United Spinal Association Jobs

Senior Application Support Analyst (hybrid)

Tandigm Health, a transformational leader in population health management, is looking for a Senior Application Support Analyst in the greater Philadelphia area.  We offer a competitive compensation and benefits package and are proud to share a culture of diversity and inclusion.

*Primary Duties and Responsibilities: *

As a Senior Application Support Analyst, you will be the go-to expert for Tandigm's data applications. Your role will focus on end-user support, utilizing your exceptional troubleshooting and problem-solving skills to resolve application issues and handle requests. You will also collaborate with third-party resources to manage vendors and support Tandigm's Population Platform customer base and custom integrations.

In this position, you will oversee all production application support operations. As a key member of the Application Support Team, you will attend meetings and use your excellent communication skills to advocate for the Application Support function. Additionally, you will recommend and develop operational strategies and continuous improvement opportunities to ensure the health and welfare of Tandigm's applications and core business operations.

The successful candidate will have strong technical expertise, exceptional problem-solving skills, and the ability to effectively communicate with end-users and stakeholders.

Essential Skills

• Consistently exhibits behavior and communication skills that demonstrate Tandigm Health's commitment to superior customer service, including quality, care and concern with every internal and external customer.
• Perform day-to-day application operations including incident management, ticket triage and closure of internal and external customer requests.
• Work closely with Sr. Mgr, End User Services to help ensure SLAs are being met while continuously identifying process improvement opportunities.
• Manage and support Microsoft 365 (M365) applications: Office, SharePoint, Teams, Exchange/Outlook, OneDrive, & Forms.  Power Automate & Power Apps are a plus.
• Customer and Process Insight: Demonstrate a strong understanding of VOC (Voice of the Customer) and VOP (Voice of the Process) principles. Ensure that customer feedback and process performance data are consistently integrated into decision-making and operational strategies.
• Continuous Improvement: Utilize VOC and VOP data to identify opportunities for process improvements and enhance customer satisfaction. Develop and implement strategies that align with customer needs and process capabilities.
• Stakeholder Collaboration: Work closely with cross-functional teams to gather and analyze VOC and VOP data. Communicate insights effectively to drive improvements and ensure alignment with organizational goals.
• Working knowledge of ITSM ticketing systems (i.e. BMC Helix).
• Understand working concepts of ITIL 4 framework.
• Ability to train, lead and mentor others by lending subject matter expertise and knowledge.
• 1st point of escalation for level 2 support team. This includes the ability to document and escalate complex problems to development and 3rd level support issues to third party vendors.
• Create, document, maintain and ensure compliance of standard operational policies (SOPs) with processes and applications.
• Development, QA and Release management of Tandigm Health's Population Platform software bug fixes and enhancements.
• Participate in stakeholder meetings amongst internal and external customers to prioritize and shepherd work requests through standard workflows amongst competing priorities. 
• Collaborate with IT teams to ensure compliance with HIPAA regulations and security standards.
• Assist in the creation and maintenance of Application Support documentation, including knowledge base articles and standard operating procedures (SOPs).
• Proactively & continuously i entify areas for improvement and propose solutions to enhance the overall desktop support experience.
• Consistently exhibits behavior and communication skills that demonstrate Tandigm Health's commitment to superior customer service, including quality, care and concern with each and every internal and external customer. 
• Uses, protects, and discloses Tandigm's patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards and protects Tandigm assets from unauthorized access, disclosure, modification, destruction or interference. 
• Adheres to and responsible to abide by all information security policies, processes, and/or activities. 
• Reports security events or potential events or other security risks to the organization to management.
• Participate in Tandigm IT's Change Advisory Board (CAB) to represent and evangelize stakeholder interests.
• Performs additional duties as assigned. 

Required Qualifications:

Minimum Qualifications

• Bachelor's degree from a four-year college and/or a professional certification requiring formal education beyond a two-year college.
• 5+ years in Application Support, Development, or similar role as an analyst or engineer.
• Experience and understanding of Cloud operating environments (Microsoft Azure) and Software as a Service (SaaS) application usage (SQL, M365, Salesforce, NetSuite, etc.).
• Proven ability and experience leading or supporting projects with a sense of structure and heightened attention to detail.
• Working knowledge or vendor relationship and contract management a plus
• Working knowledge of healthcare industry, including Medicare and managed care, and medical terminology a plus.
• Proficient with M365 applications (Office, SharePoint, Teams, Exchange/Outlook, OneDrive, & Forms) as a subject matter expert (SME).
• Familiarity with HIPAA regulations and requirements in a healthcare or similar environment.
• Excellent troubleshooting and logical problem-solving skills.
• Strong customer service and communication abilities - verbal and written - required to convey ideas and concepts.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Customer-oriented; responsive and respectful to internal and external stakeholders; responds to requests & issues in a timely and effective manner.
• Demonstrated ability and willingness to mentor other teammates and deliver application/process training as needed.
• Superior interpersonal skills.
• Organized, detailed, proactive and accurate.
• Collaborative and resourceful; functions successfully in a team environment as well as independently.

Preferred

• Experience working in a regulated environment (Healthcare, Life Sciences, FinTech)
• Experience configuring BMC Helix ITSM system a plus but not required.
• Familiarity with ITIL best practices.

Applicants must be authorized to work in the US; work visa sponsorship will not be provided.

Equal Employment Opportunities (EEO):

Tandigm provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origi