Want to make a difference in your career? Consider this opportunity.
The Analyst, Application Support is responsible for supporting customers using custom applications and often business critical systems operated by DxH. Customer support is provided through the resolution of inquiries, resolving tier 2 & 3 support requests, and managing complex production support incidents and service requests. When this role is unable to resolve the request, this role represents the voice of the customer when escalating issues and incidents to development and operations teams.
Here is what you will be doing:
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Takes ownership of tickets and continues to see them through until resolution.
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Investigates and makes recommendations to the manager on high priority issues having an impact on patient care.
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Works with Data and Software support to ensure customers tickets are resolved.
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Participates in User Preview; documents and prioritizes issues encountered by users.
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Collaborates closely with the Service Desk, Operations, DBAs and Developers on data issues and bug fixes.
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Understands and advocates for the customer on important application issues.
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Actively engages in Application Support discussions and recommends process efficiencies to improve the team knowledge. Suggests improvements to reduce support and overall customer satisfaction.
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Actively works with the team to ensure the customer’s issues are resolved.
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Assists with training new hires.
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Makes decisions that have limited/moderate impact.
Here is what you will need to be successful:
Education and Experience
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Bachelor’s degree or Diploma in Health-related fields, Computer Science, or related discipline, or equivalent experience.
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3 - 5 years of experience supporting within a Healthcare environment preferred; entry level candidates with no previous application support experience will be accepted.
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Previous Service Desk experience.
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Knowledge of CHRIS or other Healthcare related applications.
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Knowledge of Remedy or other ticketing software.
Knowledge and Skills
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Strong problem solving and analytical skills to investigate and research issues and clearly communicate and share solutions.
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Aptitude for learning, understanding, and applying new concepts.
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Strong interpersonal skills to elicit information that ensures customer issues are resolved.
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Organizational and multitasking skills.
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Customer services skills to focus on providing great customer service to internal and external clients and to build and maintain positive and effective working relationships.
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Ability to communicate effectively and concisely, both orally and in writing.
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Ability to become a subject matter expert on application functionality.
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Ability to gain an understanding of the product and business processes.
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Ability to communicate technical solutions to non-technical users.
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Ability to work in a team environment to share knowledge and resolve incidents.
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Ability to problem solve with the assistance of the Business team.
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Strong emotional intelligence when working amongst team and with customers.
Employment Type: Permanent Full Time
Salary Band: 4
Location: Ontario (currently hybrid; subject to change)
All applicants must be a resident of Ontario to be considered for roles at Ontario Health.
Internal Application Deadline Date: August 10, 2023
