MHS Genesis Tier 2 Analyst (SCA)

Peraton•San Antonio, TX

64d•$66,000 - $106,000

About The Position

The Application Support Tier 2 Analyst is responsible for providing second level service and support on supportedMHS Applications to meet or exceed contract service objectives. The primary responsibility is to provide advancedsoftware/systems support and to assist Application Support Tier 1 Analysts as necessary on supported MHSApplications. Tier 2 staff works closely with Application Support Supervisors to ensure all contract service objectivesare met or exceeded. This Tier 2 position is primarily focused on providing MHS Genesis Support with a secondaryfocus on other clinical applications.

Requirements

5 years with BS/BA; 3 years with MS/MA; 0 years with PhD, 9 years of experience in lieu of degree.
US Citizenship is required for this position.
Ability to obtainDepartment of Defense security clearance (ADP II Public Trust)
Must have experience using with Cerner Millenium/MHS Genesis
Demonstrated knowledge of Service Desk support methodology
Relevant technical certifications or relevant MHS Application experience
Technically advanced support knowledge in specific MHS applications
Ability to effectively communicate technical matters to a non-technical audience
Strong customer service and communications skills
Strong critical thinking skills that facilitate expedient problem solving
Demonstrated teamwork skills
Must be able to work in a stressful environment

Nice To Haves

Familiar with ITIL (certification preferred)
HDI or similar certification preferred

Responsibilities

Primary second level support of all inbound incidents. Backup first level support as needed.
Efficiently and accurately resolve or escalate all assigned incidents.
Provide accurate, timely, and professional follow up and resolution on all supported issues.
Accurately triage/assign/escalate incidents per established procedures.
Raise awareness of Priority issues as they occur; ensure that process is followed exactly
Perform regular checks of assigned ticket queues, triage or assign per process standard..
Serve as a Subject Matter Expert for MHS Genesis procedure and support knowledge.
Assist Tier I with long or difficult calls/assume calls that are too difficult for Tier I.
Perform side-by-side coaching with agents on difficult calls as necessary.
Conduct training sessions as necessary under direction of management.
Research difficult issues, identify and document resolutions as necessary.
Identify and prepare procedures for knowledge base.
Identify trends in training, performance and knowledge deficiencies and raise to management.
Ensure that agent calls are correctly logged per established procedure.
Work special projects as required.
Identify and prepare procedures/articles for knowledge base.
Assist Application Support Supervisors as needed.
Foster team spirit and a team oriented attitude.
Maintain dependable attendance and schedule adherence.