Application Support Specialist, 9171-309-N

Catholic Charities Brooklyn and Queens•New York, NY

About The Position

Reporting to the Associate Director IT Clinical Systems, the Application Support Specialist II’s role is to define, develop, test, analyze, and maintain software applications in support of the achievement of business requirements. The ideal candidate is a great leader, intellectually curious and a natural problem solver who is capable of working both independently and as an integral part of a team. Utilize, support and assist in developing business analytics solutions, including Power BI dashboards and reports, to support agency goals, operational decision-making, and performance monitoring. Create and modify custom reports in Netsmart myEvolv to meet evolving clinical, operational, and compliance needs, ensuring accuracy and usability. Provide intermediate-level application development support, including requirements analysis, design input, testing, and validation of application enhancements. Serve as a key technical resource supporting Electronic Health Record (EHR) applications, assisting with configuration, upgrades, and optimization efforts. Contribute to the development and refinement of procedures, standards, and best practices for effective and consistent use of EHR applications. Provide training to new and existing staff on system applications, system updates and process changes, including preparing training materials. Update and maintain application documentation, user guides, and workflow references as system functionality and processes evolve. Support the lead developer in the development, configuration, and testing of myEvolv forms and workflows. Assist with diagnosing and resolving application and cross-system issues, performing initial root cause analysis and escalating complex issues as appropriate. Act as a secondary escalation point for end-user issues referred by the EHR Support Team, including coordination with vendor technical support. Participate in internal and external meetings to provide technical input and status updates as requested. Deliver on-site or remote application training and support to agency locations on an as-needed basis. Coordinate with third-party vendors and support partners under guidance to support issue resolution, upgrades, and enhancements Other tasks as needed

Requirements

Bachelor's degree required, waivable with experience
Minimum 3 years experience with Netsmart myEvolv system or minimum 5 years experience with setup, deployment, maintenance and support of other Electronic Health Records is required.
Advanced proficiency in Excel with expertise in data analysis and complex formulas (PivotTables, VLOOKUP, etc.).
Specialized knowledge of myEvolv systems, from front-end user experience and security management to back-end data architecture and system setup, including data structures, clinical and billing setup tables, system security and other advanced features.
Ability to provide real-time, at-the-elbow support and technical troubleshooting for staff using myEvolv system to ensure seamless clinical operations.
Ability in performing logical analysis and research for application and hardware related issues in Netsmart myEvolv systems.
Ability to interpret and apply information from complex technical manuals and procedural documentation.
Ability to develop and maintain comprehensive user manuals and support documentation for complex software and hardware products including instructional videos.
Proven proficiency in the technical configuration, support, and troubleshooting of myEvolv systems.
Must be able to travel between numerous sites within the five boroughs.
Must be able to travel to multiple program sites and vendor locations as needed.
On-call availability when necessary including the ability to work evenings and weekends as needed

Responsibilities

Utilize, support and assist in developing business analytics solutions, including Power BI dashboards and reports, to support agency goals, operational decision-making, and performance monitoring.
Create and modify custom reports in Netsmart myEvolv to meet evolving clinical, operational, and compliance needs, ensuring accuracy and usability.
Provide intermediate-level application development support, including requirements analysis, design input, testing, and validation of application enhancements.
Serve as a key technical resource supporting Electronic Health Record (EHR) applications, assisting with configuration, upgrades, and optimization efforts.
Contribute to the development and refinement of procedures, standards, and best practices for effective and consistent use of EHR applications.
Provide training to new and existing staff on system applications, system updates and process changes, including preparing training materials.
Update and maintain application documentation, user guides, and workflow references as system functionality and processes evolve.
Support the lead developer in the development, configuration, and testing of myEvolv forms and workflows.
Assist with diagnosing and resolving application and cross-system issues, performing initial root cause analysis and escalating complex issues as appropriate.
Act as a secondary escalation point for end-user issues referred by the EHR Support Team, including coordination with vendor technical support.
Participate in internal and external meetings to provide technical input and status updates as requested.
Deliver on-site or remote application training and support to agency locations on an as-needed basis.
Coordinate with third-party vendors and support partners under guidance to support issue resolution, upgrades, and enhancements
Other tasks as needed