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Analyst, Application Support

Dallas, TX

How will this role have an impact?

This position is responsible for providing application and white glove support deskside and remote to Signify Health’s external and internal users.

This role’s primary responsibilities are providing tier 3 application support for our external clinicians on a number of applications.  You will take direct escalations from Service Desk which may on occasion require you to take over a call/ticket.  It will include liaising with both product and engineering teams.

Additional responsibilities involve providing white glove Executive Support, acting as a SME in the areas of Provisioning, Networks, account management, and being an Escalation Point for both IT ServiceDesk Team and Desktop Technician I roles. Within End User Services, Service Desk and Desktop Specialist’s rely on you as an escalation point to help remediate ongoing technical issues. This involves knowledge sharing through training sessions, knowledge base article creation and assisting with inbound issues.

This role requires a customer first mindset when interacting with all customers, and a collaborative attitude when addressing escalations from the Desktop and IT Service Desk Teams.

This role will report to Supervisor of Desktop Support

What will you do?

  • Work with Product and Engineering to ensure Service Desk and Desktop teams have proper tools for supporting the customer base.
  • Act as primary escalation point for application issues and partner with engineering and/or product as needed.
  • Identifies and participates in critical issue escalations partnering with Critical Incident and Problem Manager roles.
  • Provides Executive Support for leadership that is on-site or remote as needed.
  • Train others and take ownership of tickets when required.
  • Assist Supervisor with creation of both intra and inter team documentation and work processes that will boost the level of productivity.
  • Assists in the development of appropriate technical documentation, policies, procedures.
  • Partners with product, engineering, infrastructure and tools teams on projects as a subject matter expert representing IT Service Operations.
  • May provide overflow services to infrastructure or tools teams as needed.

We are looking for someone with:

  • Bachelor’s degree in computer related field or equivalent experience
  • 5+ years successful work in IT Support (Application Support Required)
  • Experience writing basic SQL queries PowerShell Scripts and executing (Required)
  • SME in Windows 10/11, MacOS, OKTA and Active Directory account management, WiFi Networking (required)
  • Ability to partner with engineering and product to define and implement good tools for monitoring, troubleshooting and repairs
  • Ability to understand release notes and train others.
  • Excellent analytical, conceptual, and problem-solving abilities. Excellent process flow and technical support documentation skills.
  • Excellent communication and interpersonal skills; Able to communicate at all levels in the entire organization.
  • Strong understanding of ITSM and ITIL frameworks.
  • High level of initiative and work ethic, self-motivation and a self-starting mindset.
  • Moderate to advanced Microsoft Excel skills a plus
  • Two years of support in a healthcare setting preferred

As Signifiers, we are the heart of our culture. We define and build it -- from how we treat each other, to responding to our members’ needs and serving our communities. Living our Heart At Work Behaviors™ in every interaction every day helps us to put our purpose into action for our customers and members and create a workplace where we can all thrive. Every Signifier plays an important role in creating the culture we need, want, and deserve. We do this by putting people first, joining forces, creating simplicity, championing safety and quality, rising to the challenge, and inspiring trust. Join our team and bring your heart to work as we innovate and deliver solutions to make health care more personal, convenient and affordable.

The base salary hiring range for this position is $22.31 to $38.13. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan.  We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners.  

About Us:

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.

To learn more about how we’re driving outcomes and making healthcare work better, please visit us at www.signifyhealth.com

Diversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.

We are committed to equal employment opportunities for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

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