Analyst, Application Support

Job Description Your Future Evolves Here Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a difference working in everything from scrubs to jeans. Are we growing Absolutely and Globally. In 2021 we grew our teams by almost 50% and continue to grow even more in 2022. Are we recognized as a company you are supported by for your career and growth, and a great place to work Definitely. Evolent Health International (Pune, India) has been certified as Great Places to Work in 2021. In 2020 and 2021 Evolent in the U.S. was both named Best Company for Women to Advance list by Parity.org and earned a perfect score on the Human Rights Campaign (HRC) Foundation's Corporate Equality Index (CEI). This index is the nation's foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ+ workplace equality. We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day. If you're looking for a place where your work can be personally and professionally rewarding, don't just join a company with a mission. Join a mission with a company behind it. What You'll Be Doing: Job Summary The Analyst, Application Support is a highly motivated person with excellent communication and interpersonal skills to interact with internal/external teams and application users and help trouble shoot/resolve issues reported by various departments within Evolent Health. This person will provide high quality operational, technical, and systems support to preserve customer satisfaction and internal business functions to aid in minimizing recurrence of incidents. Essential Functions - Provide first-level support, including problem replication, triage, and resolution of issues, the majority of which are associated with Standard Operating Procedures (SOPs). - Provide accurate and timely resolution of issues, and escalation when necessary. - Ensure that Service Level Agreements (SLAs) are met. - Maintain and update documentation related to operations and support processes within Confluence. - Contributes to improvement of existing processes and identification of new processes and technical alternatives to resolve problems. - Collaborate with team members and business functions to troubleshoot and resolve support tickets. - Respond to escalations and incidents, providing support toward resolution, and notifying stakeholders of progress during business hours and outside of normal business hours (on-call support). - Contribute to writing T-SQL code and tools to assist Level 1 support to diagnose and resolve incidents. - Perform ad-hoc task and analysis for the support team as needed. - Perform quarterly user access audit. Required Qualifications - Bachelor's degree in Computer Science, IT- related degree or comparable experience. - 1 2 year(s) of progressive experience within application support/IT operations organizations. - 1 2-year(s) experience with T-SQL, ability to view and write T-SQL code for triage and investigation. - Professional verbal and written communication skills, with the ability to clearly articulate thoughts and ideas. - Basic knowledge of web application functionality and fundamental Infrastructure knowledge of computer systems. - Collaborative working style with the ability to work across different organizations and personalities. - Ability to work unsupervised and a self-starter who seeks improvements without direction. Preferred Qualifications - Experience in a healthcare-related field. - Familiarity with JIRA, Confluence, Microsoft Azure Application Insights. - JIRA Service Desk ticketing system/Confluence experience. General Performance Criteria As the Analyst, Application Support, you will be required to fulfill your responsibilities while meeting the following general performance criteria for this position at this level: Expertise: You actively learn and adopt the methods defined for your role and by your team. Communication: You seek to achieve clarity regardless if you are the source of the information being conveyed to the participants in the communication. Domain: You regularly behave in a manner that shows an understanding of how your work impacts direct stakeholders. System: You successfully improve the quality of the system(s) for which your team is responsible. Process: You follow the team's processes, delivering consistently on related KPIs. Influence: You regularly make a tactical impact to some system and/or process for which your team is primarily responsible. To ensure a secure hiring process we have implemented several identity verification steps, including submission of a government issued photo ID. We conduct identity verification during interviews, and final interviews may require onsite attendance. All candidates must complete a comprehensive background check, in-person I-9 verification, and may be subject to drug screening prior to employment. The use of artificial intelligence tools during interviews is prohibited and monitored. Misrepresentation will result in immediate disqualification from consideration. Mandatory Requirements: Employees must have a high-speed broadband internet connection with a minimum speed of 50 Mbps and the ability to set up a wired connection to their home network to ensure effective remote work. These requirements may be updated as needed by the business. Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.