Tier 2 Cerner Application Support Analyst

CACI; San Antonio (TX); On-site; USD 65,000 - 137,000; Full time

Job summary

An established industry player is looking for a dedicated Tier 2 Application Support Analyst to provide advanced support for MHS applications. In this role, you will work closely with a high-performing team to ensure all service objectives are met, assisting with incident resolution and providing training as needed. This position offers the chance to grow in a supportive environment that values integrity and continuous improvement. If you are passionate about technology and customer service, this opportunity is perfect for you.

Benefits

Healthcare benefits

Flexible time off

Continuing education support

Retirement benefits

Qualifications

• 8+ years of experience in IT support with a focus on MHS applications.
• Strong customer service and communication skills are essential.

Responsibilities

• Provide second level support for MHS applications and assist Tier 1 analysts.
• Efficiently resolve or escalate incidents and ensure timely follow-up.

Skills

Customer Service Skills

Critical Thinking

Technical Communication

Teamwork

Education

BS Degree in related field

Tools

Cerner Millenium

MHS Genesis

ITIL

Job description

Tier 2 Cerner Application Support Analyst
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local

The Opportunity:

CACI is seeking a Tier 2 Application Support Analyst who is responsible for providing second level service and support on supported MHS Applications to meet or exceed contract service objectives. The primary responsibility is to provide advanced software/systems support and to assist Application Support Tier 1 Analysts as necessary on supported MHS Applications. Tier 2 staff works closely with Application Support Supervisors to ensure all contract service objectives are met or exceeded. This Tier 2 position is primarily focused on providing MHS Genesis Support with a secondary focus on other clinical applications.

Responsibilities:

• Primary second level support of all inbound incidents. Backup first level support as needed.
• Efficiently and accurately resolve or escalate all assigned incidents.
• Provide accurate, timely, and professional follow up and resolution on all supported issues.
• Accurately triage/assign/escalate incidents per established procedures.
• Raise awareness of Priority issues as they occur; ensure that process is followed exactly.
• Perform regular checks of assigned ticket queues, triage or assign per process standard.
• Serve as a Subject Matter Expert for MHS Genesis procedure and support knowledge.
• Assist Tier I with long or difficult calls/assume calls that are too difficult for Tier I.
• Perform side-by-side coaching with agents on difficult calls as necessary.
• Conduct training sessions as necessary under direction of management.
• Research difficult issues, identify and document resolutions as necessary.
• Identify and prepare procedures for knowledge base.
• Identify trends in training, performance and knowledge deficiencies and raise to management.
• Ensure that agent calls are correctly logged per established procedure.
• Work special projects as required.
• Assist Application Support Supervisors as needed.
• Foster team spirit and a team oriented attitude.
• Maintain dependable attendance and schedule adherence.

Qualifications:

• BS Degree in or related field/equivalent experience with 8+ years experience preferred.
• Must be a U.S. citizen and be able to obtain a Tier I (T1) Public Trust Clearance.
• 2-5 years of experience using with Cerner Millenium/MHS Genesis.
• Demonstrated knowledge of Service Desk support methodology.
• Relevant technical certifications or relevant MHS Application experience.
• Familiar with ITIL (certification preferred).
• HDI or similar certification preferred.
• Technically advanced support knowledge in specific MHS applications.
• Must have experience using/supporting the MHS Genesis.
• The ability to effectively communicate technical matters to a non-technical audience.
• Strong customer service and communications skills.
• Strong critical thinking skills that facilitate expedient problem-solving.
• Demonstrated teamwork skills.
• Must be able to work in a stressful environment.

This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

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What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.

The proposed salary range for this position is:

$65,000 - $136,500

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.

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