Senior Analyst - NE

Socket.dev; Louisville (KY); On-site; USD 45,000 - 60,000; Full time

Job summary

Kindred/RehabCare in Louisville, KY is seeking an Application Support Analyst to join the Information Systems Department. The role focuses on documenting and responding to customer requests regarding information systems, software, and hardware using a call-tracking system.

The position emphasizes timely resolution of issues, after-hours on-call support, and continuous process improvement within a health-care context.

Qualifications

• Associate's degree or equivalent work experience in related field preferred.
• 1 year computer systems support experience or other experience resulting in same knowledge level.
• Experience preferred in a clinical or financial setting, preferably in the Health Care industry.
• Professional certifications related to Essential Functions preferred.

Responsibilities

• Accepts requests and questions from customers and other support staff through various preferred media. Follows up to ensure accurate and timely resolutions are provided.
• Monitors the group queue to ensure work requests are handled in a timely manner. Independently resolves most problems/questions that arise and consults with senior team members, development or technical staff on difficult issues.
• Listens to issues and questions as reported by customers on assigned hardware, software and uses troubleshooting skills to provide answers or resolutions.
• Assists senior department team members in identifying frequently encountered issues and developing resolutions.
• Monitors individual performance objectives, meets standards, and assures customer satisfaction goals are met.
• Provides after-hours on-call support as scheduled or needed.
• Continuously monitors department processes and recommends to management new and innovative ideas for improvement.
• Solicits feedback and guidance of best practices from senior department team members.

Skills

Analytical skills

Problem-solving

Patience & empathy

Phone-based troubleshooting

Education

Associate's degree

Job description

We are recruiting for an Application Support Analyst to join our Information Systems Department in Louisville, KY. Summary: Documents and responds to customer requests and questions regarding information systems, software, and hardware utilizing a call tracking application. Answers questions or resolves issues. Assists in resolving related problems.

Essential Functions:

• Accepts requests and questions from customers and other support staff through various preferred media. Follows up to ensure accurate and timely resolutions are provided.
• Monitors the group queue to ensure work requests are handled in a timely manner. Independently resolves most problems/questions that arise and consults with senior team members, development or technical staff on difficult issues.
• Listens to issues and questions as reported by customers on assigned hardware, software and uses troubleshooting skills to provide answers or resolutions.
• Assists senior department team members in identifying frequently encountered issues and developing resolutions.
• Monitors individual performance objectives, meets standards, and assures customer satisfaction goals are met.
• Provides after-hours on-call support as scheduled or needed.
• Continuously monitors department processes and recommends to management new and innovative ideas for improvement.
• Solicits feedback and guidance of best practices from senior department team members.

Knowledge/Skills/Abilities:

• Working knowledge of major software packages used by company, setup/configuration, and missions of each.
• Good analytical and problem-solving skills.
• High level of patience, empathy, and courtesy.
• Able to resolve mechanical/technical problems over the phone with emphasis on troubleshooting ability.
• Able to identify and communicate trends and work with Senior department team members to define corrective action.
• Approximate percent of time required to travel: 10%25

Education:

• Associate's degree or equivalent work experience in related field preferred.

Licenses/Certification:

• Professional certifications related to Essential Functions preferred.

Experience:

• 1 year computer systems support experience or other experience resulting in same knowledge level.
• Experience preferred in a clinical or financial setting, preferably in the Health Care industry.

Depending on a candidate’s qualifications, this position may be filled at a different level. If you are a current Kindred/RehabCare employee Click Here.