Analyst, Technical Support

Evolent Health, Inc. Chicago , IL 60602

Posted 4 weeks ago

It's Time For A Change

Your Future Evolves Here

Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a difference in everything from scrubs to jeans.

Are we growing? Absolutely about 40% in year-over-year revenue growth in 2018. Are we recognized? Definitely. We have been named one of "Becker's 150 Great Places to Work in Healthcare" in 2016, 2017, 2018 and 2019, and One of the "50 Great Places to Work" in 2017 by Washingtonian. We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day. If you're looking for a place where your work can be personally and professionally rewarding, don't just join a company with a mission. Join a mission with a company behind it.

The Application Support Analyst is a highly motivated individual with excellent communication and interpersonal skills to interact with internal/external teams and application users and help trouble shoot/resolve issues reported by various departments within Evolent Health. The individual will provide high quality operational/technical and systems support to preserve customers and internal business functions to aid in minimizing reoccurrence of incidents.

Responsibilities

  • Provide Level 1 assistance, including problem replication, triage, and resolution of issues, the majority of which are associated with Standard Operating Procedures (SOPs)

  • Escalation of issues to the correct team where necessary

  • Adherence to SLAs

  • Documentation of processes

  • Communication to leadership as needed

  • Collaborate with team members and business functions to troubleshoot and resolve support tickets

  • For critical issues that occur outside of normal business hours, you may be asked to participate in the resolution of issues outside of normal business hours (on-call support)

  • Escalate, communicate outage notification including during off hours in a timely manner to internal and external customers and drive service restoration

  • Contribute in writing T-SQL code and tools to assist Level 1 support to diagnose and resolve incidents

  • Perform ad-hoc task and analysis for the support team as needed

Qualifications

  • 1 + years experience with T-SQL, ability to view and write T-SQL code for triage and investigation

  • Bachelor's degree in Computer Science, IT- related degree or comparable experience

  • 1+ years of progressive experience within application support/IT operations organizations

  • Ability to communicate and work with technical and non-technical audience

  • Sound analytical skills with the ability to successfully troubleshoot and problem solve

  • Ability to work unsupervised and a self-starter who seeks improvements without direction

Preferred

  • Experience in healthcare as a support analyst

  • JIRA Service Desk ticketing system/Confluence experience

Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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Analyst, Technical Support

Evolent Health, Inc.