Senior Application Support Analyst

🔥 6 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $67.3k - $90.9k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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MRO

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

☁️ SaaS

📋 Compliance

💰 Series unknown on 2019-11

Healthcare • SaaS • Compliance

MRO is an enterprise healthcare software company that provides a Clinical Data Exchange Platform (CDXP) and modular solutions to securely curate, normalize, and exchange clinical data across providers, payers, registries, and clinical data requesters. MRO helps hospitals, health systems, ambulatory practices, and payers streamline release of information, compliance workflows, MIPS/quality reporting, ACO tracking, and clinical intelligence by connecting to hundreds of disparate EHRs, reducing administrative burden and accelerating patient-focused care delivery. The company emphasizes security and regulatory compliance and has been recognized with Best in KLAS awards for Release of Information.

📋 Description

• Resolve user-reported issues related to MRO healthcare product applications, systems, and technology • Use product documentation, technical knowledge, troubleshooting processes, diagnostic tools, and other resources to resolve user issues • Develop and maintain knowledge to improve team issue-resolution capacity • Prepare, validate, and submit regulatory data and reports required by CMS and TJC on annual and quarterly timelines • Collaborate with clinical, operational, compliance, and IT teams to ensure regulatory compliance, data integrity, and timely submissions • Create, update, and maintain training courseware, training videos, course outlines, and user reference guides • Promote client and employee satisfaction through responsive, proficient, proactive customer service • Communicate through ticketing systems, instant messaging, VOIP, or telephony solutions • Adhere to established procedures and protocols • Document actions and prescribed information in ticketing systems and other tools • Develop technical support capabilities for additional support activities • Investigate, diagnose, and resolve complex software issues, coordinating with development and infrastructure teams when necessary • Drive enterprise issue prevention • Manage multiple support issues simultaneously in a fast-paced environment

🎯 Requirements

• Ability to investigate, diagnose, and resolve complex software issues • Ability to coordinate with development and infrastructure teams • Ability to drive enterprise issue prevention • Experience with basic database interactions, including querying and analyzing data in Microsoft SQL Server or similar systems • Basic experience with software engineering platforms, web applications, hosting, security, databases, back-end systems, and front-end user interfaces • Demonstrated skillset with commercial ITSM tools such as Jira and ServiceNow • Demonstrated skillset with Microsoft 365 Suite • Basic Windows and MacOS troubleshooting skills • Basic troubleshooting of browser-based applications, including use of Chrome developer tools • Demonstrated skillset with emerging AI technologies such as Microsoft Copilot, Claude, Gemini, Cursor, or equivalent • Ability to manage multiple support issues simultaneously in a fast-paced environment • Responsiveness and ownership mindset • Ability to use data validation tools and methods with strong attention to detail • Minimum of 5+ years of experience in a technical support role • Preferably exposure to customer interaction and technical troubleshooting in a healthcare environment • Experience with or knowledge of regulatory quality submissions • Experience with EMR systems, standards, and terminology • Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent experience, preferred

🏖️ Benefits

• Annual cash bonus eligibility • Medical insurance • Dental insurance • Vision insurance • Life insurance • 401(k) plan