Analyst, Application Support Jobs

Your Future Evolves Here

Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Evolenteers make a difference wherever they are, whether it is at a medical center, in the office, or while working from home across 48 states. We empower you to work from where you work best, which makes juggling careers, families, and social lives so much easier. Through our recognition programs, we also highlight employees who live our values, give back to our communities each year, and are champions for bringing their whole selves to work each day. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it.

Why We’re Worth the Application:

• Continue to prioritize the employee experience and achieved a 90% overall engagement score on our employee survey in May 2022.
• Named to Parity.org’s list of the best companies for women to advance for 3 years in a row (2020, 2021 and 2022).
• Recognized as a leader in driving important diversity, equity, and inclusion (DE&I) efforts.
• We continue to grow year over year.
• Publish an annual DE&I report to share our progress on how we’re building an equitable workplace.
• Achieved a 100% score two years in a row on the Human Rights Campaign's Corporate Equality Index recognizing us as a best place to work for LGBTQ+ equality.

What You’ll Be Doing:

What You’ll Be Doing:

• Routine Maintenance Tasks:
• Responsible for providing ad-hoc reports as requested using SQL or JQL
• Administer requests related to access provisioning, termination, and audit flows.
• Ensure that Service Level Agreements (SLAs) are met
• Monitor services and server health on as-needed basis.
• Provide access to new/existing users via an admin tool, SQL Scripts, etc.
• Adhere to IT Privacy and Security Policies and Procedures and encourages adherence in others.
• Escalate issues to level 2 and 3 teams with details of analysis completed as level 1.
• Provide accurate and timely resolution of issues and escalation when necessary.
• Approximately 3-4 times per year to take on-call duty (evenings and weekends, low call volume) for one week at a time for severity one issues.
• Analyze and resolve application issues submitted by end users.
• Creating and Managing knowledgebase articles: For internal Support Analysts consumption to help users troubleshoot common issues, solve recurring issues, or how to execute certain tasks.
• Track and maintain system outages, including the creation of necessary downtime tickets.
• Participate in quarterly application release activities, including smoke testing applications, UAT testing before/after software releases, patches, post upgrades, etc.
• Ensure tickets are properly triaged, categorized, and prioritized based on their severity and impact on end-users.
• Create and send all planned and unplanned system downtime communications.
• Contributes to the improvement of existing processes and identification of new processes and technical alternatives to resolve problems.
• Provide first-level support and formally log and track issues using our issue-tracking tool.
• Logging and tracking support requests:
• Occasional responsibility –
• Issue Management:
• Provide timely updates/follow-ups with customers on their requests.
• As part of occasional on-call duty, participate in a monthly server patching process that includes server and services restart and monitoring. This requires early-morning work if the patches are deployed during your on-call week.
• Communicate effectively with internal and external stakeholders.
• Request Management:
• Access Management:
• Support key client go-lives and handoff processes.

The Experience You’ll Need (Required):

Required Experience

• Bachelor’s Degree in IT – related degree
• Minimum of 1-2 year(s) of experience working directly with customers.

Required Skills

• Professional verbal and written communication skills, with the ability to clearly articulate thoughts and ideas.
• Basic knowledge of web application functionality and fundamental Infrastructure knowledge of computer systems.
• Familiar with basic SQL.
• Knowledge of MS Office products: Word, Excel, and PowerPoint.
• Organizational skills with the ability to handle multiple tasks and projects at one time.

Finishing Touches (Preferred):

• Healthcare experience
• Detail-oriented with a strong bias to ensure data is accurate and thoroughly assessed.
• Collaborative working style with the ability to work across different organizations and personalities.
• Familiarity with JIRA, Confluence, Microsoft Azure – Application Insights

Technical Requirements:

We require that all employees have the following technical capability at their home: High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.

Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Compensation Range: The minimum salary for this position is $30.00, plus benefits. Salaries are determined by the skill set required for the position and commensurate with experience and may vary above and below the stated amounts.