Requisition Number: ADMIN-APPSA-S-02-2020-01
Job Title: Lead Application Support Analyst
City: Philadelphia
State: PA

Minimum Degree Required: A - High School/GED
Minimum Years of Experience: 5
Salary Range: $53,000-$60,000/year

Lead Application Support Analyst

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Description/Job Summary

The position is responsible for providing support on applications, provide assistance to end users and identify any production related issues.  The position will primarily be responsible for the support of our MyAvatar Electronic Health Record System.  This position will also be responsible for  quality assurance testing of reports, forms, and end to end quarterly patch updates for the MyAvatar system.

The Lead Application Support Analyst will also be responsible for the training, supervision, and task assignment of the myAvatar Applications Support Team.

Responsibilities/Duties

Primary Functions:

  • Provide hands-on second level support for MyAvatar
  • Develop expertise in MyAvatar to provide end user support
  • Manage production incidents through to resolution coordinating with other members of the team as appropriate
  • Ensure service levels for ticket assignment, escalation, and resolution are met through documented workflows and supervision
  • Develop KPIs and reporting for the application support desk
  • Perform System Maintenance as directed.  This will include: new user set-up, user termination, and user suspension.
  • Create and maintain a knowledge base
  • Quality Assurance testing of MyAvatar reports, forms, widgets:
    • Ensure testing is well defined, planned and executed
    • Ensure that task objectives are met and the solution works as expected


Supervisory Responsibility:

  • Identify training needs of staff
  • Train new staff
  • Hold regular team and one-on-one meetings with direct reports
  • Conducts performance evaluations in a consistent, fair and objective manner to facilitate open communication and encourage performance improvement
  • Maintain open communication with direct reports, team members, and senior managers


Supplemental Functions:

  • Attend and participate in professional group/association meetings.  Stay abreast of new trends and innovations in the field of information systems/technology.
  • May be required to be on-call or work after normal operating hours.
  • Perform other tasks, duties, and responsibilities as may be assigned.

Required Experience

  • 5 years Application Support Experience or Electronic Health Record Power User Experience
  • 1-year Team Lead or other supervisory experience, preferred but not required
  • Experience in Quality Management Processes and Software

Required Education

  • Associates Degree or Equivalent Work Experience
  • Knowledge of Electronic Health Record Systems.  MyAvatar Experience is a plus.
  • Working knowledge of basic SQL Queries

Required Qualifications

  • Ability to adapt quickly to changing situations with excellent problem solving and analytical skills
  • Excellent written and verbal communication skills
  • Ability to focus on deadlines and deliverables
  • Ability to think outside of the box and see the bigger picture

Program Summary

Resources for Human Development is a national human services nonprofit with the broadest possible service mission, and specializes in creating innovative, quality services that support people of all abilities wherever the need exists. Founded in 1970, RHD supports more than 160 human service programs across the country, serving tens of thousands of people every year with caring and effective programs addressing intellectual and developmental disabilities, behavioral health, homelessness, addiction recovery and more.


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Resources for Human Development is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, gender identity, sexual orientation, national origin, genetic information, veteran, or disability status.