Details
Posted: 23-Jan-23
Location: Louisville, Kentucky
Salary: Open
Categories:
Operations
DescriptionLifePoint Health has an oppurtunity for a Senior Application Support Analyst to join our Information Technology Team!
POSITION SUMMARY:
The Senior Application Support Analyst documents and responds to customer requests and questions regarding information systems, applications and hardware utilizing an Information Technology Service Management system. Assists in resolving issues that are of a more complex nature. Serves as the subject matter expert for assigned applications.
ABOUT LIFEPOINT HEALTH:
LifePoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier. Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses, 32 rehabilitation and behavioral health hospitals, and more than 170 additional sites of care across the healthcare continuum, such as acute rehabilitation units, outpatient centers and post-acute care facilities. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.
ESSENTIAL FUNCTIONS:
To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.
- Accepts requests and questions from customers and other support staff through various channels. Follows up to ensure accurate and timely resolutions are provided.
- Monitors work queues to ensure work requests are handled in a timely manner. Independently resolves most problems/questions that arise and consults with senior team members, development or technical staff on difficult issues.
- Listens to issues and questions as reported by customers and uses troubleshooting skills to provide answers or resolutions. Thoroughly documents details of issue and troubleshooting performed and assigns to correct team when necessary.
- Assists other staff members with identifying issues and developing resolutions by sharing knowledge and expertise.
- Provides training to new team members.
- Creates and maintains documentation that is clear, concise, complete and easily understood by both customer support staff members and end users.
- Participates in projects as needed and assists in transition to turn to support.
- Provides after-hours on-call support as scheduled or needed.
- Regular and reliable attendance.
- Perform other duties as assigned.
Additional Information
- Position serves both internal co-workers and external customers, clients, patients, contractors, and vendors.
- Access to and/or works with sensitive and/or confidential information.
- Exhibit a [comprehensive] understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Knowledge of Business Office Standards and Recommended Practices.
KNOWLEDGE, SKILLS & ABILITIES:
The requirements listed below are representative of the knowledge, skills and/or abilities required.
Mathematical Skills
- Business Mathematical Skills -- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.
Computer Skills
- Moderate Computers Skills -- Frequent use of electronic mail, word processing, data entry, spreadsheets, graphics, etc. Ability to create, maintain and incorporate simple functions into documents, spreadsheets, databases, and presentations to support business objectives.
- Advanced Computer Skills -- Routine use of electronic mail and computer systems. Ability to incorporate complex and complicated functions into documents, spreadsheets, databases, and presentations to support business objectives.
Communication
- Moderate Communication -- Regularly uses moderately complex oral and written skills. May train others in functional areas, interact with others and make presentations to department or middle management.
Decision Making
- Job Specific Impact -- Decisions generally affect own job or assigned functional area.
Nature of Problems
- Varied Business Problems -- Problems are varied and complex, requiring analysis or interpretation of the situation. Problems are solved using knowledge and skills, general precedents and practices.
Independent Judgement
- Foundational Judgement -- Results are defined and existing practices are used as guidelines for how to complete work activities; works closely with supervisor/manager who provides broad guidance and overall direction.
Planning/Organization
- Moderate -- Handle multiple tasks simultaneously with moderate complexity.
PHYSICAL AND MENTAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:
Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
Works in well-lit, ventilated and climate controlled office environment with routine office equipment; some equipment has moving mechanical parts.
In hospital environment, may be exposed to hazards and unusual elements, which may include but are not limited to bloodborne pathogens and / or contagious illnesses, toxic chemicals, and biohazardous materials which may require extensive safety precautions and the use of protective equipment.
Noise level in the work environment is typical for an office and/or hospital environment.
Minimum overnight travel (up to 10%) by land and/or air
QualificationsEducation: Bachelor's Degree or equivalent work experience in Information Systems or Call Center.
Experience: 5+ years
