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CACI International Inc · 2 months ago

Tier 2 Cerner Application Support Analyst (2nd & 3rd Shift)

US TX San Antonio

Full-time

Onsite

Mid, Senior Level

$72K/yr - $150K/yr

8+ years exp

CACI International Inc is seeking a Tier 2 Application Support Analyst who will provide second level service and support on MHS Applications to meet contract service objectives. The role involves advanced software support, assisting Tier 1 Analysts, and ensuring effective resolution of incidents related to MHS Genesis and other clinical applications.

Information TechnologyService IndustrySoftware

Comp. & Benefits

No H1B

Security Clearance Required

U.S. Citizen Only

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

Available shifts - 2nd and 3rd shift

Qualification

Cerner Millenium/MHS GenesisService Desk support methodologyITIL certificationHDI certificationTechnical support knowledgeCustomer serviceWork under stressCommunication skillsCritical thinking skillsTeamwork skills

Required

Must be a U.S. citizen and be able to obtain a Tier I (T1) Public Trust Clearance

2-5 years of 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 skills

Must be able to work in a stressful environment

Preferred

BS Degree in or related field/equivalent experience with 8+ years experience preferred

Familiar with ITIL (certification preferred)

HDI or similar certification preferred

Benefits

Healthcare

Wellness

Financial

Retirement

Family support

Continuing education

Time off benefits

Company

CACI International Inc

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At CACI International Inc (NYSE: CACI), our 25,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security.

Founded in 1962

Arlington, Virginia, USA

10001+ employees