Application Support Analyst

We are seeking an Application Support Analyst to deliver Tier 1, first-call-resolution functional and technical support to end users of an enterprise electronic health record (EHR) and patient accounting platform. This position provides critical support during system implementation and sustainment phases, assisting end users, monitoring routine workflows, troubleshooting application incidents, and escalating complex issues to higher tiers or vendor partners., * Provide Tier 1 technical and functional support to end users, meeting established Service Level Agreements (SLAs) and adhering to standard ITIL processes.

• Triage, diagnose, and resolve incoming incidents; perform common First Call Resolution (FCR) tasks including password resets, Citrix troubleshooting, access issues, and general desktop/application troubleshooting.
• Accurately document support activities, troubleshooting steps, and incident resolutions; escalate advanced technical or workflow issues to Tier 2, implementation, or external vendor teams.
• Support pre- and post-go-live operational health checks across deployment sites to ensure platform readiness, adoption, and stability.
• Monitor operational indicators, work queues, interface status, user access setups, and printing/document management functions to identify potential system degradations.
• Assist in maintaining sustainment readiness checklists, site health dashboards, and issue resolution logs for command center operations.
• Contribute to trend analysis, knowledge base transfer documentation, and continuous process improvements.

• Practical experience providing Tier 1 application or technical support in an enterprise environment.
• Foundational knowledge of enterprise healthcare software, revenue-cycle operations, or patient accounting systems (experience with Oracle Health / Cerner Patient Accounting is highly preferred).
• Familiarity with common end-user technologies, including Windows desktop environments, Citrix, network printing, and account access management.
• Working knowledge of healthcare regulatory and privacy compliance standards, including HIPAA.
• Strong customer service, analytical problem-solving, and communication skills across telephone, ticketing platforms, and direct messaging.
• Ability to handle multiple support requests efficiently within a fast-paced, time-sensitive environment., * Foundational knowledge of Oracle Health Patient Accounting (OHPAC) and patient accounting/revenue-cycle workflows. (Required 3 Years)
• Ability to troubleshoot and resolve routine OHPAC application issues and accurately escalate issues outside the scope of Tier 1 support. (Required 3 Years)
• Ability to understand and follow established application support procedures, organizational policies, and standard operating procedures (Required 3 Years)
• Ability to communicate clearly and professionally with end users, application teams, technical teams, leadership, and vendors. (Required 3 Years)
• Ability to document incidents, troubleshooting activities, resolutions, and escalations accurately and consistently. (Required 3 Years)
• Ability to recognize patterns in incidents and identify recurring application or workflow issues. (Required 3 Years)
• Working knowledge of common end-user technologies, including desktop applications, Citrix environments, printing, user access, and related support (Required 3 Years)
• Understanding of healthcare privacy, security, and compliance requirements, including HIPAA (Required 3 Years)
• Demonstrates strong customer service skills and the ability to provide clear guidance to users with varying levels of technical expertise (Required 3 Years)
• Strong analytical, problem-solving, and troubleshooting skills related to Cerner/OHPAC (Required 1 Years)