Senior Analyst - NE

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  Accepts requests and questions from customers and other support staff through various preferred media. Follows up to ensure accurate and timely resolutions are provided.


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  Monitors the group queue to ensure work requests are handled in a timely manner. Independently resolves most problems/questions that arise and consults with senior team members, development or technical staff on difficult issues.


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  Listens to issues and questions as reported by customers on assigned hardware, software and uses troubleshooting skills to provide answers or resolutions.


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  Assists senior department team members in identifying frequently encountered issues and developing resolutions.


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  Monitors individual performance objectives, meets standards, and assures customer satisfaction goals are met.


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  Provides after-hours on-call support as scheduled or needed.


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  Continuously monitors department processes and recommends to management new and innovative ideas for improvement.


• Solicits feedback and guidance of best practices from senior department team members.

Knowledge/Skills/Abilities\:

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  Working knowledge of major software packages used by company, setup/configuration, and missions of each.


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  Good analytical and problem-solving skills.


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  High level of patience, empathy, and courtesy.


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  Able to resolve mechanical/technical problems over the phone with emphasis on troubleshooting ability.


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  Able to identify and communicate trends and work with Senior department team members to define corrective action.


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  Approximate percent of time required to travel\: 10%

Education\:

• Associate's degree or equivalent work experience in related field preferred.  

Licenses/Certification\:

• Professional certifications related to Essential Functions preferred.

Experience\:

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  1 year computer systems support experience or other experience resulting in same knowledge level.


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  Experience preferred in a clinical or financial setting, preferably in the Health Care industry.