Application Support/Technical Support Analyst 3

Skywalk Global Pvt. Ltd.; Richmond (VA); On-site; USD 48,000 - 69,000; Full time

Job summary

Skywalk Global Pvt. Ltd. in the United States is seeking an Application Support/Technical Support Analyst 3 to provide Tier1 support for the Oracle Health Patient Accounting (OHPAC) system within VDHEHR initiatives.

You will troubleshoot, assist with post-cutover readiness, and escalate to Tier2 as needed. The role requires strong customer service, Citrix basics, and familiarity with EHR policies. You will monitor functions, maintain health checks, and contribute to incident logs and trend

Qualifications

• 3 years of experience in application support.
• Strong customer service and communication with end users.
• Familiarity with healthcare IT policies and HIPAA.

Responsibilities

• Provide Tier1 support for the OHPAC application to end users.
• Triage issues and escalate to Tier2 as needed.
• Perform pre/post go-live health checks and readiness activities.
• Document incidents and resolutions, and track trends.

Skills

Desktop Support

Citrix Environments

Tools

Citrix

Job description

Application Support/Technical Support Analyst 3

Job Type

Contractor

Primary Skills

Desktop Support

Duration

6 months

Job Summary

ShortDescription:

TheOracleHealthPatientAccounting(OHPAC)ApplicationSupportSpecialistprovidesTier1supporttoendusersofOracleHealthPatientAccountingandrelatedpatientaccountingareas.Thispositionprovidestechnicalandfunctionalexpertisetotroubleshootapplicationissues,supportuserandsystemconfiguration,monitorkeyOHPACfunctions,andassistwithmaintainingstableandeffectivepatientaccountingoperations.Thespecialistservesasafirstpointofcontactforendusers,resolvingissueswhenpossibleandescalatingcomplexproblemstoappropriateTier2,technical,implementation,orvendorsupportteams.

CompleteDescription:

TheOracleHealthPatientAccounting(OHPAC)ApplicationSupportSpecialistprovidesTier1,first-call-resolutionsupporttoendusersutilizingOracleHealthPatientAccountingandrelatedpatientaccountingareas.

ThisroleplaysavitalroleinsupportingthesuccessfulimplementationandsustainmentphasesoftheVDHElectronicHealthRecordinitiativeandhelpensuresdeployedEHRcapabilitiesremainstable,fullyoperational,andeffectivelyadoptedbyend-usersthroughpost-cutoverhealthchecks,issuetracking,andsustainmentreadinessplanning.

• ProvidesTier1clinicalsupporttomeetandexceedestablishedServiceLevelAgreements(SLAs)andfollowITILprocesses.
• TriagesenduserissuesanddeterminesiftheissuecanberesolvedatTier1orifitneedstobeescalatedtoTier2.
• MustunderstandVDHandLocalHealthDepartmentEHRpolicies,procedures,andworkflowsandOracleHealth-specificprocedurestoresolveissues.
• Acquiresandmaintainsageneralandclinicalknowledgeofclientandrelatedsoftwareapplications.
• MaintainsnecessarytechnologyskillstoperformcommonclientspecificFirstCallResolution(FCR)tasks,withtraining,includingpasswordresets,Citrixtroubleshooting,commondesktoptroubleshooting,etc.
• Conductpre-andpost-go-livesystemhealthcheckstoverifyoperationalreadinessandfunctionalityofthedeployedElectronicHealthRecord(EHR)solutionateachVDHfacility
• ParticipateandhelpsustainreadinesschecklistsandsitehealthstatusdashboardsforEHRleadershipandGo-Livecommandcenteroperations
• Contributetolessonslearned,issuetrendanalysis,andprocessimprovementsforfuturesitedeploymentsandsystemrollouts
• Post-Go-LiveHealthCheckReportsthatassesssystemperformanceanduseradoptionfollowingdeployment
• IssueResolutionLogsandTrendAnalysestotrack,resolve,andanalyzerecurringchallenges
• Exhibitsabasicunderstandingofhealthcareregulatoryandcompliance(e.g.,HIPAA).Skilledintheapplicationofpoliciesandprocedures.FoundationalCommunication-Simplemessagescommunicatedorally.Maywritebriefmessagesandkeepsimplerecords.Mayexplainandofferguidanceonroutineprocedures.
• MonitorsspecificOHPACfunctionsandoperationalindicatorstoidentifypotentialapplicationorworkflowissues,includingareassuchasuserconfiguration,workqueues,processingfunctions,interfaces,printing,documentmanagement,andotherpatientaccounting-relatedactivities,asapplicable.

KnowledgeandSkills

Abilitytounderstandandfollowestablishedapplicationsupportprocedures,organizationalpolicies,andstandardoperatingprocedures.

Abilitytocommunicateclearlyandprofessionallywithendusers,applicationteams,technicalteams,leadership,andvendors.

Abilitytodocumentincidents,troubleshootingactivities,resolutions,andescalationsaccuratelyandconsistently.

Abilitytorecognizepatternsinincidentsandidentifyrecurringapplicationorworkflowissues.

Workingknowledgeofcommonend-usertechnologies,includingdesktopapplications,Citrixenvironments,printing,useraccess,andrelatedsupportfunctions.

Demonstratesstrongcustomerserviceskillsandtheabilitytoprovideclearguidancetouserswithvaryinglevelsoftechnicalexpertise.

Demonstratestheabilitytomanagemultiplesupportrequests,prioritizeissuesbasedonbusinessimpact,andworkeffectivelyinatime-sensitiveenvironment.

Foundationalcommunicationskills:communicatesroutineinformationclearlyinperson,bytelephone,electronically,orthroughsupportdocumentation;providesguidanceonstandardprocedures;andmaintainsaccuraterecordsofsupportactivities.

Required3Years

Abilitytounderstandandfollowestablishedapplicationsupportprocedures,organizationalpolicies,andstandardoperatingproceduresRequired3Years

Abilitytocommunicateclearlyandprofessionallywithendusers,applicationteams,technicalteams,leadership,andvendors.Required3Years

Abilitytodocumentincidents,troubleshootingactivities,resolutions,andescalationsaccuratelyandconsistently.Required3Years

Abilitytorecognizepatternsinincidentsandidentifyrecurringapplicationorworkflowissues.

Required3Years

Workingknowledgeofcommonend-usertechnologies,includingdesktopapplications,Citrixenvironments,printing,useraccess,andrelatedsupportRequired3Years

Required3Years

DemonstratesstrongcustomerserviceskillsandtheabilitytoprovideclearguidancetouserswithvaryinglevelsoftechnicalexpertiseRequired3Years

Stronganalytical,problem-solving,andtroubleshootingskillsrelatedtoCerner/OHPAC