Priority issues as they occur; ensure that process is followed exactly.
• Perform regular checks of assigned ticket queues, triage or assign per process standard.
• Serve as a Subject Matter Expert for MHS Genesis procedure and support knowledge.
• Assist Tier I with long or difficult calls/assume calls that are too difficult for Tier I.
• Perform side‑by‑side coaching with agents on difficult calls as necessary.
• Conduct training sessions as necessary under direction of management.
• Research difficult issues, identify and document resolutions as necessary.
• Identify and prepare procedures for knowledge base.
• Identify trends in training, performance and knowledge deficiencies and raise to management.
• Ensure that agent calls are correctly logged per established procedure.
• Work special projects as required.
• Assist Application Support Supervisors as needed.
• Foster team spirit and a team oriented attitude.
• Maintain dependable attendance and schedule adherence.
• Available shifts - 2nd and 3rd shift.

• BS Degree in or related field/equivalent experience with 8+ years experience preferred.
• Must be a U.S. citizen and be able to obtain a Tier I (T1) Public Trust Clearance.
• 2-5 years of experience using Cerner Millennium/MHS Genesis.
• Demonstrated knowledge of Service Desk support methodology.
• Relevant technical certifications or relevant MHS Application experience.
• Familiar with ITIL (certification preferred).
• HDI or similar certification preferred.
• Technically advanced support knowledge in specific MHS applications.
• Must have experience using/supporting the MHS Genesis.
• The ability to effectively communicate technical matters to a non-technical audience.
• Strong customer service and communications skills.
• Strong critical thinking skills that facilitate expedient problem‑solving.
• Demonstrated teamwork skills.
• Must be able to work in a stressful environment.

A culture of integrity. At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high‑performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust. CACI values the unique contributions that every employee brings to our company and our customers – every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus of continuous growth. Together, we will advance our nation's most critical missions, build on our business success, and find opportunities to break new ground.

$71,500 - $150,200

CAC I is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.