Systems Support Analyst Data Activation Platform

Company: PSW
Location: Olympia
Posted on: June 10, 2021

Job Description:

Summary / Objective:

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This is an on-site position in Olympia, WA.

This position is responsible for providing support to internal and external customers of the population health platform.This includes the management of the user provisioning process.In addition this role will manage the ticketing process for error resolution and enhancement requests.

The Systems Support Analyst through this work will examine the reported issues and troubleshoot and work with the application development team to identify resolutions and create and deploy solutions that meet the needs of the customers.The systems support analyst will work closely with the project management team to manage sprint cycles as well as the multiple tenant enhancement effort. This role requires strong technical and creative problem-solving mixed with client support with a strong focus on providing excellent customer service.

Essential Functions:

• Respond to user queries and help requests which can arrive through email, over the phone, or through the IT help desk.
• Manage process for provisioning user access across all internal and external customers.
• Gather information related to incidents or issues to determine root cause.Work with the application development team to devise a solution to resolve the issue.
• Utilize information gathered to prioritize incidents or issues.
• Manage flow of incoming support requests and escalate as needed.
• Work with users to resolve simple issues by walking through step by step functionality for resolution.
• Identify trends in user incidents and issues and generate training documentation.
• Assist in the deployment of upgrades through interpretation of upgrade documentation and generating appropriate summary documentation, planning and managing user validation efforts and generating final training documentation as needed.
• Through information gathering determine incidents and issues separately from enhancement requests.
• Work with project staff both internal and external on enhancement request sprint planning.
• Create and maintain detailed records of all user incidents or issues as well as enhancement requests.
• Work with both internal and development team project staff to prepare reports at regular intervals.
• Gather all necessary documentation to support the escalation of issues including unsuccessful solutions and examples to the application project team.
• Utilize ticketing system to generate trouble tickets for all issues/incidents and enhancement requests.
• Support departmental operations through best practices including creation, editing and distributing of technical and end user documentation. This includes FAQs, policies and procedures and training documentation.
• Perform testing in support of the deployment of issue or incident resolutions, enhancement and update/upgrade implementations.
• Knowledge and experience with SQL and database designs of medium to high complexity. Ability to read and write SQL code for use in incident and issue resolution or enhancement implementation.
• Supports development and execution of test scripts. Work with users, collecting and organizing business requirements and translating those requirements for the project management team.
• Gather data from multiple sources.
• Analyzes feasibility and develops requirements for enhancements to existing systems; assessing potential impacts and ensuring system design fits the needs of the users.
• Tracks and fully documents changes for functional and business specifications; writes detailed universally understood procedures for permanent records and for use in training.
• Identifies opportunities for improving business processes.
• Reads and interprets systems and functional technical literature and translates in terms understandable to the end-users.
• Plans, organizes and conducts business process reengineering/improvement projects and/or management reviews.
• Researches and prepares statistical reports using data. Consolidates information into cohesive and understandable correspondence or other written form for use in management decision-making.
• Participates in user acceptance testing and testing of new system functionality and provides technical assistance in training, mentoring, and coaching professional and technical staff.
• Continue own education by staying informed of industry trends and actively participating in trainings provided by the company.
• Ensures compliance with PSW policies and procedures with special emphasis on compliance with HIPAA requirements.
• Exceed customer expectations by providing professional and personalized service at all times.
• Is aware of and supports strategic plans that ensure department and/or company objectives and goals are obtained.
• Implement new policies, procedures and company initiatives as assigned and ensures all areas are maintained in accordance with company policy, state, federal and plan regulatory mandates.
• Builds and leverages cross-functional collaborative relationships to facilitate a team-work oriented atmosphere and achieve company goals.
• Continually review assigned areas of responsibility and give suggestions to department manager/director on how to enhance service/products.

Required Education and/or Work Experience:

• Two-year degree in related field and at least one-year related experience OR no degree and at three-years of related experience.Related experiences is: experience providing systems support including the use of a ticketing system and gathering of evidence.
• Experience in SQL query development, data gathering and data mining.
• Fundamental understanding of project management and cycles
• Experience working in a cross functional team environment

Preferred Education and/or Work Experience:

• ?Experience with health care field.

Keywords: PSW, Olympia , Systems Support Analyst Data Activation Platform, Other , Olympia, Washington