Application Support Analyst (Finance)
OVERVIEW:
The Application Support Analyst supports users of the MarketProminence™ application by providing solutions to client enhancement requests or application issues. The Application Analyst will be required to demonstrate the aptitude to become an expert user in the modules of MarketProminence. The Application Analyst will also be testing and document new versions of software releases. The Application Analyst is responsible for ensuring customer satisfaction in every step of the client enhancement and unexpected behavior analysis. You will be required to track detailed information about each customer's service or support request and document the diagnostic steps as they troubleshoot the reported problem. Research is often required to find the correct solution. Constant communication with customers and other team members is essential to be successful.
Position Duties:
- Triages software issues and resolve or escalate to other teams as required.
- Track, triage and resolve reported software application defects and support client configuration questions
- 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
- Take a role as the subject matter expert to review operational workflows of high degree of complexity and/or for multiple departments, identifying problems and developing improvements, modifications and enhancements.
- 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 fast-paced Business-to-Business 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
- Ability to write and communicate application problems with software developers and internal personnel as needed
- Strong attention to detail
- Strong customer service-oriented phone skills.
Technical Requirements:
- Specialized experience working with database driven applications and business driven customization in a Software application environment.
- 1-2 years professional 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.
At MHK we help health plans and pharmacy benefit managers deliver optimal care management across every member's health journey. We do this through state-of-the-art technology that provides critical insights from member enrollment and maintenance through every stage of care and compliance.
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
- 18 days Paid Time Off
- 15 Company Paid Holidays for 2025
EQUAL OPPORTUNITY EMPLOYER - VETERANS/DISABLED. Always Be Aware of Recruitment Fraud
In accordance with applicable Pay Transparency laws, MHK is required to include a reasonable estimate of compensation for this role if hired in Connecticut, New Jersey, New York, Illinois, Colorado, Maryland, Washington, or California. The reasonable estimate for base salary will range between $60,000-65,000 annually. Please note this information is only an estimate and specific to those hired in the aforementioned States. Outside of these locations, salary range would be aligned to the candidate's specific location. A final decision on the successful candidate's starting salary will be based on a number of permissible, non-discriminatory factors, including but not limited to skills and experience, training, certifications, and education.
