This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Sr. Application Support Specialist is responsible for leading end-to-end configuration of the Etiometry platform for new sites and expansions and maintaining the health of existing deployments. This role collaborates with hospital IT resources to establish data integrations, perform application updates, and resolve incidents that impact accessibility and functionality. - Build deep knowledge of application infrastructure, configurations and integrations - Configure the platform for new sites, including HL7 and API integrations - Perform application updates, including pre-work, testing, and post-update documentation - Handle customer support tickets, either by directly analyzing, troubleshooting and resolving or assigning to appropriate staff for response - Participate in team calls for multiple concurrent projects, contribute insight, technical guidance, task updates, and potential risks/issues for team consideration - Host and conduct application site checks to validate graphs and data are appearing as expected - Create workflows and narrative documentation for user manuals and instructional materials - Complete technical questionnaires for RFIs/RFPs - Participate in process development and improvement activities - Build positive relationships with project management, technical and clinical stakeholders, account executives, and engineering resources - Handle secure data and PHI in accordance with company and federal policies - Other responsibilities in line with managing a clinical decision support application may be added Qualifications - Bachelor degree in information technology, engineering, data science, or related field - 3+ years experience working in a hospital or healthcare environment - 3+ years performing technical configuration of a software application - 3+ years performing application upgrades, including prep, testing and post-upgrade documentation - 2+ years providing help desk support for software applications including troubleshooting, resolution and communication of ticket status and outcomes - Intermediate proficiency with Red Hat Enterprise Linux (RHEL)-based systems and command line tools - Intermediate skills in Confluence, JIRA, Microsoft Word, Excel, and PowerPoint applications or Google equivalents - Familiarity with terminology and concepts related to web-based applications, servers, integrations, and user interfaces (SQL databases, HL7, FHIR, API, etc.) - Familiar with policies and practices related to HIPAA compliance, data security, and user access - Highly organized with effective systems for managing multiple clients with varied requirements - Ability to work collaboratively with a range of internal and external stakeholders and technical staff Requirements - Linux certification - 3-5 years of experience implementing software or biomedical hardware in a hospital environment - Intermediate understanding of related healthcare technology such as EMRs, patient monitoring systems, interface engines and clinical decision support tools Benefits - Generous benefits package - Paid vacation and major holidays off - Flexible Time Off - Flexible hours with work from home capabilities - Incentive Stock Options

• Handle escalated customer issues that Level 1 agents couldn't resolve. • Provide in-depth troubleshooting and solutions for complex problems. • Offer technical assistance for products or services, addressing more advanced user concerns. • Collaborate with the technical or development teams to resolve intricate technical issues. • Develop a deep understanding of the company's products or services. • Stay updated on new features, updates, and changes to provide accurate information. • Contribute to knowledge base articles for common issues and solutions. • Share insights and information with Level 1 agents to enhance overall team knowledge. • Document detailed information about customer interactions, troubleshooting steps, and resolutions for future reference. • Collaborate with Level 3 support, supervisors, or other departments when issues require higher-level intervention. • Educate customers on how to use products or services effectively. • Guide best practices to optimize customer experience. • Assist in training new agents, sharing expertise, and providing mentorship. • Support ongoing professional development within the team. • Generate reports on common issues, resolutions, and customer feedback for management review. • Contribute to regular performance reports for the customer care department. • Work closely with other teams, such as product development, sales, and marketing, to address customer concerns effectively. • With low frequency, it will be required to act as a Level 1 Agent.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description iWorks is seeking a proactive and user-focused Application Solutions Specialist to serve as the primary liaison between business users, stakeholders, and technical teams within a federal government environment. This role ensures enterprise applications align with evolving user needs, facilitates system demonstrations, manages change requests, and drives continuous improvement through structured documentation and reporting. - Serve as the primary point of contact (POC) for application-related needs, inquiries, and enhancement requests - Conduct system demonstrations, walkthroughs, and training sessions for users and stakeholders - Translate user stories and end-user perspectives into actionable requirements and documented insights - Act as a subject matter expert (SME) on application functionality, workflows, and system capabilities - Ensure alignment between enterprise application capabilities and evolving business requirements - Manage and track change requests and user tickets through ServiceNow - Utilize Jira for backlog management, project tracking, and cross-functional coordination - Pull, analyze, and monitor operational reports to support both tactical and strategic decision-making - Develop and maintain clear documentation including process guides, user manuals, knowledge articles, and system updates - Partner closely with technical teams to ensure timely resolution of issues and successful deployment of enhancements - Support compliance requirements within federal and Department of Defense environments Qualifications - Bachelor's degree in Information Systems, Business, Computer Science, or related field (or equivalent professional experience) - Hands-on experience working with ServiceNow for change management, ticketing, and workflow tracking - Proficiency in Jira for tracking development efforts, enhancements, and operational initiatives - Strong understanding of user stories, requirements gathering, and end-user experience principles - Experience supporting federal government customers, ideally within vetting or compliance-driven environments - Familiarity with fingerprinting processes and fingerprint capture systems within the Department of Defense (DoD) environment - Excellent verbal and written communication skills with the ability to translate technical concepts into clear, user-friendly language - Experience conducting system demonstrations, stakeholder briefings, or training sessions - Strong organizational, analytical, and reporting capabilities - Ability to manage multiple priorities in a fast-paced, mission-driven environment Requirements - Top Secret security clearance fully adjudicated Preferred Qualifications - Experience serving as an Application Analyst or Systems Analyst - Familiarity with Agile or Scrum methodologies - Experience supporting DoD or other federal compliance-regulated environments - Knowledge of security clearance processes, personnel vetting systems, or biometric solutions Benefits - Exceptional comprehensive benefits (Medical, Dental, Vision, Life and Disability) - 401(k) - Health and Wellness Benefits - Paid Sick Time, Vacation Time, and Holiday Time - Eligibility for bonuses throughout the year as part of our incentive program for innovation and business development - Consideration for an annual raise, commensurate with performance and company commitment

Company Description Because at EASYVISTA, we pay particular attention to the well-being of all our employees, we have obtained the Great Place To Work® 2022-2023 certification. Would you like to join a fast-growing French software company that places the professional development and success of its employees at the heart of its strategy? As a leader in the ITSM market, EasyVista has recently acquired 3 technology companies dedicated to ITOM, which strengthens and completes our software offering. Our objective is to develop globally and double our turnover over the next five years. To achieve this, we are investing in our people. People are at the heart of our business ethos, enabling our employees to develop within expert/multidisciplinary teams. If you are looking for challenges and a collaborative culture, then join us! Job Description We always are looking for new talents in sales, consulting, customer success management... So, don't hesitate to send us your application ! Additional Information All of your information will remain confidential under the Equal Employment Opportunity Guidelines.