Application Support Analyst - remote

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Welcome to Ovation Healthcare!

At Ovation Healthcare (formerly QHR Health), we've been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance, and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare's vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer-focused behavior.

We're looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.

Ovation Healthcare's corporate headquarters is located in Brentwood, TN. For more information, visit www.ovationhc.com.

Summary

The L2 Help Desk Application Analyst provides support for clinical and business applications to enhance their performance and ensure alignment with organizational needs. This role involves analyzing and evaluating user requirements, understanding and accurately relaying system functionality, and resolving technical issues. The Application Analyst collaborates with internal teams and external partners to ensure applications support clinical and business workflows effectively.

Working under close supervision, this role includes analyzing user and department workflows, collecting and interpreting data, validating system configurations, and assisting customers in issue resolution. The analyst acquires and applies knowledge of evolving technical solutions in healthcare and supports integration with cross-functional applications. Additional skills include :

• Serving as the contact for customers seeking assistance with application issues via phone or email.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Determining the best solution based on the issue and details provided by customers.
• Walking the customer through the problem-solving process.
• Directing unresolved issues to the appropriate L3 team.
• Providing accurate information on IT products or services.
• Recording events and problems and their resolution in ServiceNow.
• Following up and updating customer status and information.
• Passing on customer feedback or suggestions to the internal team.
• Other IT support or administrative tasks as needed.
• Creating Knowledge Articles and maintaining the Troubleshooting Guide.
• Additional responsibilities may be assigned as required to support organizational goals.

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