Tier 2 Cerner Application Support Analyst

SA Photonics, a CACI Company; San Antonio (TX); On-site; USD 60,000 - 95,000; Full time

Job summary

An established industry player is seeking a Tier 2 Application Support Analyst to provide advanced support for MHS Applications. This role is crucial in ensuring efficient incident resolution and enhancing service quality. The ideal candidate will have extensive experience with Cerner Millennium and MHS Genesis, alongside strong communication and customer service skills. Join a dynamic team where your contributions will directly impact the quality of healthcare technology support. If you thrive in a collaborative environment and are passionate about making a difference, this opportunity is perfect for you.

Qualifications

• 8+ years of experience in IT support preferred.
• U.S. citizenship required for Tier I Public Trust Clearance.

Responsibilities

• Provide second level support for MHS Applications.
• Assist Tier I with complex calls and conduct training sessions.

Skills

Cerner Millennium/MHS Genesis

Service Desk support methodology

ITIL knowledge

Effective communication skills

Customer service skills

Critical thinking skills

Education

BS Degree or related experience

Tools

MHS Applications

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:

CCI is seeking a Tier 2 Application Support Analyst 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 assist Tier 1 Analysts as necessary on supported MHS Applications. This position focuses on providing MHS Genesis Support with a secondary focus on other clinical applications.

Responsibilities:

1. Provide second level support for all inbound incidents; backup first level support as needed.
2. Resolve or escalate incidents efficiently and accurately.
3. Provide professional follow-up and resolution for supported issues.
4. Triages/assigns/escalates incidents according to procedures.
5. Raise awareness of Priority issues and ensure process adherence.
6. Regularly check ticket queues and triage or assign tickets.
7. Serve as a Subject Matter Expert for MHS Genesis procedures and support.
8. Assist Tier I with complex calls or take over difficult calls.
9. Conduct training and coaching sessions as needed.
10. Research and document solutions for difficult issues.
11. Develop procedures for the knowledge base.
12. Identify trends and deficiencies and report to management.
13. Ensure proper logging of agent calls.
14. Work on special projects as assigned.
15. Support Application Support Supervisors and foster team spirit.
16. Maintain dependable attendance and adhere to schedules.

Qualifications:

1. BS Degree or related experience; 8+ years preferred.
2. U.S. citizenship and ability to obtain Tier I (T1) Public Trust Clearance.
3. 2-5 years experience with Cerner Millennium/MHS Genesis.
4. Knowledge of Service Desk support methodology.
5. Relevant technical certifications or MHS Application experience.
6. Familiarity with ITIL; certification preferred.
7. HDI or similar certification preferred.
8. Advanced support knowledge in MHS applications.
9. Effective communication skills for technical and non-technical audiences.
10. Strong customer service and critical thinking skills.
11. Ability to work under stress and in a team environment.

This position is contingent on funding and may be filled at any time. Applicants may also be considered for other roles within CACI.