Overview of the Role:
The Application Support Analyst is primarily responsible for providing internal technical support for Privia’s core applications, data systems, and interfaces. The person in this position will identify, troubleshoot and resolve problems within all our systems. and serve as a liaison between internal stakeholders, (Customer Experience, Operations, IT Helpdesk, etc) and Product Engineering.
Our agile, distributed, continuous improvement obsessed Product Engineering team is looking for a self-motivated problem solver with a knack for spotting problems and sniffing out the root cause. The successful candidate will be comfortable with a wide variety of technologies and eager to learn new ones. You must enjoy interacting with both technical and non-technical stakeholders and be able to communicate with each effectively, both verbally and in written communication. You should have strong time management skills that allow you to focus on a problem while also managing time-sensitive tasks. Career advancement will be based on successfully managing a queue of incoming requests and issues, demonstrating leadership and results in continuous process improvement, and managing service level agreements.
Primary Job Duties:
Manage a queue of Level II support requests and reported issues with expected 24 hour response time.
Provide Level II support for all service offerings, to include: HL7 Interface, APIs, Data warehouse, EMR interfaces, Health Event Engine, Consumer software, and other software integrations, including Salesforce integration.
Ensure all our systems are complying with defined SLAs
Regularly perform internal help desk functions: application setup, user management, and product training
Troubleshoot and resolve application issues in both front end, interfaces (HL7, APIs), and backend systems.
Create workaround procedures and fix data anomalies when standard procedures have failed to ensure issues are resolved in a timely fashion.
Write, maintain and support a variety of reports or queries utilizing appropriate reporting tools.
Assist in the development of standard reports for ongoing customer needs.
Validate data and system integrity in systems by running queries and analyzing data.
Act as a liaison between customers, customer-facing teams and Product Engineering
Research reported issues to identify the root cause, seeing the entire impact of the issue through to completion. If needed, identify and document work-arounds. Escalate and communicate issues that require intervention from Product Engineering.
Work with Operations Engineer to manage third-party vendors regarding system improvements, issue resolution, project timelines, and availability.
Provide detailed documentation and training on new systems or changes/updates to existing systems or processes.
Work closely with the customer experience team to provide training and documentation for software resolution, installation, and configurations providing them the knowledge enabling them to assist with their customer support functions.
Continuously develop expertise in the applications as new processes and features are created.
Analyze impact to existing processes and support teams during the development and roll-out of new applications or the upgrade of existing applications.
Assist with daily maintenance tasks including system monitoring, data mapping, and resolving data errors
Assist with regression testing
Act with integrity and maintain complete confidentiality with patient information.
Bachelor’s degree or equivalent industry experience
5 years relevant experience in a similar or related job field (e.g. application support, technical customer service, systems analysis, quality assurance)
Strong user-level skills with Internet Explorer, Chrome, Safari, and Firefox
Comfortable with relational databases. Ability to write and execute complex SQL statements in MySQL and Oracle databases
Comfortable with Linux/Unix and investigating system logs
Familiar with reporting and monitoring tools
Must comply with HIPAA rules and regulations
Interpersonal Skills & Attributes:
Excellent communication skills (verbal and written) necessary to effectively interact with all levels of the organization.
Able to manage competing priorities in stressful situations while still providing excellent customer service.
Exceptional ability in diagnosing and solving web application and data problems while maintaining patience, professionalism, and courtesy.
Strong attention to detail and organizational skills
Self-motivated and able to work independently and as a member of a team to plan and prioritize workload and meet deadlines.
Ability to establish strong working relationships with supervisors, peers, subordinates, and stakeholders to accomplish objectives.
Experience working with a distributed team.
Excellent analytical and problem solving skills.
The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee must be able to sit or stand at a computer workstation for long periods of time, perform computer tasks including keyboarding, possess near visual acuity for operating computer, and communicate verbally with others, The employee must be able to understand and follow detailed instructions, perform complex or varied tasks, make decisions, maintain a fast pace of work, and work under pressure.
Privia Health is committed to providing equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Privia will provide reasonable accommodations for qualified individuals with disabilities. Privia's goal is for our people to reflect the communities that we serve and to increase representation of women, people of color, veterans and individuals with disabilities in our organization.