OVERVIEW:

The Application Support Analyst supports users of the MarketProminence™ application by providing solutions to client enhancement requests or application issues. The Application Analyst will be required to demonstrate the aptitude to become an expert user in the modules of MarketProminence. The Application Analyst will also be testing and document new version s of software releases. The Application Analyst is responsible for ensuring customer satisfaction in every step of the client enhancement and unexpected behavior analysis. You will be required to track detailed information about each customer's service or support request and document the diagnostic steps as they troubleshoot the reported problem.  Research is often required to find the correct solution.  Constant communication with customers and other team members is essential to be successful.

Position Duties: 

• Triages software issues and resolve or escalate to other teams as required.


• Track, triage and resolve reported software application defects and support client configuration questions


• Prepares and helps resolve escalated JIRA ticket events.


• Monitor and log Tickets and Client Accounts and product specific knowledge repository


• Defined response to SLA’s (Service Level Agreement)


• Complete ticket management with escalation and service level reporting


• Root Cause Analysis and Incident Analysis/Trending


• Take a role as the subject matter expert to review operational workflows of high degree of complexity and/or for multiple departments, identifying problems and developing improvements, modifications and enhancements.


• Coordinate configuration and/or code deployments as necessary


• Assist with the prioritization of initiatives by providing recommendations, documenting risks, and outlining mitigation strategies


• Other duties as required by manager 

Requirements:

• Technical experience or training in information technology or information systems


• Previous work experience in a fast-paced customer centric service setting


• Healthcare SaaS or health insurance industry experience a plus


• Excellent verbal and written communication skills


• Strong problem solving and research skills with the ability to take responsibility and ownership for the problem and resolution


• Ability to write and communicate application problems with software developers and internal personnel as needed


• Strong attention to detail


• Strong customer service-oriented phone skills

Technical Requirements:

• Specialized experience working with database driven applications and business driven customization in a Software application environment.


• Some basic experience with relational databases, Oracle Database, SQL or Crystal Reports is required

Education Requirements:

• Bachelor’s Degree in Computer Science preferred but will consider combination of experience and education

COMMITMENT TO DIVERSITY & INCLUSION:

We are committed to cultivating and preserving a culture of inclusion and connectedness through collaboration. We grow and learn better together with a diverse team of employees. We welcome the unique contributions and the different perspectives of a diverse team.  We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at careers@mhk.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address. 

For more information, please visit Know Your Rights, Pay Transparency, and MHK EEO/AA Statement 

Benefits Snapshot:

• Medical, vision, and dental plans for full time employees


• 401(k) offered with a generous match


• Benefits begin on first day of the month following employment   


• Exercise/Health Club reimbursement opportunity 


• Monthly dependent care reimbursement opportunity 


• Short Term and Long Term disability 


• Basic Term Life and AD&D Insurance 

Paid Time Off

• 15 days Paid Time Off  


• 13 Company Paid Holidays  


• 3 Personal Days  


• 2 Community Service days