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Application Support Analyst II in Overland Park, KS at Netsmart

Date Posted: 2/15/2018

Job Snapshot

Job Description

The primary purpose of the Application Support Analyst II role is to provide higher-level technical support to our clients via the telephone and/or Internet (e.g., web portal, email). The Support Analyst will assess the nature of reported system or service issues and resolve technical or sophisticated application problems. The Support Analyst will maintain a log of system issues and convey client feedback to Support Team leadership. The ideal candidate is intellectually curious and a natural problem solver who is driven to advance their skills through their exploration of application functionality. The candidate will:

  • Interact with clients to help troubleshoot and resolve complex technical application problems or issues
  • Diagnose and resolve complex client questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements
  • Track and document inbound support requests and ensure proper notation of client problems or issues
  • Document problems and solutions to train lower-level support on how to properly address client or product problems
  • Communicate with product development and engineering departments to improve on current design or to identify possible problems with design
  • Stay abreast of current technology in solutions, design changes, and new solutions offered
  • May travel to client site in order to resolve extremely complex client and product issues
  • Other duties as assigned

Academic and professional qualifications:

Bachelor's degree or equivalent work experience


Typically requires 2 - 4 years of experience with healthcare products in a support, development or consultancy environment, of which at least 1 year of experience is in developing or supporting the assigned products and a demonstrated competence in functional or technical components of the assigned products

Preferred Skills:

  • Crystal Reports / SQL
  • Familiarity with Healthcare Management/Processes a plus

Travel requirements:

Minimal travel may be required for client support and training