Support Analyst Jobs

About The Position

Requirements

• Bachelor's degree in computer science, information technology, or related technical field or equivalent training, certification.
• 2-4 years of experience developing/supporting enterprise -level applications software in multi-node Windows or Linux Server environments.
• Deep knowledge of application architectures, workflows and monitoring tools.
• Strong experience working with SQL, Oracle, PL/SQL, MS Access and DB Management tools, proficiency with PowerShell, Bash or VB scripting, plus Java EE and/or.NET frameworks.
• Project management experience required.
• Ability to work in a cross-functional global team environment, utilizing on-line collaboration tools.
• Ability to troubleshoot application issues and escalate to supporting engineering teams.
• Knowledge of commonly used information technology concepts, practices and procedures.
• Solid written and verbal communication skills, previous Help Desk experience a plus.
• Ability to work independently and in a team environment.
• Ability to handle multiple tasks, prioritize and meet deadlines.
• Communicating with others to exchange information.
• Assessing the accuracy, neatness, and thoroughness of the work assigned.
• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands, and/or fingers.
• Must be able to provide a dedicated, secure work area.
• Must be able to provide high-speed internet access/connectivity and office setup and maintenance.
• No adverse environmental conditions expected.

Nice To Haves

• previous Help Desk experience a plus

Responsibilities

• Works and communicates directly with clients and management for any production events, escalating issues as needed while communicating status and risks and producing after outage documentation.
• Act as a liaison between data operations, development, infrastructure and management. Coordinate and trouble shoot to resolve applications or product related issues.
• Manage and coordinate meetings with required technical and data operations team members and prioritize and route the issues reported as per the impact on business.
• Document and improve Production Support processes and add to knowledge base of system problems and resolutions for future reference, including peer knowledge sharing and training.
• Help data operations team members to create incident and change request tickets.
• Interface with the engineering, infrastructure, database administrator, implementation, and configuration management teams to follow up on any outstanding tickets for resolving the issues.
• Follow up for root cause analysis and confirm on permanent resolution status for an issue.
• Generate and provide daily status updated report to required business stakeholders and leadership team.
• Completes all responsibilities as outlined on annual Performance Plan.
• Completes all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.

Benefits

• medical, dental, vision, disability, and life insurance coverage
• 401(k) savings plans
• paid family leave
• 9 paid holidays per year
• 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti