Support Analyst

Job not on LinkedIn

🕒 October 30

🦀 Maryland – Remote

🦀 Maryland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 24%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 11 days.
• No salary listed.

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Magpie Health Analytics

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2014

🏥 Healthcare

🏛️ Government

🤖 Artificial Intelligence

Healthcare • Government • Artificial Intelligence

Magpie Health Analytics is a mission-focused small business that provides data-driven oversight, program integrity, and modernization services for U. S. federal health agencies (notably CMS and HHS). The company offers subject-matter-expert support for risk adjustment, encounter data, payment integrity (fraud/waste/abuse) analytics, RADV/CPI audit support, and policy-aligned modeling, along with cloud-native health IT and data engineering (Snowflake, AWS Glue/S3/Lambda, IaC, CI/CD). Magpie also develops AI/ML and GenAI tools—RAG, NLP, anomaly detection, explainable dashboards, and AI agents—to support audits, regulatory research, and automated analytic workflows. It operates as a GSA MAS schedule holder and SBA-registered small business and is positioned as a trusted subcontractor and technical partner for federal healthcare oversight and modernization.

📋 Description

• Provide application support by phone, email, web form, chat, or approved ticketing system • Help users with account registration, access, navigation, data entry, and submission workflows • Manage support tickets from intake through resolution or escalation, keeping records current • Troubleshoot routine application problems and document steps to reproduce reported errors • Track assigned tickets against service-level expectations and flag urgent or overdue issues • Support maintenance of FAQs, knowledge articles, troubleshooting guides, and SOPs • Communicate approved information about maintenance, outages, application changes, and known issues • Review ticket trends, feedback, and support metrics to identify recurring problems • Share user issues with product and development teams and recommend practical improvements • Help validate fixes by confirming whether reported user problems have been resolved • Support user onboarding and follow security, privacy, accessibility, and customer-service procedures

🎯 Requirements

• Bachelor's degree or equivalent combination of education and relevant professional experience • Experience troubleshooting web applications and helping users complete business processes • Experience managing requests in a ticketing or case-management system • Ability to investigate issues, document findings, and coordinate escalations • Strong customer service, communication, and problem-solving skills • Ability to explain technical issues clearly and handle information securely • Preferred: Experience supporting CMS, HHS, federal digital services, or healthcare technology • Preferred: Experience supporting enterprise web applications, electronic forms, or reporting systems • Preferred: Familiarity with authentication, user roles, and secure access procedures • Preferred: Experience with Jira, ServiceNow, Salesforce, or similar support platforms • Preferred: Experience working with Agile development and testing teams • Preferred: Experience using help desk metrics to improve support

🏖️ Benefits

• No benefits, perks, or compensation extras are specified in the posting

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