CACI bv ยท 2 months ago
Tier 2 Cerner Application Support Analyst (2nd & 3rd Shift)
San Antonio, TX
Full-time
Onsite
Mid, Senior Level
$72K/yr - $150K/yr
8+ years expCACI is seeking a Tier 2 Application Support Analyst who 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.
ConsultingEducationTraining
No H1B
Security Clearance RequiredU.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
Required
BS Degree in or related field/equivalent experience with 8+ years experience preferred
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
Familiar with ITIL (certification preferred)
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
Familiar with ITIL (certification preferred)
HDI or similar certification preferred
Benefits
Healthcare
Wellness
Financial
Retirement
Family support
Continuing education
Time off benefits
Company
CACI bv
CACI levert, implementeert en beheert bedrijfskritische oplossingen voor het Hoger Onderwijs: het StudentInformatieSysteem OSIRIS en LISA voor zaakgericht werken.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase