Solutions Analyst

Job Responsibilities Assist Solutions Specialists and Analysts as needed to assure timely and effective resolution of issuesBackup Solutions Specialists when additional resources are needed, and priorities are changed during times of unusual volumeReview outstanding issues on a daily basis to assure that troubleshooting and resolutions are currentParticipate in relevant information-sharing activitiesDevelop reports, upon request, utilizing various report-writing tools in all applicationsUtilize, contribute to and build Solutions Support KnowledgebaseRecognize any problem, hardware or software that may have ramifications enterprise-wide; strategize and define remediation plan with management and execute accordinglyAssist in training new Solutions Support Specialists, as well as build out training plans for new staffMonitor and report on any security violations related to the unwarranted access to corporate dataMaintain awareness of the rapidly changing environment and recommend cost efficient techniquesRecognize potential areas where policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Submit recommendations as appropriate.Create, maintain, and update disaster recovery procedures when changes in hardware or applications occurAct as product liaison for major products, working with other departments as well as outside vendors to solve technical support issuesEnsure all changes comply with change management policies and proceduresConsistently follow documented call management processes including logging, follow up, updating and closingMeet all established goals for Availability - Warm transfers, After Call work and working active tickets. Meet all established goals for Customer Satisfaction.Meet established goals for contact and resolution times based on established priorities Qualifications Education Level: Associate DegreeDegree must be from an accredited college or university. Job-Related Experience Customarily has at least 3 years of technical Information Systems experience to include:Large scale multi-site IS operations supportPC Hardware and peripheral support Job-Related Skills/Competencies Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutionsOutstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalismThe ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policiesSuperior teamwork skillsStrong interpersonal and communication skills a must; ability to read, write, and speak in a professional mannerExcellent analytical and problem-solving skillsDemonstrated history of responsibility, punctuality, personal integrity and professionalismAbility to effectively multi-task and adapt to changing business prioritiesExcellent time management and organizational skills.Excellent listening skills and attention to detailKnowledge of Microsoft productivity applicationsKnowledge of browser-based technologyUnderstanding of operating systems such as Windows and OS X/iOSDemonstrates proficiency in support computer or peripheral hardware and software, network connectivity issues, as well as any systems in use