Analyst, Application Support

Your Future Evolves Here

Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.

Evolent employees enjoy work / life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That\'s one reason why diversity and inclusion are core to our business.

Join Evolent for the mission. Stay for the culture.

What You'll Be Doing :

Evolent is seeking a dedicated Application Support Analyst to join our team. In this role, you will be responsible for troubleshooting production support issues reported by our clients. You will collaborate closely with other Application Analysts, Technical Analysts, Development teams, and the Account Management team to ensure our clients have everything they need to succeed. You will also work cross-functionally with application users to support their day-to-day needs.

What You'll Be Doing :

Validate client application and system issues, reproduce steps, identify the source of issues (configuration, data, application), document findings, and triage issues to the appropriate technical team for resolution

Partner with new clients to implement the Portal platform according to their specifications within the application\'s limits

Define scope, milestones, deliverables, and success criteria for assigned special projects

Participate in software and process design reviews, providing subject matter expertise

Organize and coordinate resources to ensure successful delivery of client commitments

Lead or participate in regular weekly or monthly status meetings to review and provide updates on known production support issues and initiatives

Provide first-level support, including problem replication, triage, and resolution of issues, the majority of which are associated with Standard Operating Procedures (SOPs)

Provide accurate and timely resolution of issues, and escalation when necessary

Respond to escalations and incidents, providing support toward resolution, and notifying stakeholders of progress during business hours and outside of normal business hours (on-call support)

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

Perform other duties and responsibilities as requested based on business needs

Required Experience :

College degree preferred or equivalent experience

3+ years of experience in Healthcare and / or Health Insurance

SaaS or web application experience

Basic understanding of SDLC (Software Development Lifecycle)

Effective communication and negotiation skills

Strategic thinker and problem solver

Basic knowledge of web development

Familiarity with JIRA Service Desk ticketing system / Confluence experience, Microsoft Azure – Application Insights is preferred

Experience with Salesforce is preferred

Project Management experience is preferred

Knowledge of databases, SQL, XML, EDI / x12 transactions is preferred

Customer service experience is preferred

To comply with HIPAA security standards (45 C.F.R. sec. 164.308 (a) (3)), identity verification may be required as part of the application process. This is collected for compliance and security purposes and only reviewed if an applicant advances to the final interview state. Reasonable accommodations are available upon request.

Technical Requirements :

We require that all employees have the following technical capability at their home : High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.

Evolent is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. If you need reasonable accommodation to access the information provided on this website, please contact recruiting@evolent.com for further assistance.

The expected base salary / wage range for this position is $28.17 - 30.00. This position is also eligible for a bonus component that would be dependent on pre-defined performance factors. As part of our total compensation package, Evolent is proud to offer comprehensive benefits (including health insurance benefits) to qualifying employees. All compensation determinations are based on the skills and experience required for the position and commensurate with experience of selected individuals, which may vary above and below the stated amounts.

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