Application Support Analyst

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

Overview:  The Application Support Analyst will be responsible for providing in-depth analysis, technical support for application software, operating systems and/or integrated third party products to external and internal customers.

Duties and Responsibilities:

• Take a collaborative role with the application support team to triage production problems, perform defect analysis and provide fixes in a timely fashion, particularly with high priority items;
• Provide and take ownership of estimates for your work and monitor progress against the estimate;
• Work with support team to prioritize and schedule support activities;
• Work collaboratively with other Inovalon departments to ensure fit for purpose solutions are delivered;
• Liaise with Technology and Engineering teams to resolve application issues;
• Update documentation to cover implementation of application solutions, including technical specifications, site deployment and support requirements;
• Ensure compliance to Company procedures when making changes and implementing code;
• Respond to support requests through phone calls, emails, live chat, and in person;
• Tier 1 end user support for issues with internal applications, data integrity, data exchange, and reports;
• Troubleshoot, identify, track, and ensure resolution of issues;
• Provide application administration functions such as creating and updating standardized codes, mapping tables, account queues, and other data parameters for our internal applications;
• Maintain a follow up schedule for unresolved issues;
• Create and maintains system configuration, process, and procedure documentation on assigned projects;
• Run, monitor and maintain automated services, macros and scripts;
• Process daily file transfers;
• Prioritize help desk requests based on operational needs and escalate issues to quick resolution when needed; and
• Assist operations with process improvement and finding solutions to business problems.
• Maintain compliance with Inovalon’s policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position;
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company;
• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and
• We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.

Job Requirements:

• 2+ years of experience in application support, SaaS experience preferred, healthcare background preferred
• 2+ years of experience with basic system administration tasks in Linux and Microsoft Windows servers
• Proficient in ServiceNow or other CRM system (Salesforce, etc.)
• 2+ years of experience in software development and/or support;
• 2+ years of experience in some or most of these language & platforms - Java, J2EE, .Net, Weblogic, Informatica, Linux/Unix, Windows, Oracle, DB2, Sybase, Shell & Perl scripts;
• Being able to communicate clearly with clients; client focused and sensitive to client needs
• Basic to advanced knowledge of SQL Developer
• Advanced Knowledge of the Scriptmed application and configurations;
• The ability to prioritize client issues as they are submitted;
• The ability to multi-task effectively;
• Proficient in writing SQL queries; and
• Excellent problem solving and analytical skills.

Education:

• Bachelor's degree or equivalent work experience required.

Physical Demands and Work Environment:

• Sedentary work (i.e., sitting for long periods of time);
• Exerting up to 10 pounds of