Job Description

Program Overview

About The Role

The Application Support Tier 2 Analyst is responsible for providing second level service and support on supported
MHS Applications to meet or exceed contract service objectives. The primary responsibility is to provide advanced
software/systems support and to assist Application Support Tier 1 Analysts as necessary on supported MHS
Applications. Tier 2 staff works closely with Application Support Supervisors to ensure all contract service objectives
are met or exceeded. This Tier 2 position is primarily focused on providing MHS Genesis Support with a secondary
focus on other clinical applications.

Responsibilities:

• • • Primary second level support of all inbound incidents. Backup first level support as needed.
    • Efficiently and accurately resolve or escalate all assigned incidents.
    • Provide accurate, timely, and professional follow up and resolution on all supported issues.
    • Accurately triage/assign/escalate incidents per established procedures.
    • Raise awareness of Priority issues as they occur; ensure that process is followed exactly
    • Perform regular checks of assigned ticket queues, triage or assign per process standard..
    • Serve as a Subject Matter Expert for MHS Genesis procedure and support knowledge.
    • Assist Tier I with long or difficult calls/assume calls that are too difficult for Tier I.
    • Perform side-by-side coaching with agents on difficult calls as necessary.
    • Conduct training sessions as necessary under direction of management.
    • Research difficult issues, identify and document resolutions as necessary.
    • Identify and prepare procedures for knowledge base.
    • Identify trends in training, performance and knowledge deficiencies and raise to management.
    • Ensure that agent calls are correctly logged per established procedure.
    • Work special projects as required.
    • Identify and prepare procedures/articles for knowledge base.
    • Assist Application Support Supervisors as needed.
    • Foster team spirit and a team oriented attitude.
    • Maintain dependable attendance and schedule adherence.

Qualifications

Qualifications:

• 5 years with BS/BA; 3 years with MS/MA; 0 years with PhD, 9 years of experience in lieu of degree.
• US Citizenship is required for this position.
• Ability to obtain Department of Defense security clearance (ADP II Public Trust)
• Must have experience using with Cerner Millenium/MHS Genesis
• Demonstrated knowledge of Service Desk support methodology
• Relevant technical certifications or relevant MHS Application experience
• Technically advanced support knowledge in specific MHS applications
• Must have experience using/supporting the MHS Genesis
• The ability to effectively communicate technical matters to a non-technical audience
• Strong customer service and communications skills
• Strong critical thinking skills that facilitate expedient problem solving
• Demonstrated teamwork skill
• Must be able to work in a stressful environment

Desired Qualifications: 

• Familiar with ITIL (certification preferred)
• HDI or similar certification preferred

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

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