Application Support Analyst

Inovalon

  • Canonsburg, PA
  • Permanent
  • Full-time
  • 1 month ago
Overview: The Application Support Analyst (Pharmacy BU) will be responsible for providing in-depth analysis and working closely with many other departments to research and resolve issues related to the ScriptMed Product line. This research is a result of direct contact with the customer liaisons and results in ServiceNow cases, where this role is expected to manage progress through resolution and document customer communication throughout the life cycle of a reported issue.
The Application Support Team (Pharmacy BU) works with Specialty Pharmacies to ensure their everyday business needs are being met by the ScriptMed Product line. This team is a small, motivated team who excels at problem solving, trouble shooting and customer engagement.Duties and Responsibilities:
  • Work directly with customers to understand business need
  • Work with Technical Services and Engineering to research and implement software updates
  • Troubleshoot and coordinate with Engineering on code changes required due to defects or regulatory changes
  • Supporting customers as they work 'real time' in the system
  • Perform all research needed to resolve issues reported by the customer
  • Review logs in the application to determine root case of an issue
  • Maintain active communication with a customer via ServiceNow, email or while on customer calls
  • Other duties/projects as assigned
  • Provide after hours on-call Support - Part of rotation that supports customers during non-business hours
  • Maintain compliance with Inovalon's policies, procedures, and mission statement
  • Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position
  • Fulfill those responsibilities and/or duties that may be provided by Inovalon for the purpose of achieving operational and financial success of the Employer
Job Requirements:
  • Experience in a customer service-related role with high volume of transactions
  • Critical thinking skills
  • Communication skills are essential. Must be able to give and receive correct information, explain difficult information, and maintain a customer service attitude to all levels of users
  • The ability to work efficiently in a fast-paced, high-volume environment
  • Customer service skills such as phone skills, customer relationship management, multi-tasking etc.
  • Strong problem solving/analytical skills, detail oriented
  • Self-motivated with strong organizational/prioritization skills and ability to multi-task with close attention to detail
  • Must be able to organize and manage workload efficiently and prioritize projects with minimal supervision
  • Strong interpersonal skills, including customer relationship skills in conjunction with the ability to work well in a team environment as well as to work independently and assume responsibility
  • Strong organization skills and an ability to multitask to meet multiple deadlines in brief time frames
Education:
  • Bachelor's degree or equivalent work experience required.
Physical Demands and Work Environment:
  • Sedentary work (i.e., sitting for extended periods of time)
  • Exerting up to 10 pounds of force occasionally and/or negligible amount of force
  • Frequently or constantly to lift, carry push, pull, or otherwise move objects and repetitive motions
  • Subject to inside environmental conditions
  • Travel for this position will include less than 5% locally, usually for training purposes

Inovalon