Tier 2 Applications Analyst

ChartSwap; United States; On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A leading records retrieval company in the United States is seeking a Human Resources Representative-Talent Acquisition/Employee Engagement to manage client configurations and support onboarding. The ideal candidate should have a Bachelor's degree and experience with Salesforce. This role offers full-time employment with benefits including medical and vision insurance as well as a 401(k) plan.

Qualifications

• 1 year of experience in application support or configuration roles.
• Strong verbal and written communication skills.
• Ability to work in a fast-paced environment.

Responsibilities

• Manage routine client configurations.
• Support onboarding and integration for new clients.
• Collaborate with teams to ensure configuration alignment.

Skills

Application support experience

Salesforce or CRM experience

Strong communication skills

Problem-solving skills

Technical aptitude

Attention to detail

Interpersonal skills

Ability to handle private health information

Education

Bachelor’s Degree in related field

Job description

Human Resources Representative-Talent Acquisition/Employee Engagement @ Ontellus | Records Retrieval Company

JOB SUMMARY

The Tier 2 Applications Analyst is responsible for managing routine client configurations and non-complex updates, supporting onboarding and integration for new clients, and collaborating with internal teams to ensure configuration changes align with workflow requirements. This role is critical for maintaining system reliability and reducing configuration errors through standardized procedures. The Analyst works closely with cross-functional teams to deliver high-quality solutions, minimize issues, and maintain client satisfaction.

PURPOSE

• Manage routine client configurations and non-complex updates.
• Support onboarding and integration for new clients.
• Collaborate with internal teams to ensure configuration changes align with workflow requirements.

IMPACT

• Reduces configuration errors and minimizes rework.
• Maintains system reliability through standardized procedures.

ESSENTIAL RESPONSIBILITIES

• Define and execute configuration specifications for new and existing customers.
• Collaborate with Sales, Client Success, and Implementation teams to ensure a streamlined onboarding process.
• Help create, document, and maintain configuration processes and templates.
• Communicate key insights and findings to Operations, Product, and Client Success teams.
• Work with Client Success and Support teams to effectively communicate any configuration updates.
• Participate in meetings regularly with managers and cross-functional teams to assess issues and identify improvements.
• Troubleshoot and resolve configuration issues.
• Provide technical support to clients and internal teams for configuration-related issues or challenges.
• Provide regular reports on configuration progress, issues, and resolutions to management and Client Success team.
• Identify and implement improvements to configurations to enhance efficiency and reduce errors.
• Collaborate with Product team to suggest enhancements or new features based on configuration challenges.
• Configuration Success Rate – The percentage of configurations that are successfully deployed and meet client expectations on the first attempt.
• Support Response Time – Average time taken to respond and resolve configuration-related support requests.
• Customer Satisfaction – Satisfaction ratings from clients regarding the quality and timeliness of configuration updates.
• Documentation Quality – Percentage of configurations documented fully and kept up to date.

JOB REQUIREMENTS

• Previous experience working in application support, implementation and/or configuration roles.
• Previous experience working within Salesforce or other CRM software.
• Bachelor’s Degree in related field plus 1 year of experience within the industry or equivalent.
• Strong oral, written, and phone communication skills.
• Ability to problem-solve with a sense of urgency.
• Strong technical aptitude and attention to detail.
• Ability to prioritize and meet critical deadlines in a fast-paced environment.
• Outstanding interpersonal skills with peers, superiors, customers, clients, and other partners.
• Ability to handle private health information confidentially and in line with company policies and procedures in compliance with HIPAA.

Seniority level

Associate

Employment type

Full-time

Job function

Analyst, Quality Assurance, and Product Management

Industries

Insurance and Legal Services

Benefits

• Medical insurance
• Vision insurance
• 401(k)