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Application Analyst II

The Application Analyst II provides Tier 2 and Tier 3 support for clinical and back-office healthcare applications. The role involves troubleshooting, issue resolution, problem prevention, and participation in an on-call rotation to support systems 24/7. The position requires strong analytical, communication, and customer service skills, along with the ability to work independently and collaboratively.

Key Skills: Application Support, Healthcare, Desktop Application Support, ITIL, Service Management, Clinical 3rd Party Applications.

Key Responsibilities:

• Provide Tier 2 and Tier 3 support for clinical and back-office healthcare applications.
• Analyze, troubleshoot, and resolve complex software and system issues.
• Coordinate issue resolution, document root causes, and recommend process improvements.
• Maintain accurate documentation within call-tracking and knowledge databases.
• Follow ITIL-based incident and problem management processes.
• Monitor application performance and ensure adherence to service-level agreements (SLAs).
• Handle SEV1 and SEV2 application outages and ensure timely resolution.
• Participate in a rotating on-call schedule for 24/7 application support.
• Collaborate with cross-functional teams to improve application reliability and performance.
• Provide excellent customer service to both internal and external users.

Technical Experience Required:

• Experience supporting third-party clinical applications such as cardiology, radiology, lab, PACS, Sleep Lab (Cadwell), and PFT (Breeze Suite).
• Strong understanding of Microsoft Office and collaboration tools.
• Familiarity with back-office application architecture and functionality.
• Working knowledge of healthcare IT systems and integration concepts.

Behavioral Skills:

• Strong problem-solving and analytical thinking.
• Excellent communication and documentation skills.
• Ability to work both independently and within a team.
• Self-motivated with strong attention to detail.
• Commitment to continuous improvement and high-quality service delivery.