• Provide advanced analysis, troubleshooting, and resolution for end-user support requests across LOS, POS, and Process Automation systems. • Monitor ticket trends, identify recurring issues, and recommend process or training improvements. • Escalate and collaborate with development and product teams for complex system issues. • Assist with system administration tasks, including user setup, maintenance, and access management. • Support communication and training related to technology changes, enhancements, or system outages. • Maintain system documentation to capture solutions, root causes, and best practices. • Participate in special projects as a subject matter expert and provide input on process improvements. • Deliver exceptional customer service and serve as a trusted support resource for end users.

• Provides advanced first-line remote technical support to customers • Resolves issues within one or two low complexity modalities • Receives, documents, and prioritizes customer service requests • Documents all service activities thoroughly

Sanford Health is one of the largest and fastest-growing not-for-profit health systems in the United States. We’re proud to offer many development and advancement opportunities to our nearly 50,000 members of the Sanford Family who are dedicated to the work of health and healing across our broad footprint. Work Shift: 8 Hours - Day Shifts (United States of America) Scheduled Weekly Hours: 40 Salary Range: $29.00 - $46.50Pay starts at $29 and increases by years of applicable experience. Union Position: No Department Details Experience with OnBase or RightFax highly preferred. Summary Performs routine healthcare information system and application support. Handles advanced application support issues in addition to standard application support. Job Description The Senior Applications Support Analyst provides mentoring to Application Support staff and promotes team concept. Possesses and maintains a broad knowledge of healthcare information systems and applications. Utilizes analytic skills and experiences to investigate and resolve or escalate support issues. Conducts, supervises and monitors training sessions. Acts as a liaison to assigned leaders and departments as well as providers in order to facilitate optimal use of applications. Researches, analyzes and makes recommendations for application workflow improvements. Establishes and documents standard operating procedures. Monitors the creation and maintenance of support documentation or on-line training courses. Performs installation, conversion, and maintenance of healthcare information system and applications. Works with outside vendors. Works with project leaders using project management principles to achieve specific outcomes. Reports up to date project status to leadership regularly. Resolves technical and functional application issues using analytical skills. Creates and analyzes reports created using various reporting mechanisms. Skillful and flexible at managing change. Project management, critical thinking, problem solving and strong communication skills are essential. Excellent interpersonal, and customer service skills, as well as strong presentation techniques required. Experienced with MS Office software suite. Willing to travel to off-site facilities and training/certification sessions. Advanced knowledge of specific application components. Demonstrates basic knowledge and support of Information Technology Infrastructure Library (ITIL) philosophies in daily work. When applicable, must possess knowledge in state and federal laws, rules and regulations. Qualifications Bachelor's degree required. Area of focus in information technology, healthcare, business, or related field preferred. Three years of relevant experience in application support, hardware or interface preferred. If applicable, Information Technology (IT) certification must be obtained within six months of date of hire and within three attempts of certification testing. Sanford is an EEO/AA Employer M/F/Disability/Vet. If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-877-673-0854 or send an email to talent@sanfordhealth.org.

Navina is a fast-growing digital health SaaS company that’s on a mission to transform the way physicians interact with patient data. Thousands of clinicians across the United States already use Navina’s AI-powered solution that transforms complex and fragmented patient data into concise “patient portraits" and actionable clinical insights at the point of care. With Navina, physicians experience less burnout, reduce missed diagnoses, and can devote more time giving better care to their patients. Navina has been named one of the Top 100 AI companies globally by CB Insights and made the list of the Top 50 Digital Health startups. We are already working with industry-leading value-based organizations including Privia Health and Agilon. The Technical Support Engineer is a key contributor to our overall customer experience and our customers' product satisfaction. They are also the first line of defense that ensures our R&D can focus on creating top-of-the-line value-based-care solutions with AI. The ideal candidate is passionate about technology, troubleshooting, and customer success. Responsibilities - Resolve customer issues daily, ensuring timely responses and high levels of customer satisfaction - Proactively manage the day-to-day resolution of customer issues in a timely (SLA) manner and maintain their high satisfaction - Contribute to methodologies, best practices, and techniques to improve our support process - Build and contribute to Navina’s technical support knowledge base. - Work closely with R&D, Product, Customer Success, and our Medical team for complex problem-solving and time-sensitive escalations. Requirements - +4 years of experience in a customer-facing Tech Support/ Integration/ Services role at a SaaS company or equivalent experience - Proven experience with SQL and data analysis - MUST - Proven experience with debugging web applications - Strong project management skills - Excellent problem-solving and troubleshooting skills - Proven excellent customer-facing communication skills (verbal and written) - Familiarity with the US healthcare industry- Advantage - Proven experience in programming (JavaScript, Python, Nodejs) - Advantage - Located in the U.S. East Coast time zone or available to work East Coast hours What would you stand out? - Experience with troubleshooting data pipelines and ETL processes. - Experience in a fast-growing organization - Strong presentation skills for all audiences; Ability to articulate thoughts and ideas clearly, concisely, and persuasively, to a variety of different personas - A can-do attitude - Detailed oriented You don’t need to meet 100% of the requirements to be a great fit. We believe in hiring people, not just checklists, and we value potential as much as experience. If this role excites you, we’d love to see your application!