Application Support, Senior Analyst

MRO; Norristown (Montgomery County); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Annual bonus

Benefits package (medical, dental, and

Job summary

MRO is seeking an Application Support Sr. Analyst to provide enterprise-level support for our clinical data product lines across MRO. The role focuses on resolving complex software issues and collaborating with MRO teams to deliver exceptional customer experiences.

The ideal candidate has 5+ years of technical support experience, strong troubleshooting, and familiarity with CMS/TJC regulatory submissions, SQL, ITSM tools, and EMR systems.

Qualifications

• 5+ years in a technical support role, preferably healthcare.
• Experience with regulatory quality submissions.
• Experience with EMR systems, standards, and terminology.
• Bachelor’s degree in CS/IT or related field (or equivalent).

Responsibilities

• Resolve user-reported issues across MRO healthcare product applications and related systems.
• Prepare and submit CMS and TJC regulatory data and reports on time.
• Create and update training materials and reference guides.
• Deliver excellent customer service and effective communication across channels.
• Document actions in ticketing systems and adhere to procedures.
• Develop technical support capabilities and assist with other activities.
• Investigate, diagnose, and resolve complex software issues with dev/infrastructure.
• Manage multiple issues in a fast-paced environment.

Skills

Customer service

Technical troubleshooting

Regulatory submissions

SQL querying

ITSM tools

Microsoft 365

Communication

Problem solving

Multitasking

Education

Bachelor's degree in CS/IT

Tools

Jira

ServiceNow

SQL Server

Microsoft 365

Job description

The Application Support Sr. Analyst provides enterprise-level support for our product lines across MRO. As MRO continues to shape the future of clinical data within the healthcare ecosystem, we are seeking a motivated Application Support Sr. Analyst who is passionate about resolving complex software issues and collaborating across MRO teams to deliver exceptional customer experiences. The ideal candidate will have extensive experience in application support, a deep understanding of software systems, and strong problem-solving skills.

• Perform resolution of user-reported issues related to MRO healthcare product applications and related systems and technology. Effectively utilize product documentation, general technical knowledge, troubleshooting processes, diagnostic tools, and other resources to resolve user issues. Develop and maintain knowledge to improve team capacity to resolve issues quickly.
• Facilitate preparation, validation, and submission of regulatory data and reports required by Centers for Medicare & Medicaid Services (CMS) and The Joint Commission (TJC) annual and quarterly. This role ensures compliance with federal healthcare regulations, submission timelines, and data integrity standards while collaborating with clinical, operational, compliance, and IT teams.
• Participate in the creation, updating, and maintenance of training courseware and other user reference materials such as training videos, course outlines, and training/reference guides as required.
• Promote client and employee user satisfaction through excellent customer service. Consistently demonstrate responsiveness, proficiency, proactiveness, and interpersonal skills. Communicate using native ticketing, instant message, or through a VOIP or telephony solution.
• Adhere to established procedures and protocols. Document actions and prescribed information in ticketing systems and other tools or applications.
• Develop technical support capabilities to assist with other support activities as needed.
• Other Duties As a growth organization, roles and responsibilities often evolve and adapt over time. As such, this job description may not comprehensively account for future activities, responsibilities, and priorities—these may evolve right along with us!
• Ability to investigate, diagnose, and resolve complex software issues, coordinating with development and infrastructure teams when necessary. Driving enterprise issue prevention.
• Experience with basic database interactions (e.g., querying and analyzing data in Microsoft SQL Server or similar systems).
• Basic experience with software engineering platforms, web applications, hosting, security, databases, back-end systems, and front-end user interfaces.
• Demonstrated skillset with commercial ITSM tools (Jira, ServiceNow, etc.)
• Demonstrated skillset with Microsoft 365 Suite, basic Windows and MacOS troubleshooting, and basic troubleshooting of browser-based applications (e.g. utilizing the Chrome developer tools).
• Demonstrated skillset with utilizing emerging AI technologies such as Microsoft Copilot, Claude, Gemini, Cursor, or equivalent.
• Ability to manage multiple support issues simultaneously in a fast-paced environment. Responsiveness and ownership mindset
• Ability to use data validation tools and methods utilizing strong attention to detail. Preferred Education and Experience
• Minimum of 5+ years of experience in a technical support role, preferably with exposure to both customer interaction and technical troubleshooting in a healthcare environment.
• Experience with or knowledge of regulatory quality submissions.
• Experience with EMR systems, standards, and terminology.
• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience) preferred.

Total Compensation Base pay is one element of the total compensation package.

• Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.

Salary Range It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity. Applicant Privacy Notice