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Associate Application Support Analyst (Clinical Software)

<p>The Associate Application Support Analyst provides technical support for application software, operating systems and integrated 3rd party products to external and internal customers. Manages progress toward resolution and documents customer communication throughout the “life-cycle” of a reported issue. Works closely with other members of the Application and Operations Support team on issues. This role will partner with other departments to ensure resolution of product issues as well as operational process improvements.</p> <p style="text-align: center;">Preferred Location is Minnesota MN or Tampa FL.</p> <p style="text-align: center;">Will consider remote options outside of office locations</p> <p><strong>Duties and Responsibilities:</strong></p> <ul> <li>Perform technical troubleshooting of complex issues to resolution documenting all solutions.</li> <li>Perform defect analysis and provide support to Technical Support, AOS and Engineering teams to assist in resolving issues impacting customers.</li> <li>Address requests in priority order and track through to resolution.</li> <li>Ensure a consistent response to problem resolution, customer requests and status reporting, and monitor all issues to ensure a timely resolution.</li> <li>Identify and suggest necessary solutions or process changes to improve efficiency.</li> <li>Contribute to product improvements by sharing ideas and feedback to product development.</li> <li>Proactively analyze, monitor, and search application data for application issues.</li> <li>Develop knowledge base articles for Engineering and Technical Support teams.</li> <li>Ability to work in a fast-paced environment.</li> <li>Self-motivated with strong organizational/prioritization skills and ability to multi-task with close attention to detail.</li> <li>Good communication skills are essential. Must be able to give and receive correct information explain difficult information and maintain a customer service attitude to all levels of users.</li> <li>Ability to work well in a team environment as well as to work independently and assume responsibility.</li> <li>A desire to continue learning and improving.</li> <li>After hours On-call Support – Part of rotation that supports products during non-business hours. (one week every 4-6 weeks).</li> <li>Maintain compliance with Inovalon’s policies, procedures and mission statement;</li> <li>Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position;</li> <li>Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer; and</li> <li>Other duties as requested and/or determined.</li> </ul> <p><strong>Job Requirements:</strong></p> <ul> <li>1-2 years of experience in customer support and healthcare or customer service-related role with high volume of transactions;</li> <li>Healthcare IT industry experience (medical billing, IT, MAC or other payer experience) preferred;</li> <li>Proficient in Microsoft Office suite including Word, Excel, Visio and PowerPoint;</li> <li>Demonstrate computer system proficiencies in a Microsoft, SaaS based environment;</li> <li>Experience with using and installing desktop application software;</li> <li>Excellent verbal/written communication skills and problem solving/analytical skills;</li> <li>Ability to work in a fast-paced environment;</li> <li>Self-motivated with strong organizational/prioritization skills and ability to multi-task with close attention to detail;</li> <li>Ability to demonstrate knowledge of specific product offerings, O/S skills or internal systems; and</li> <li>Working knowledge of Linux, Windows, and SQL</li> </ul> <p><strong>Education:</strong></p> <ul> <li>Bachelor’s Degree or equivalent work experience preferred.</li> </ul> <p><strong>Physical Demands and Work Environment:</strong></p> <ul> <li>Sedentary work (i.e. sitting for long periods of time);</li> <li>Exerting up to 10 pounds of force occasionally and/or negligible amount of force;</li> <li>Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;</li> <li>Subject to inside environmental conditions; and</li> <li>Travel for this position will include less than 5% locally usually for training purposes.</li> </ul> <p>#LI-REMOTE</p><div class="content-conclusion"><p><em>By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</em></p> <p><em>Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</em></p> <p><em>The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.</em></p> <div><em>Consistent with Inovalon’s safety protocols, the company will require a vaccination attestation for fully office-based and hybrid (office/remote) positions. Positions designated as fully remote are exempt from the attestation requirement unless and until such time as an in-office presence is required.</em></div> <p>&nbsp;</p></div>

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