IT Application Support Analyst

Summary

Responsibilities

• * Develops and maintains documentation as appropriate -- files, logs, records, reports, etc. * Answers the phone, transfers call, takes messages and screens calls per guidelines for areas served * Handles routine customer complaints and incidents, exhibiting the appropriate discretion to identify situations that require the attention of supervisory personnel * Responds to telephone calls, email, and chat requests for support - Communicates with customers to identify and diagnose issue(s) - Troubleshoots problems using scripts and checklists as guides - Provides effective solutions to technical issues - Creates work orders as needed - Escalates situations as appropriate - Utilizes standard templates and manufactured articles to document services and processes - Takes ownership of customer issues to resolve in a timely manner * Defines system requirements and specifications * Plans, designs, develops, tests, implements and maintains desktop applications and/or multi-user databases that facilitate the timely, efficient and accurate collection, analysis and management of key clinical data in support of process improvement activities, internal/external reporting requirements and emerging healthcare-related initiatives * Develops efficient data management and reporting systems; executes effective methodologies to move current reports to new platforms for improved performance; notes and resolves issues around data collection and accuracy in reporting * Collects requirements regarding potential system enhancements or new system implementation and prepares details of specifications needed; prioritizes and implements requested changes to the system * Collaborates with technical teams to ensure proactive support * Maintains and tests processes related to business continuity * Identifies, researches, and resolves application-related issues by responding to tickets created in the Incident Management System in a timely manner * Assists in the configuration and troubleshooting of integrated third-party software and peripherals * Assesses the customer's business need or problem using online tools and analytical thinking to diagnose and resolve the issue or business need * Develops, implements and schedules preventative maintenance activities for all necessary facility components * Provides first class customer service to both internal and external customers and responds to inquiries, compliments, and/or complaints with professionalism, courtesy, and efficiency * Completes all training and development requirements and participates in continuing education opportunities * Works in a collaborative and supportive manner to support the productivity and safety of the work area, team members and customers of all types - Maintains a clean, organized work area and ensures a safe environment - Maintains and promotes professionalism - Punctual and consistent in meeting start time, work schedule, attendance and other assigned work time metrics - Adheres to Chickasaw Nation dress code standards * Maintains knowledge of and follows all rules, regulations, policies and guidelines for assigned area * Performs all other duties as assigned