Contact Center Applications Analyst

Join our dynamic team as an Application Analyst I, where you'll collaborate with cross-functional teams to ensure smooth operations and peak performance of critical systems like FiveNine, Veriant, and some salesforce workflows.

• Analyze system requirements and configure applications to support advanced workflows.
• Provide top-notch support to users, ensuring maximum efficiency.
• Lead testing and coordinate new application releases.
• Investigate and resolve complex application issues.
• Drive system upgrades and enhancements, ensuring continuous improvement.

Minimum Education

• Bachelor's Degree (Required)
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  OR Relevant experience in integration architecture beyond the minimum required work experience may substitute for the educational requirement on a 1-1 ratio i.e. one year of relevant work experience equals one year of required education.

  
  

Minimum Work Experience

• 1 year Experience in application support. (Required)

Required Skills/Knowledge

• Work involves some problem-solving with assistance and guidance in understanding and applying the organization's policies and procedures
• Basic understanding of healthcare and revenue cycle workflows.
• Strong analytical and problem-solving skills.
• Excellent communication and skills.
• A proactive and adaptable team player who excels at collaborating with colleagues and supporting shared objectives.
• An innovative problem solver with a proven track record of executing projects and achieving ambitious goals.
• Highly dependable and self-motivated, capable of working with minimal supervision while remaining resilient to change.
• An excellent listener who can receive and provide candid feedback, fostering effective communication within the team.
• Demonstrating high personal integrity and the ability to remain composed in high-pressure and high-stress situations.

Functional Accountabilities

• Provide support to internal users of Children's National applications and ensure maximum efficiency in the use of those applications.
• Respond to requests for support by users.
• Test and coordinate testing of new releases of Applications.
• Log defects against applications and follow up with other IR colleagues, Development and vendors.
• Monitor future applications releases.
• Train users on features of applications.
• Maintain applications responsibilities based on work group of user.
• Act as reporting resource.
• Provide frontline support for applications and respond to user inquiries promptly.
• Assist in the resolution of application issues and escalate complex problems to senior analysts.
• Collaborate with the IT team to perform system testing and quality assurance checks.
• Assist in the implementation of updates and new features in applications.
• Participate in train-the-trainer sessions with informatics to ensure efficient usage of applications and may help train end users.
• Maintain documentation of support requests and resolutions.