What are the responsibilities and job description for the IT Application Support Analyst position at the Chickasaw Nation?
We are currently looking for a Full Time IT Application Support Analyst to join our IT Health Operations team located at the Chickasaw Nation Medical Center.
Summary:
provides software support for both custom-developed and enterprise third-party applications used by the Chickasaw Nation.
Responsibilities:
- Maintains files, logs, and records
- Answers the phone, transfers call, takes messages and screens calls per guidelines for areas served
- Handles routine customer complaints and incidents, exhibiting the appropriate discretion to identify situations that require the attention of supervisory personnel
- Responds to telephone calls, email, and chat requests for support
- Communicates with customers to identify and diagnose issue(s)
- Troubleshoots problems using scripts and checklists as guides
- Provides effective solutions to technical issues
- Creates work orders as needed
- Escalates situations as appropriate
- Utilizes standard templates and manufactured articles to document services and processes
- Takes ownership of customer issues to resolve in a timely manner
- Defines system requirements and specifications
- Plans, designs, develops, tests, implements and maintains desktop applications and/or multi-user databases that facilitate the timely, efficient and accurate collection, analysis and management of key clinical data in support of process improvement activities, internal/external reporting requirements and emerging healthcare-related initiatives
- Develops efficient data management and reporting systems; executes effective methodologies to move current reports to new platforms for improved performance; notes and resolves issues around data collection and accuracy in reporting
- Collects requirements regarding potential system enhancements or new system implementation and prepares details of specifications needed; prioritizes and implements requested changes to the system
- Collaborates with technical teams to ensure proactive support
- Maintains and tests processes related to business continuity
- Identifies, researches, and resolves application-related issues by responding to tickets created in the Incident Management System in a timely manner
- Assists in the configuration and troubleshooting of integrated third-party software and peripherals
- Assesses the customer's business need or problem using online tools and analytical thinking to diagnose and resolve the issue or business need
- Develops, implements and schedules preventative maintenance activities for all necessary facility components
- Provides first class customer service - courteous and helpful to all internal and external customer types
- Answers questions in a courteous and professional manner
- Greets and engages with a smile
- Determines needs, seeks positive experience and outcomes
- Completes all training and development requirements and participates in continuing education opportunities
- Works in a collaborative and supportive manner to support the productivity and safety of the work area, team members and customers of all types
- Maintains general upkeep of work area and maintains a safe environment
- Maintains and promotes professionalism
- Punctual and consistent in meeting start time, work schedule, attendance and other assigned work time metrics
- Adheres to Chickasaw Nation dress code standards
- Maintains knowledge of and follows all laws, rules, regulations, policies and SOPs for assigned area, e.g. MICS, TICS, hospital standards, health codes, food sanitation, accounting principles, etc.
- Performs all other duties as assigned
Competencies:
Essential:
Essential:
- Able to follow instructions, both written and oral
- Able to adhere to all scheduling and attendance requirements
- Maintaining a high level of confidentiality and using discretion and discernment
- Extreme customer-focused behavior
- Must be able to work quickly, efficiently and accurately
- Must be detail-oriented
- Must be self-motivated
- Ability to work independently
- Honesty, truthfulness, reliability, accountability
- Able to read, understand, apply, and retain knowledge of Chickasaw Nation, departmental, divisional and all other rules, regulations, policies, procedures and guidelines
- Must possess strong knowledge of technology platforms and adaptation to all
- Learn and demonstrate competencies to any new technology in a timely manner
- Experience using a common IT Framework
- Ability to multitask
- Organizes work and assigned area logically and orderly
- Define problems, collect data and establish facts
- Identify, analyze and repair routine problems
- Establishes professional working relationships as appropriate
- Works well within a team
- Able to verbally communicate in a professional and positive manner with other team members, departments, guests and management
Skills:
Essential:
Essential:
- Basic Computer skills
Experience:
Essential:
Essential:
- 3 years directly related experience
Education:
Essential:
Essential:
- Bachelors Other
Credentials:
Essential:
Essential:
- Pass gaming background check
- Pass general background check
- Standard Driver's License
- Gaming license or permit as required by assigned position
Working Conditions:
Essential:
Essential:
- May work where cigarette smoking occurs
- Mix of office/non-office settings
- Pass pre-employment drug test
- Hand-eye coordination, reach and grasp
- Sometimes lift and or carry up to 25 lbs
- Sitting up to 50% of shift
- Standing up to 50% of shift
- Visual acuity for detail, distance, color, depth perception
- Walking up to 50% of shift
- Subject to traveling and working at other locations or in other environments