Level II - Product Support Analyst

General Position Information Reports directly to (Title): Manager Matrix reports to (Title): As applicable based on functional alignment Direct Reports: Individual contributor; no direct reports Position Summary: The Application Support Analyst provides technical and functional support for business applications to ensure reliable system performance and a positive user experience. This role troubleshoots application, software, and data-related issues; analyzes problems to identify root causes; and resolves or appropriately escalates incidents based on business impact and urgency. The Application Support Analyst partners with operations, development, and other business and technical teams to support application functionality, resolve issues efficiently, and maintain system stability. Success in this role requires strong analytical and problem-solving skills, knowledge of software applications and databases, attention to detail, and effective communication with both technical and non-technical stakeholders. Responsibilities: · Respond quickly to end user questions, incidents, and application issues based on business impact and severity. · Troubleshoot and resolve application and data issues through systematic analysis and problem solving. · Analyze application behavior, data, logs, and database records to identify root causes and determine appropriate next steps. · Write and execute SQL queries to research issues, validate data, and support troubleshooting activities. · Develop and maintain scripts to automate manual processes, recurring operational activities, data validation, and approved database updates. · Collaborate with developers and other technical team members to troubleshoot complex application issues and implement solutions. · Validate solutions and application changes to ensure issues are fully resolved and expected business outcomes are achieved. · Document troubleshooting procedures, recurring issues, technical solutions, and support processes to improve team effectiveness. · Identify trends across incidents and support requests to proactively address recurring problems. · Support production implementations and post-implementation validation as needed. Follow established change management, security, and production support processes when implementing scripts, data updates, or application changes. Education & Experience: · BS degree in Information Technology, Computer Science or equivalent. · 2+ year's experience Must Have Skills · Proven experience as an application support analyst or in a related role. · Knowledge of SQL and relational databases. · Experience with Azure-based applications. · Knowledge of system security and data backup/recovery. · Ability to create scripts in SQL or other language. · Familiarity with various operating systems and platforms. · Excellent problem-solving and communication skills. Nice to Have Skills · Experience working in healthcare information technology Licenses, Certifications & Training : · N/A Knowledge, Skills, Abilities, Behaviors: Strong desire to learn new things and regularly seek opportunities for professional growth. Prioritize multiple activities and tasks simultaneously and adapt to a rapidly changing environment. Strong problem and issue resolution experience and the ability to create quality deliverables. Possess good written and verbal communication skills and be able to communicate effectively with individuals at various levels within the organization.

• Experience: 2+ years
• Seniority: Entry Level
• Education: Bachelor's degree required
• Languages: English