Sr Application Support Analyst

Somatus, Inc.•McLean, VA

About The Position

As the largest and leading value-based kidney care company, Somatus is empowering patients across the country living with chronic kidney disease to experience more days out of the hospital and healthier at home. It takes a village of passionate and tenacious innovators to revolutionize an industry and support individuals living with a chronic disease to fulfill our purpose of creating More Lives, Better Lived. Does this sound like you? Showing Up Somatus Strong We foster an inclusive work environment that promotes collaboration and innovation at every level. Our values bring our mission to life and serve as the DNA for every decision we make: Authenticity: We believe in real dialogue. In any interaction, with patients, partners, vendors, or our teammates, we are true to who we are, say what we mean, and mean what we say. Collaboration: We appreciate what every person at Somatus brings to the table and believe that together we can do and achieve more. Empowerment: We make sure every voice gets heard and all ideas are considered, especially when it comes to our patients’ lives or our partners’ best interests. Innovation: We relentlessly look for ways to improve upon the status quo to continuously deliver new solutions. Tenacity: We see challenges as opportunities for growth and improvement — especially when new solutions will make a difference for our patients and partners. Showing Up for You We offer more than 25 Health, Growth, and Wealth Work Perks to help teammates learn, grow, and be the best version of themselves, including: Subsidized, personal healthcare coverage (medical, dental vision) Flexible Paid Time Off (PTO) 401(k) Match Professional Development, CEU, and Tuition Reimbursement Curated Wellness Benefits supporting teammates physical and mental well-being Community engagement opportunities And more! The Senior Application Support Analyst plays a key role in ensuring the stability, reliability, and performance of Somatus software applications. Mentor and help team members with complex issues. This role focuses on resolving technical issues with software applications and serves as a liaison between users and software engineering teams. Their duties include troubleshooting, providing user support, performing system maintenance, and documenting processes.

Requirements

Bachelor’s degree in information technology, Computer Science, or a related field
5+ years of experience in software support, troubleshooting, and database management (like SQL).
Troubleshoot and resolve level 2 issues, monitor data feeds, data import, and report status.
Strong understanding of system fundamentals, integrations, and standard ticketing tools such as Atlassian or JIRA.
Excellent analytical and problem-solving skills, with a proactive and customer-focused approach.
Exceptional written and verbal communication skills, with the ability to explain complex technical concepts in simple terms.
Ability to learn new systems and become an expert user.

Nice To Haves

3 years of experience in the healthcare industry will be added as a plus.

Responsibilities

Serve as the primary point of contact for technical support, diagnosing and resolving application-related issues in a timely manner.
Escalate complex (Level 3) issues to the engineering team and follow through to resolution.
Coordinate with the team for ticket triage and priority, and ensure high-priority incidents are resolved promptly.
Weekly reporting on incident status, trends.
Take ownership of complex and critical issues and guide team where’re required.
Assist with systems integrations, data validation, and user acceptance testing.
Manage the ticketing system (e.g., Atlassian/JIRA), ensuring accurate tracking and documentation of incidents, resolutions, and process updates.
Maintain comprehensive technical documentation, including system configurations, maintenance procedures, and troubleshooting guides.
Coordinate with onshore and offshore teams where required.
Preparing maintenance plans and upgrading schedules for the Somatus applications.