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