Offer summary

Qualifications:

Bachelor’s degree in a technical or quantitative field or equivalent experience., 1+ years of experience in application support or IT operations., Proficiency in T-SQL with the ability to write and view code., Strong verbal and written communication skills..

Key responsibilities:

Provide first-level support for issue resolution and problem replication.

Ensure compliance with Service Level Agreements (SLAs) and maintain operational documentation.

Collaborate with team members to troubleshoot and resolve support tickets.

Execute SQL scripts for reporting and database support tasks.

Job description

Your Future Evolves Here

Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.

Evolent employees enjoy work/life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's one reason why diversity and inclusion are core to our business.

Join Evolent for the mission. Stay for the culture.

What You’ll Be Doing:

The Analyst, Application Support is a highly motivated person with excellent communication and interpersonal skills to interact with internal/external teams and application users and help trouble shoot/resolve issues reported by various departments within Evolent.  This person will provide high quality operational, technical, and systems support to preserve customer satisfaction and internal business functions to aid in minimizing recurrence of incidents.

What You’ll Be Doing:

Provide first-level support, including problem replication, triage, and resolution of issues, the majority of which are associated with Standard Operating Procedures (SOPs)

Provide accurate and timely resolution of issues, and escalation when necessary

Ensure that Service Level Agreements (SLAs) are met

Maintain and update documentation related to operations and support processes within Confluence

Contributes to improvement of existing processes and identification of new processes and technical alternatives to resolve problems

Collaborate with team members and business functions to troubleshoot and resolve support tickets

Respond to escalations and incidents, providing support toward resolution, and notifying stakeholders of progress during business hours and outside of normal business hours (on-call support)

Contribute to writing T-SQL code and tools to assist Level 1 support to diagnose and resolve incidents

Execute SQL scripts to generate reports, troubleshoot data issues, and fulfill database support tasks

Perform ad-hoc task and analysis for the support team as needed

Perform quarterly user access audit

Required Experience:

Bachelor’s degree with a technical or quantitative major or equivalent experience

1 or more years of progressive experience within application support/IT operations organizations

1 or more years of experience with T-SQL, ability to view and write T-SQL code for triage and investigation

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.

Collaborative working style with the ability to work across different organizations and personalities

Ability to work unsupervised and a self-starter who seeks improvements without direction

Experience in a healthcare-related field is preferred

Familiarity with JIRA, Confluence, and/or Microsoft Azure – Application Insights is preferred

JIRA Service Desk ticketing system/Confluence experience is preferred

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 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. If you need reasonable accommodation to access the information provided on this website, please contact recruiting@evolent.com for further assistance.

The expected base salary/wage range for this position is $28.17 - $30.00. This position is also eligible for a bonus component that would be dependent on pre-defined performance factors. As part of our total compensation package, Evolent is proud to offer comprehensive benefits (including health insurance benefits) to qualifying employees. All compensation determinations are based on the skills and experience required for the position and commensurate with experience of selected individuals, which may vary above and below the stated amounts.

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