Application Support Analyst - remote

Welcome to Ovation Healthcare!

At Ovation Healthcare (formerly QHR Health), we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare’s vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.

We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.

Ovation Healthcare’s corporate headquarters is located in Brentwood, TN. For more information, visit www.ovationhc.com.

Summary

The L2 Help Desk Application Analyst provides support for clinical and business applications to enhance their performance and ensure alignment with organizational needs. This role involves analyzing and evaluating user requirements, understanding and accurately relaying system functionality, and resolving technical issues. The Application Analyst collaborates with internal teams and external partners to ensure applications support clinical and business workflows effectively.

The L2 Help Desk Application Analyst provides support for clinical and business applications to enhance their performance and ensure alignment with organizational needs. Working under close supervision, this role involves analyzing and evaluating user requirements, understanding and accurately relaying system functionality, and resolving technical issues. The Application Analyst collaborates with internal teams and external partners to ensure applications support clinical and business workflows effectively.

Key responsibilities include analyzing user and department workflows, collecting and interpreting data, validating system configurations, and assisting our customers in issue resolution. The L2 Help Desk Application Analyst acquires and applies knowledge of evolving technical solutions in healthcare and supports integration with cross-functional applications. Additional skills include the following:

• Will serve as the contact for customers seeking assistance with application issues over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the appropriate L3 team.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in Service Now.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Other IT support or IT administrative tasks as needed.
• Create Knowledge Articles and maintain the Troubleshooting Guide.
• Additional responsibilities may be assigned as required to support the organization's goals.
  
  

Required:

• Clinical employees must maintain licensure appropriate to clinical education and training, without lapse.
• Epic Analysts must satisfactorily complete required Epic certification or credentialling.
• If certification is required, it must be maintained (Epic/OnBase/other 3rd Party applications)
• Application Proficiency – Understands the base workflows and system set up for applications across the health system.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
• Written Communication - Able to read and interpret written information.
• Teamwork - Contributes to building a positive team spirit.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.