The Senior Analyst’s primary responsibility is to monitor, analyze, or diagnose applications in support of business objectives and ongoing operations. This role will effectively partner with the Operations team to achieve results with the support from our DevOps and Product management groups. These individuals will be trained across all IT disciplines to analyze and effectively triage reported incidents from the field offices.

Essential Responsibilities:

• Provide technical assistance or analytical support related to computer systems, software, and hardware.
• Serve as a domain subject matter expert and continually develop required technical skills
• Contact an end-user via phone/email/remote connection when additional troubleshooting is required
• Analyzes and reports common patterns with end user constraints
• Assist our practice support centers and the clinical team members with reported software problems
• Create, execute, and maintain well-defined support documents
• Communicate issues to the appropriate development staff and assist in their resolution

• Work with support and Software Development for the timely resolution of system issues

Core Values:

• Strong interpersonal and communication skills
• Honest and transparent communication internally and externally
• Capable of defining problems, collecting data, establishing facts, and drawing valid conclusions
• The ability to share ideas with a team to support innovative technology
• Performs well in a fast-paced, dynamic environment while remaining positive and agile when plans evolve

Preferred Qualifications

• 5 + years in Computer Science, IT, or related field

• Working knowledge of SQL, cloud services such as AWS / GCP
• RESTful API Interaction and ability to understand API documentation, stack tracing and exception handling
• Must apply analysis found from monitoring and debugging tools similar to Splunk, CloudGenix, Meraki and GCP
• Solid understanding of computer hardware, mobile device management (MDM) and Local Area Networks (LAN).
• Involvement in Structured IT framework along with a background in utilizing collaboration tools such as Confluence, JIRA, ServiceNow