Senior User Support Specialist

JYG Innovations•Montgomery, AL

3d•Hybrid

About The Position

The Senior User Support Specialist will serve as the primary support resource for end-users of the Medical Readiness Decision Support System (MRDSS), helping ensure continued access to the application and operational usability. The Senior User Support Specialist will work within an Agile development environment alongside software developers, system administrators, and database engineers to support system usability, issue resolution, and continuous improvement of these web-based tools.

Requirements

Associate or bachelor's degree in a field complimentary to the duties to be performed
3-5 years of experience providing MRDSS user or technical support in a healthcare, DoD, or enterprise environment.
3-5 years of experience in force readiness reporting (DRRS, DCAPES) and familiarity with the Tableau dashboards generated by AFMED/A9.
In-depth knowledge of AF Medical Readiness policies (e.g. DAFI 41-106 and other relevant publications).
Strong familiarity with Windows-based operating environments.
Proven ability to provide clear, empathetic, and technically sound support to both technical and non-technical users.
Ability to obtain and maintain a DoD security clearance.
3-5 years of experience as an MTF-level Medical Readiness officer/NCO/manager (MRM).

Nice To Haves

MTF level medical logistics experience and/or 2-3 years air staff, MAJCOM or air component command experience in readiness, plans, logistics. or ops at a minimum.
Experience supporting Health IT applications within the military or federal healthcare space.
Understanding of Agile development methodologies and collaborative support practices.
Familiarity with web-based ticketing tools, such as JIRA, Remedy, ServiceNow.
Certifications such as CompTIA Security+, ITIL, or HDI Support Center Analyst.

Responsibilities

Act as a senior-level point of contact for user support requests and technical issues related to MRDSS and related applications.
Provide Tier I-III user support, including troubleshooting system access issues, guiding users through application functions, and escalating unresolved problems to technical teams.
Assist in the documentation, tracking, and resolving incidents through established ticketing systems in alignment with Service Level Agreements (SLAs).
Collaborate with cross-functional teams during the Agile software development cycle to support system enhancements, user acceptance testing (UAT), and deployments.
Monitor user trends, identify recurring issues, and recommend solutions to improve system performance and user satisfaction.
Maintain comprehensive support documentation, including user guides, FAQs, knowledge base articles, and training materials.
Deliver end-user training and onboarding sessions as needed to enhance proficiency, facilitate processes and procedures, ensure data accuracy and policy compliance.
Ensure all support activities adhere to Air Force cybersecurity policies, privacy regulations, and information assurance requirements.