Job description
Job Summary
We are seeking an Application Support Engineer II to join our 24x7 Follow the Sun support team. You will be the front line for alert response and resolution, collaborating with cross-functional teams to identify and resolve technical issues, alerts, and cases. Effective communication with customers and stakeholders is essential, as you will need to relay status updates and escalate issues as necessary. The role demands excellent troubleshooting and problem-solving skills. Hybrid work options may be available, offering flexibility while maintaining round-the-clock support.
Essential Duties and Responsibilities
Implement task automation and business workflow monitoring through scripting or other technologies.
Work Customer issues in assigned SalesForce queue by troubleshooting application issues, and closing the loop with all parties involved.
Contribute to the definition and management of application layer technology standards and processes including but not limited to: software version, configuration management, load balancing, database connectivity, and release/maintenance management.
Monitoring tool administration (ProActiveNet, AlertSite, datadog, cloudwatch, PRTG, PagerDuty, graylog, Kibana, custom scripts).
Support new customer implementations and the transitions from lower environments to production support.
Respond to technical application questions and issues raised by customers in support of our Operating Level agreements. Handle escalations using a swarming methodology. Available in Hip Chat and Skype rooms during business hours.
Respond to off hour’s pages and escalations.
Participates in maintenance, performance testing, operations acceptance testing (OAT) and / or release activities as required.
Administer assigned JIRA ticket queues and follow up with appropriate parties. Regularly, clearly and effectively communicate pertinent information to team members, management and customers according to Support service level standards.
Provide feedback to product and development teams to improve usability and functionality of GHX applications.
Adopt and participate in Knowledge Centered Support (KCS) by creating and modifying articles in SalesForce. Articles should be sufficient to resolve cases and major service disruptions.
Other duties as assigned
Qualifications
- 2+ years of Application Support or related experience.
- Must be able to work from own initiative, learn quickly, and function effectively with team members in a high pressure and dynamic environment.
- Must demonstrate effective listening, verbal and written communication skills.
- Unix or Windows application production/customer support experience.
- Customer-focused attitude.
- Experience with task automation.
- Experience with environment monitoring tools (Cloudwatch/Datadog/PagerDuty/etc…).
- Amazon Web Services (AWS) or cloud based architecture support experience.
- Ability to understand and work with complex enterprise application environments.
- Strong attention to detail and ability to follow established procedures.
- Familiarity with ITIL or MOF Change Management concepts (desired)
- Familiarity with Oracle/SQL Server and RDBMS concepts (desired)
Technical Skills (must have experience with a subset of the following):
- Windows and/or Unix OS proficiency
- AWS – Amazon Web Services
- Python, Perl, Unix and/or Windows scripting experience
- JBoss Application Server
- JSON and restful API experience
- Apache Tomcat
- IIS Application Server
- Understanding of OSI Model
- JVM monitoring tools (jvmstat, etc.)
- Network monitoring (snoop, NetMon)
- EDI (ANSI/X12), and XML knowledge
- HTTPS, AS2, SFTP protocols
- MySQL, MongoDB, DynamoDB, MSSQL, Oracle
Education / Certification(s)
- 4-year degree in computer science or related field or equivalent experience (required)
GHX: It’s the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.
GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.
It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.
Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement. GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.
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