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Application Support Analyst

1 month ago

Belfast, United Kingdom Orion Health Full time

Purpose

The Application Support Analyst will troubleshoot and develop technical solutions related to Orion Health software products and configuration errors for projects and customers. They create workaround procedures when standard functionality has failed and ensure issues are resolved in a timely manner as well as escalate urgent problems requiring more in-depth knowledge to appropriate internal resources. The Application Support Analyst will provide world-class customer focused support to external and internal clients and serve as a primary contact for clients who experience service interruptions or seek technical advice on Orion Products.

Success looks like…

You will be successful in this role when internal and external customers provide positive feedback on their experiences dealing with you and the wider managed services team, when calls are responded to appropriately, within the agreed timeframe, and releases occur on time with minimal errors or issues. Success is also working well, efficiently and autonomously within the team, fostering a positive team culture and enabling the success of the team through your individual contribution. Finally, your Success is reliant on living Orion Health values.

Business Unit

The Orion Health Managed Services group exists to provide professional enhancement and support services to customers to meet customer expectations and service levels.

Key Relationships

Internal key relationships will be developed with project, testing, development, sales and global service delivery teams. External key relationships will be developed with customers

Key Responsibilities

Issue Management / Problem Analysis and Resolution : Serves as the primary contact to service interruptions and technical questions. Willingness to learn the Orion Health product suite and solution implementations to analyses and resolve issues in line with contracted SLAs.

Release Management : Identify, initiate and scope service releases according to priorities and time frames laid out in the service level agreements and enhance client satisfaction. Ensuring all release documentation is easy to read, formatted and contains all necessary information.

Problem Prevention : Proactive engagement with the clients to resolve issues before they occur. Fix the cause and not just the symptom of an issue.

Customer Relationships : Act as the primary contact for customers engaging in regular review sessions of outstanding issues. Schedule delivery of product releases as appropriate.

Documentation: Maintain support collateral to ensure that other members of the support team can adequately provide support to the Orion Health clients, and that other business units with Orion Health have a clear understanding of the implementation.

Team Enablement : Although confident to work independently, develops a collaborative attitude towards the team's common goals, influences team culture and contributes to the success of a high performing team. Fosters healthy relationships in the team and provides mentorship based on past experiences.

Rostered After Hours Support : Participant in the after hours support roster to ensure that Orion Health can provide a 24/7 support service. This requires the support analyst to be able to connect to the appropriate environment within 20 minutes of receiving a call.

Behavioural and Technical Capabilities

Customer Focused: Investigates and takes action to meet customers’ current and future needs in a timely and efficient manner.

Communicator: Establishes and maintains positive and professional relationships through accurate, timely and clear communication to leaders, colleagues, teams and customers. Adapts communication style and content to the audience and can transfer information to both technical and non-technical audiences.

Achiever: Focuses on priorities and delivery, makes high quality decisions, acts with pace and persistence and takes accountability to find solutions and deliver results.

Team Player: Demonstrates reliability, communicates constructively and listens actively. Functions as an active participant and shows commitment to the team, shares openly and willingly, cooperates and pitches in to help and treats others in a respectful and supportive manner.

Influencer: Connect, build and leverage the strength of internal and external networks. Asks great questions and makes a connection, negotiates conflict with courage and poise. Builds confidence and trust in the Orion Health brand.

Experience

Minimum of 1-2 years proven experience in an on-site and remote first/second level Application Support role Working with database technologies (e.g. Oracle, SQL Server) Java, JavaScript, or .NET programming languages is an advantage Knowledge of Internet Protocols, LINUX, Windows, XML and XSLT Bachelor's Degree in Information Technology, Computer Science, Software Engineering or equivalent degree is essential Excellent English verbal and written communication skills Ability to think logically and analytically in a problem solving environment

#LI-hybrid 

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