• The primary responsibility of the Applications Support Analyst (ASA-I) is liaison between the business and technical resources by ensuring the availability of applications for internal and external users. • Fulfill service requests and identify and coordinate incidents through resolution. • Coordinate customer communications. • Receive, assess, route and categorize customer reported issues and requests using DCI's ticketing and issue management tools. • Troubleshoot and resolve customer issues. • Coordinate efforts with appropriate assignees when needed. • Track and manage issues and requests through resolution. • Test and replicate defects reported. Test and confirm resolution. • Communicate issue progress, workarounds, resolution and other follow-up activities with customers. • Provide data and reporting to DCI team members upon request. • Participate in cross functional meetings for open issues; assist in prioritization as it relates to severity and impact of issues. • Identify opportunities for system and process improvements. • Assist in process development and enhancement in accordance with ITIL best practices. • Participate in creation and maintenance of systems and technical documentation. • ALL DCI employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act accordingly.

• Monitor, maintain, and troubleshoot software and networking systems, including servers, workstations, and applications. • Provide technical support to end-users, resolve software and networking issues, and ensure a high level of customer service. • Assist in maintaining and troubleshooting network systems, including routers, switches, and firewalls. • Ensure regular backups of critical systems and data and assist in restoring operations as needed. • Apply system patches, updates, and upgrades to maintain security and compliance. • Document system configurations, procedures, and support activities. • Work closely with senior system administrators, Bridgeway staff, and vendors to resolve issues and implement solutions. • Stay up to date with emerging technologies and participate in training to enhance system administration skills.

• Lead a team of analysts responsible for delivering alerting, analytics, and reporting services • Reverse engineer and document complex enterprise service bus workflows interfaced via HL7, webservices or SFTP interfaces. • Define requirements for ETL (extract, transform, and load) service processes and support deployment, testing & administration for a variety of sources including on-premises and cloud-hosted repositories. • Troubleshoot and analyze root cause of error conditions in complex enterprise service bus workflows. • Research and define technical requirements: Monitored Intersystems IRIS methods/events/conditions, alert rules, alert thresholds and alert notification content. • Automated ETL and analytic functions using Python or other VA authorized languages. • Maintain a reference library of platform metrics, server resources and applications. • Provide statistical analysis of platform’s integrations, message traffic, processing performance, fault conditions, server configurations, server resources and network conditions. • Oversee weekly/monthly reporting of infrastructure and application metrics. • Provide analysis for Tier 3 support of the HealthShare Application and related technologies. • Serve as an internal subject matter expert regarding Intersystems IRIS platform monitoring/alerting, infrastructure/rules, and event/alert/logging functionality.

• Responding and resolving escalated technical questions from internal and external clients • Deliver an outstanding customer service experience • Tracking and documenting issues in the case management system • Conception/development/maintenance of internal tools and services for use by both the Programmatic Technical Operations team and other teams in the company • Maintenance/evolution of Operations back-end infrastructure • Skilled in analyzing complex technical problems, utilizing queries and scripts to extract information from large datasets across multiple systems. • Knowledge sharing by creating internal/ external documentation and/or deliver trainings to colleagues and teams