Responsible for the implementation of new applications, upgrades, and modifications to existing systems. Assist in the coordination of field support activities including application configuration, go-live support and on-going client support.

Responsibilities:

• Install new applications, new components and upgrade existing applications.
• Configure application settings and validate configurations performed by Application Analysts.
• Define go-live and rollout support schedule.
• Assist in the coordination of field support activities including go-live and rollout support activities.
• Support users on new applications, modules and functionality.
• Oversee analysis of necessary application modifications and work with appropriate MIT associates or vendors to coordinate modifications.
• Provide advanced application troubleshooting support for applications.
• Resolve critical issues independently as necessary.
• Interpret end user requirements to help determine optimal solution and to identify potential issues related to user requests.
• Evaluate the operational workflow that is applied to the system.
• Create test plans and test new systems, version upgrades, and any system modifications.
• Document all outcomes of testing.
• Design database queries and create reports.
• Proactively monitor applications to recommend improvements and ways to increase efficiency.
• Participate in the maintenance of training materials and disseminate materials to users.
• Provide timely, effective, and professional customer support on a 24×7 rotating basis.
• Work with the help desk and support personnel on escalated issues to identify problems and resolve them.
• Triage network, hardware, or workstation issues as required.
• Coordinate vendor activities and manage vendor communications needed for support, issue resolution and escalation.
• Provide assistance to Application Analysts and other team members as necessary.

Requirement:

Epic V2014/2017: HIM Certifications