Junior Applications Support Analyst

SUN BEHAVIORAL HEALTH GROUP•Houston, TX

22h•Remote

About The Position

The Junior Applications Support Analyst is a member of the Corporate Information Systems team and provides functional and technical support for enterprise applications used across hospital clinical, operational, and administrative departments. This role focuses on troubleshooting, maintaining, and supporting business and clinical applications that interface with the organization’s EHR system (WellSky Specialty Care for Behavioral Health) and other related platforms. These include Referral Management, Scheduling, Billing, AR, HIM, UM, AP, GL, as well as other relevant software. The analyst serves as a key point of contact for end users, resolving application issues, assisting with system access and configuration, supporting basic enhancements, and providing user education and training. The role emphasizes customer service, problem resolution, documentation, and coordination with internal IT teams and third-party vendors to ensure reliable system performance and a positive end-user experience. The role requires strong analytical skills, the ability to evaluate system and process impacts, and the capacity to clearly communicate solutions and options to stakeholders and end users. This is a remote position, requiring the analyst to maintain a suitable home work environment during defined working hours.

Requirements

Bachelor’s Degree in Information Science, Computer Science, Business, Informatics or Clinical related field
Maintains education and development appropriate for position. May substitute experience for education
Minimum of three (3) years of experience in healthcare or enterprise application support, system configuration, helpdesk role or application administration, supporting clinical, operational, business & finance users and processes.
Demonstrated experience from implementation, troubleshooting and problem resolution, change management, system optimization, supporting end users, and working with vendors
Strong understanding of application support processes, customer service principles, and issue resolution workflows within a healthcare system, behavioral healthcare a plus.

Nice To Haves

Experience supporting EHR or integrated healthcare applications; prior experience in a behavioral health setting

Responsibilities

Provides day-to-day helpdesk and application support for enterprise clinical and administrative systems
Serves as a primary point of contact for end users, responding to incidents, service requests, and questions submitted through the ticketing system
Performs initial troubleshooting and analysis of application, access, and workflow issues; resolves issues when possible or escalates appropriately
Documents issues, troubleshooting steps, and resolutions clearly and accurately within the help desk or ticketing system
Coordinates with internal IT teams and external vendors to track and resolve escalated issues
Assists with system configuration, user access, security roles, and basic application setup as directed
Supports application updates, patches, and enhancements by assisting with testing, documentation, and end-user communication
Provides user training, guidance, and job aids to support effective use of applications
Identifies recurring issues and opportunities to improve processes, workflows, or user experience
Demonstrates strong organizational skills and the ability to manage multiple tickets and priorities
Takes ownership of assigned issues and follows through to resolution
Performs other duties as assigned
Maintains accurate and up-to-date documentation of issues, resolutions, configurations, and projects within the help desk or ticketing system
Takes ownership of assigned issues and projects, researching solutions and making informed recommendations
Demonstrates initiative and the ability to work independently while managing multiple priorities effectively
Strives to create and support a safe, healing environment for patients, families, and staff
Follows all safety rules and organizational policies while performing job duties
Reports near misses, errors, and accidents promptly
Identifies and corrects minor safety hazards when appropriate
Communicates safety concerns to peers and management
Attends all required safety training and understands job-specific safety responsibilities
Participates in quality and safety initiatives as assigned
Demonstrates strong analytical and problem-solving skills with the ability to identify trends and communicate potential risks
Supports and maintains a culture of safety and quality
Works collaboratively with others in a spirit of teamwork and cooperation
Responds willingly to colleagues and contributes positively to the hospital and corporate teams
Builds and maintains effective working relationships with patients, staff, physicians, and vendors
Effectively retrieves, analyzes, communicates, and presents data and information verbally and in writing
Demonstrates active listening skills and clear written and verbal communication
Adheres to organizational Standards of Behavior
Demonstrates ethical behavior and strives to do the right thing for patients, coworkers, and the organization
Adheres to established policies, procedures, standards, and applicable laws and regulations
Applies and supports the Mission and Values of SUN Behavioral Health and commits to service excellence
Demonstrates fiscal responsibility through appropriate use of resources
Completes required training within established timeframes
Exemplifies professionalism through reliable attendance and a positive attitude
Maintains confidentiality of patient and staff information in compliance with HIPAA and privacy regulations
Ensures accurate and compliant documentation of all work activities
Demonstrates accountability for ensuring the highest quality patient care for patients.
Willingness to be accepting of those in need, and to extend a helping hand
Desire to go above and beyond for others
Understanding and accepting cultural diversity and individual differences