Applications Support Analyst 1
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
ABOUT THE COMPANY
Direct Care Innovations (DCI) is a Software as a Service (SaaS) provider offering a state-of-the-art business management platform designed uniquely for Medicaid service providers. Our software gives providers the power of their data through automation to reduce overtime increase utilization and control their budget. This allows us to achieve our mission of providers being able to put money back in the hands of direct care workers. Among many benefits to working here we offer medical dental and vision coverage generous paid time off and incentive bonuses to those who qualify. All of this makes DCI a great and fulfilling place to work.
OVERVIEW AND ESSENTIAL JOB FUNCTIONS
The primary responsibility of the Applications Support Analyst (ASA-I) is liaison between the business and technical resources by ensuring the availability of applications for internal and external users. As a member of the DCI Software Application Support team this individual will spend their time fulfilling service requests and identifying and coordinating incidents through resolution. The ASA-I coordinates customer communications.
- Receive assess route and categorize customer reported issues and requests using DCIs ticketing and issue management tools.
- Troubleshoot and resolve customer issues. Coordinate efforts with appropriate assignees when needed.
- Track and manage issues and requests through resolution.
- Test and replicate defects reported. Test and confirm resolution.
- Communicate issue progress workarounds resolution and other follow-up activities with customers.
- Provide data and reporting to DCI team members upon request.
- Participate in cross functional meetings for open issues; assist in prioritization as it relates to severity and impact of issues.
- Identify opportunities for system and process improvements
- Assist in process development and enhancement in accordance with ITIL best practices.
- Participate in creation and maintenance of systems and technical documentation.
- ALL DCI employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies procedures standards and guidelines and act addition to the cybersecurity requirements of all positions at Acumen the System Administrators and Infrastructure Manager will support the secure design development security installation / configuration and remediation of computer hardware software systems networks printers scanners and cloud properties. Additionally these positions will support the proper conduct of incidents responses and investigations.
Qualifications
MINIMUM QUALIFICATIONS
- 3 years of work experience in Application/Software Support in SAAS environment
- Microsoft Excel
- Advanced written and verbal communication skills
- Strong mathematical problem solving and analytical skills
- Experience with ticketing systems Zendesk and JIRA
DCI is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race color religion sex sexual orientation gender identity national origin age protected veteran or disabled status or genetic information.
If you require reasonable accommodation for any part of the application process or hiring process please submit your request through one of the following methods listed below:
(a) Dedicated fax
(b) Dedicated email DISABILITY ACCOMMODATION REQUESTS ONLY
(c) US mail - 4554 E Inverness Ave Mesa AZ 85206- Attn Human Resources
(d) Dedicated phone 1- Option 1 (Employment Opportunities) DISABILITY ACCOMMODATION REQUESTS ONLY
Required Experience:
IC
Key Skills
- IT Experience
- Problem Management
- Desktop Support
- Citrix
- Mobile Devices
- Windows
- Customer Support
- Help Desk
- Operating Systems
- Technical Support
- Troubleshooting
- Application Support
