Senior Application Support Analyst
This is a hybrid position with 1 in-office day per week on Thursdays.
About Us
Come join MedSpeed to help us deliver health! MedSpeed is a healthcare logistics company that partners with healthcare organizations throughout your communities to transport a wide range of medical supplies, specimens, and materials. At Medspeed we work as a team, keep our promises and strive to get better every day. We are looking for individuals who believe in and represent those values.
Today, we are located across the county with locations in over 30 states, but still have kept that small business, entrepreneurial feel and remain committed to the same culture established day 1!
Our people are at the heart of what we do and how we support our customers.
Why become a MedSpeeder? Take a look at what MedSpeed offers:
- Medical, Dental, Vision and Flexible Spending Account -- We offer plans that help you and your family take care of your whole self.
- 401(K) with Company Match -- Helping you make good financial decisions today and for the future.
- Paid Time Off -- We value well-being and encourage work life balance.
- Opportunities for Career Advancement – Over 50% of our market managers have been promoted into their roles.
- Training Provided – Our Blue Shirt Certified program ensures you excel in your role.
The Senior Application Support Analyst is responsible for managing the resolution of core application problems and incidents that arise across MedSpeed. The application support role will require some business skills, along with a broad set of technical IT skills, and requires an ability to manage multiple high-level tasks under pressure.
What you will be doing as a Senior Application Support Analyst with MedSpeed:
- Tier 1 and 2 application Incident & Service Request Management
- Some Tier 3 application Incident & Service Request Management
- Subject Matter Expert in all MedSpeed Applications
- Ability to read code base to understand logic behind application functionality
- Utilize system reporting and resources to understand scope of issues
- Work closely with technical writer for creation or maintenance of KBAs
- Analyze incoming ticket trends to identify system bugs, gaps in training / documentation, or opportunities for product enhancements.
- Respond to requests for technical assistance through a ticketing system and in some cases, by phone and email.
- Track issues to resolution while updating the ticketing system with actions performed and resolution of issue.
- Test & reproduce application issues and prepare them for escalation
- Ability to mentor junior support team members on support issues and best practices
- Build and nurture a collaborative MedSpeed team culture.
- All other job-related duties as assigned
What you will need to bring to be a Senior Application Support Analyst at MedSpeed:
- Bachelors degree preferred
- Ability to diagnose and address application issues
- Familiarity with C# or Java
- Familiarity with Atlassian products
- Preferred familiarity with Android mobile devices and mobile device management solutions –
- Preferred familiarity with Agile methodology
- Salesforce experience in a support role
- 8 years of Service Desk experience
- Exceptional verbal and written communication skills
- Exceptional customer service and relationship management experience
- Ability to handle multiple tasks, meet deadlines, and stay productive under stress.
- Skill in prioritizing urgent issues.
- Ability to explain technical details in simple terms.
- Process-oriented with good problem-solving skills.
- Collaborative and able to work well with others.
- Ability to break down problems to find core issues.
- Adherence to company values and guidelines.
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