Application Support Specialist II

AMN Healthcare; San Diego (CA); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Competitive compensation

Job summary

AMN Healthcare is seeking an L2 Operations Support & Incident Triage specialist to troubleshoot and resolve Tier 1-2 tickets, manage Salesforce admin tasks, and support integrations across systems including AMIE and Smartsheet. The role emphasizes proactive issue resolution, clear stakeholder communication, and collaboration with IT and vendors.

Ideal candidates have 2+ years in application support, strong problem-solving abilities, and familiarity with APIs, data flows, and incident management

Qualifications

• 2+ years of experience in application support, systems integration, or IT operations.
• Strong troubleshooting skills across enterprise systems and integrations.
• Experience with APIs, data flows, and system dependencies preferred.
• Familiarity with Salesforce or similar enterprise platforms.
• Experience with incident management tools (e.g., ServiceNow).

Responsibilities

• Review, troubleshoot, and resolve Level 2 application support tickets within assigned areas.
• Perform initial analysis, reproduce issues when possible, and document findings clearly in the ticket record.
• Escalate complex issues to senior teams when needed.
• Monitor resolved issues after fixes to ensure stability.
• Tier 1-2 Salesforce Administration duties including user administration and data fixes.
• Support assigned applications, Salesforce, AMIE, Smartsheet, or other business systems as assigned.
• Assist with routine configuration validation, access-related troubleshooting, data flow checks, and known-error resolution.
• Follow documented support procedures for common incidents, integration failures, credential issues, and user-reported errors.
• Help identify patterns or repeated issues that may require knowledge updates or senior-level review.
• Provide timely, clear updates to users, business partners, IT peers, and vendors during active support issues.
• Participate in working sessions as the support representative for assigned issues or follow-up items.
• Maintain professional communication and ensure stakeholders understand ownership, timing, and escalation path.
• Support application projects, migrations, and enhancement activities by assisting with testing, data validation, documentation, and issue tracking.
• Document findings, risks, and open questions for review by project leads, senior analysts, or application owners.
• Create and maintain knowledge articles, troubleshooting guides, support notes, and process documentation for recurring issues.
• Keep documentation current when workflows, error handling, or escalation steps change.
• Share knowledge with peers to improve consistency across L1, L2, and escalation teams.
• Assist with basic reporting, list views, data validation, and discrepancy review within supported systems.
• Escalate report logic, data model, or source-system concerns to the appropriate owner when deeper analysis is required.
• Identify opportunities to reduce repetitive manual work through templates, documentation, standard operating procedures, or automation ideas.
• Recommend improvements to support intake, ticket notes, monitoring steps, and recurring communication templates.
• Participate in process improvement activities that improve support quality, response consistency, and operational visibility.

Skills

Problem-solving

Clear communication

Collaboration & stakeholder engagement

Tools

Salesforce

ServiceNow

Power BI

Automation tools

AI tools

Job description

Welcome to AMN Healthcare - Where Talent Meets Purpose

Ever wondered what it takes to build one of the largest and most respected healthcare staffing and total talent solutions companies? It takes trailblazers, innovators, and exceptional people like you.

At AMN Healthcare, we don't just offer jobs - we build careers that make a difference.

Why AMN Healthcare? Because Excellence Is Our Standard:

• Named to Becker's Top 150 Places to Work in Healthcare - three years running.
• Consistently ranked among SIA's Largest Staffing Firms in America.
• Honored with Modern Healthcare's Innovators Award for driving change through innovation.
• Proud holder of The Joint Commission's Gold Seal of Approval for Staffing Companies since 2006.

Welcome to AMN Healthcare - Where Talent Meets Purpose

Ever wondered what it takes to build one of the largest and most respected healthcare staffing and total talent solutions companies? It takes trailblazers, innovators, and exceptional people like you.

At AMN Healthcare, we don't just offer jobs - we build careers that make a difference.

Why AMN Healthcare? Because Excellence Is Our Standard:

• Named to Becker's Top 150 Places to Work in Healthcare - three years running.
• Consistently ranked among SIA's Largest Staffing Firms in America.
• Honored with Modern Healthcare's Innovators Award for driving change through innovation.
• Proud holder of The Joint Commission's Gold Seal of Approval for Staffing Companies since 2006.

Job Responsibilities:

1. L2 Operational Support & Incident Triage

• Review, troubleshoot, and resolve Level 2 application support tickets within assigned areas.
• Perform initial analysis, reproduce issues when possible, and document findings clearly in the ticket record.
• Escalate complex, recurring, or system-level issues to senior application support, engineering, vendors, or platform owners when needed.
• Monitor resolved issues after fixes are applied to confirm stability and reduce repeat incidents.
• Tier 1-2 Salesforce Administration duties including user administration and data fixes

2. Application & Integration Support

• Support assigned applications, Salesforce, AMIE, Smartsheet, or other business systems as assigned.
• Assist with routine configuration validation, access-related troubleshooting, data flow checks, and known-error resolution.
• Follow documented support procedures for common incidents, integration failures, credential issues, and user-reported errors.
• Help identify patterns or repeated issues that may require knowledge updates, problem management, or senior-level review.

3. Stakeholder Communication & Coordination

• Provide timely, clear updates to users, business partners, IT peers, and vendors during active support issues.
• Participate in working sessions as the support representative for assigned issues or follow-up items.
• Maintain professional communication and ensure stakeholders understand ownership, timing, and escalation path.

4. Project & Migration Support

• Support application projects, migrations, and enhancement activities by assisting with testing, data validation, documentation, and issue tracking.
• Document findings, risks, and open questions for review by project leads, senior analysts, or application owners.

5. Knowledge Documentation & Process Support

• Create and maintain knowledge articles, troubleshooting guides, support notes, and process documentation for recurring issues.
• Keep documentation current when workflows, error handling, or escalation steps change.
• Share knowledge with peers to improve consistency across L1, L2, and escalation teams.

6. Reporting & Data Validation Support

• Assist with basic reporting, list views, data validation, and discrepancy review within supported systems.
• Escalate report logic, data model, or source-system concerns to the appropriate owner when deeper analysis is required.

7. Continuous Improvement

• Identify opportunities to reduce repetitive manual work through templates, documentation, standard operating procedures, or automation ideas.
• Recommend improvements to support intake, ticket notes, monitoring steps, and recurring communication templates.
• Participate in process improvement activities that improve support quality, response consistency, and operational visibility.

Required Qualifications

• 2+ years of experience in application support, systems integration, or IT operations
• Strong troubleshooting skills across enterprise systems and integrations
• Experience working with APIs, data flows, and system dependencies preferred
• Familiarity with Salesforce or similar enterprise platforms
• Experience with incident management tools (e.g., ServiceNow)

Preferred Qualifications

• Experience supporting healthcare or staffing industry applications
• Exposure to tools such as Power BI, automation platforms, and AI tools
• Experience supporting system migrations or large-scale IT initiatives

Key Skills

• Problem-solving and analytical thinking
• Clear communication across technical and non-technical audiences
• Strong collaboration and stakeholder engagement skills

Additional Information

• Occasional after-hours support or on-call participation may be required
• Competitive compensation and benefits package (details provided during hiring process)
• Equal Opportunity Employer

Pay Rate

$29.50 - $34.75 Hourly

Final pay rate is dependent on experience, training, education, and location.