Application Support Analyst - Guilford, United States - Hearst Media Services

Hearst Media Services

Verified Company

Guilford, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

OVERVIEW:

Position Duties:

Triages software issues and resolve or escalate to other teams as required.
Prepares and helps resolve escalated JIRA ticket events.
Monitor and log Tickets and Client Accounts and product specific knowledge repository
Defined response to SLA's (Service Level Agreement)
Complete ticket management with escalation and service level reporting
Root Cause Analysis and Incident Analysis/Trending
Coordinate configuration and/or code deployments as necessary
Assist with the prioritization of initiatives by providing recommendations, documenting risks, and outlining mitigation strategies
Other duties as required by manager

Requirements:

Technical experience or training in information technology or information systems
Previous work experience in a fastpaced customer centric service setting
Healthcare SaaS or health insurance industry experience a plus
Excellent verbal and written communication skills
Strong problem solving and research skills with the ability to take responsibility and ownership for the problem and resolution
Strong attention to detail
Strong customer serviceoriented phone skills

Technical Requirements:

Some basic experience with relational databases, Oracle Database, SQL or Crystal Reports is required

Education Requirements:

Bachelor's Degree in Computer Science preferred but will consider combination of experience and education

COMMITMENT TO DIVERSITY & INCLUSION:

We are committed to cultivating and preserving a culture of inclusion and connectedness through collaboration. We grow and learn better together with a diverse team of employees. We welcome the unique contributions and the different perspectives of a diverse team.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

For more information, please visit Know Your Rights
, Pay Transparency
, and MHK EEO/AA Statement

Benefits Snapshot:

- _Medical, vision, and dental plans for full time employees _
- _401(k) offered with a generous match _
- _Benefits begin on first day of the month following employment _
- _Exercise/Health Club reimbursement opportunity _
- _Monthly dependent care reimbursement opportunity _
- _Short Term and Long Term disability _
- _Basic Term Life and AD&D Insurance _

Paid Time Off
- _15 days Paid Time Off _
- _13 Company Paid Holidays _
- _3 Personal Days _
- _2 Community Service days_

Degree Level :
Bachelor's Degree